Genesys Cloud - Main

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH
------------------------------

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

You'll need to add the Genesys Cloud Data Actions Integration and then build out the Action that you need.

------------------------------
Tanner Albus
Genesys - Employees
------------------------------

Original Message:
Sent: 12-04-2020 07:26
From: Gabriel Galbieri
Subject: CallBack / Automatic

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Thank you very much for your help, but it is a new scenario for me, can you detail more about how to do this process?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Original Message:
Sent: 12-04-2020 10:50
From: Tanner Albus
Subject: CallBack / Automatic

You'll need to add the Genesys Cloud Data Actions Integration and then build out the Action that you need.

------------------------------
Tanner Albus
Genesys - Employees

Original Message:
Sent: 12-04-2020 07:26
From: Gabriel Galbieri
Subject: CallBack / Automatic

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Hi Gabriel,

In order to get an inbound caller's number and other information into a contact list to be dialed back by an agentless campaign, you would need to create a custom Genesys Cloud Data Action that calls the Add Contacts endpoint as there is no out of the box action that allows contacts to be added to a list via an inbound flow in this manner. To gather the customer's number to be inserted via that API call you can use the built-in Call.Ani variable in the inbound flow that will be populated with the callers ANI, modified as seen fit with other functions if necessary, and then inserted to the list via one of the inputs for the body of the custom action.

One thing to be aware of in this situation would be the overall rate limits for the public API documented here as the data action would be subject to those limits.

------------------------------
John Wright
Genesys - Employees
------------------------------

Original Message:
Sent: 12-04-2020 07:26
From: Gabriel Galbieri
Subject: CallBack / Automatic

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Hi John,

Following on from your comment, do you have any thoughts around the possibility of tying together the original inbound interaction and the outbound dialer interaction for end-to-end reporting? 
The scenario is that you're using the dialer in place of regular in-queue callbacks, but you still want to report accurately on offered, answered, ASA etc. 

Will

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 12-04-2020 11:00
From: John Wright
Subject: CallBack / Automatic

Hi Gabriel,

In order to get an inbound caller's number and other information into a contact list to be dialed back by an agentless campaign, you would need to create a custom Genesys Cloud Data Action that calls the Add Contacts endpoint as there is no out of the box action that allows contacts to be added to a list via an inbound flow in this manner. To gather the customer's number to be inserted via that API call you can use the built-in Call.Ani variable in the inbound flow that will be populated with the callers ANI, modified as seen fit with other functions if necessary, and then inserted to the list via one of the inputs for the body of the custom action.

One thing to be aware of in this situation would be the overall rate limits for the public API documented here as the data action would be subject to those limits.

------------------------------
John Wright
Genesys - Employees

Original Message:
Sent: 12-04-2020 07:26
From: Gabriel Galbieri
Subject: CallBack / Automatic

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Thank you very much for your help, but it is a new scenario for me, can you detail more about how to do this process?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Original Message:
Sent: 12-04-2020 11:00
From: John Wright
Subject: CallBack / Automatic

Hi Gabriel,

In order to get an inbound caller's number and other information into a contact list to be dialed back by an agentless campaign, you would need to create a custom Genesys Cloud Data Action that calls the Add Contacts endpoint as there is no out of the box action that allows contacts to be added to a list via an inbound flow in this manner. To gather the customer's number to be inserted via that API call you can use the built-in Call.Ani variable in the inbound flow that will be populated with the callers ANI, modified as seen fit with other functions if necessary, and then inserted to the list via one of the inputs for the body of the custom action.

One thing to be aware of in this situation would be the overall rate limits for the public API documented here as the data action would be subject to those limits.

------------------------------
John Wright
Genesys - Employees

Original Message:
Sent: 12-04-2020 07:26
From: Gabriel Galbieri
Subject: CallBack / Automatic

that would be great, but how do I get inside the Architect to get that source number to record in this campaign?

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba

Original Message:
Sent: 12-04-2020 02:51
From: Kathrin Herrmann
Subject: CallBack / Automatic

how about adding the number to an outbound contact list with an agentless campaign? and an outbound flow (IVR)?
That is how I would do it.

------------------------------
Kathrin Herrmann
InfinIT.cx GmbH

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------

Gabriel,

Check out this blueprint, it may serve your needs:

https://developer.mypurecloud.com/blueprints/automated-callback-blueprint/

------------------------------
Chad McCormick
Genesys - Employees
Sr. Product Manager
------------------------------

Original Message:
Sent: 12-03-2020 12:52
From: Gabriel Galbieri
Subject: CallBack / Automatic

Hello to all Jedi,

I'm designing a scenario and would like some help,
For cost reasons, we would like to:
when we received 1 call via mobile phone, we were able to store this number of orgiem (customer), send a message that example: "we will return in a few seconds" and that call would end, and soon afterwards the genesys own (IVR) would return that call for the customer, the customer being able to choose which IVR options serve him and, therefore, be sent to the corresponding service queue.

does anyone have a north?
I thought about doing this storage of the number of Origin with data tables.

would this be the best option?

I thank you for your help!
#Ask Me Anything (AMA)
#ArchitectureandDesign
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Gabriel Galbieri
Brasil Foods
BRF SA
- Curitiba
------------------------------