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  • 1.  Architect - Inbound Call Flow - External Contact

    Posted 07-11-2018 08:18
    No replies, thread closed.

    Hi to the community,

    As with Architect - Inbound Email Flow, you have an action to check if the incoming email address is an existing External Contact and route to a specific queue or whatever the case.



    Is this possible with Inbound - Call Flows? If so, how can I go about implementing it?


    Thanking you in advanced for your responses.



    ------------------------------
    Jason Holdsworth
    SafriCloud PTY Ltd
    ------------------------------


  • 2.  RE: Architect - Inbound Call Flow - External Contact

    Posted 07-11-2018 09:31
    No replies, thread closed.

    Hi Jared,

    The external contact actions are not available in call flows.  You can mimic them by writing your own data actions to do the look up based on the caller's phone number (use the Call.Ani variable).

    https://help.mypurecloud.com/articles/create-custom-action-integrations/

    https://help.mypurecloud.com/articles/call-data-action/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Architect - Inbound Call Flow - External Contact

    Posted 07-12-2018 04:25
    No replies, thread closed.

    Hi Melissa,

    Thank you for your response. 

    Would Genesys be able to provide the code I need to configure this custom data action?




    ------------------------------
    Jason Holdsworth
    SafriCloud PTY Ltd
    ------------------------------

    Original Message


  • 4.  RE: Architect - Inbound Call Flow - External Contact

    Posted 07-12-2018 09:55
    No replies, thread closed.
    The place to download code samples, SDKs,  and to ask for coding assistance is on the developer.mypurecloud.com site. The folks there specialize in API and customizations for PureCloud.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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