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  • 1.  Architect Logic based on, "Has this ANI called in the last 48 hours"

    NEW MEMBER
    Posted 09-28-2023 11:37
    Edited by Joe Ulrich 09-28-2023 11:40

    Hello,

    I am currently working on some logic that has been requested.  Its pretty simple at face, but I believe the resolution is less than simple so I am looking to make sure I am on the right path and that there are no easier options I am glossing over.

    The request: If a customer has called during the prior 48 hours, treat call like 'A'; If they have NOT called in the past 48 hours, treat call like 'B'.

    My train of thought went to using the ANI in a series of Data Actions within Architect to search several Genesys API's that I have found containing this data.  

    First I need to get the journey contact ID using ANI and the following API: /api/v2/externalcontacts/identifierlookup.  Once I have that, I can call another data action to get the most recent inbound call date (if any) using this API: /api/v2/externalcontacts/contacts/{contactId}/journey/sessions.  Once we have the data actions, we can utilize logic in Architect to route based on the returned data.

    Ultimately, I am worried about the overhead these data actions could cause within the flow, is this sustainable?  Is there a better way?

    Thanks in advance!


    #ArchitectureandDesign
    #Integrations
    #Routing(ACD/IVR)

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    Joe Ulrich
    Evolve Bank & Trust
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  • 2.  RE: Architect Logic based on, "Has this ANI called in the last 48 hours"

    Posted 09-29-2023 04:52
      |   view attached

    I have done this, its pretty complicated to get working and involves a data action and adding some variables in the flow to capture time/date now and time -48 hours to give you an interval

    I tried to upload the JSON but it wont let me so rename this from.txt to .json



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    Andy Jackson
    Ten Lifestyle Management Limited
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    Attachment(s)

    txt
    Contacted-within-8-Hours.txt   1 KB 1 version
    Original Message


  • 3.  RE: Architect Logic based on, "Has this ANI called in the last 48 hours"

    NEW MEMBER
    Posted 09-29-2023 13:11

    This was extremely helpful and it appears that this Endpoint will work perfectly.  I am still setting up the JSON request for my scenario, but your recommendation has been great.  Thanks again.



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    Joe Ulrich
    Evolve Bank & Trust
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    Original Message


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