Via an API triggered by an external application we're creating a callback request. In this callback we're sending basic, but confidential, information from the source application to Genesys Cloud. So that this information is shown in the created script. In the same script there'll be a questionnaire with the filled data that we need to keep and sent back to the source application.
We've created a trigger which will react after a callback, this trigger will start a workflow which will clean up the participant data that the source application provided. This kinds of works, because under the Partipicant data there're 3 participants. 1 is the main Callback data participant, the second is Unknown (this one only appears when we provide the data from the source) and the third is the agent data.
Callback info:
{
"scriptId": "ef98fb40-a9b0-4158-9617-2493b8160c10",
"routingData": {
"queueId": "421a146d-9bdd-4b49-a7cf-44122a33ccce",
"skillIds": [
"bacb28b7-626f-43df-a4a7-25cad3320c5d"
]
},
"callbackUserName": "ShrekTheFirst",
"callerId": "+31334509379",
"callbackNumbers": [
"+31620870513"
],
"data": {
"person1name": "Shrek",
"person1phone": "+31620870513",
"person2name": "Fiona",
"person2phone": "+31620870513"
}
}
This appears in the script as follows:
At first the Performance dashboard will show the full data:
But after 120 seconds the trigger will clean up the "ShrekTheFirst" data, but not the Unknown part.
Trigger conditions:
Workflow conditions:
nr15:
Nr18 extra condition:
Where and on what way can I define the 'Unknown' participant to clean the data?
#ArchitectureandDesign
#Outbound
#Telephony
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Gregyor Visser
Stater Nederland B.V.
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