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  • 1.  Contact list export and interaction detail

    Posted 11-04-2018 21:46
    No replies, thread closed.
    Hello Dialer experts,

    How do we     correlate a Dialer contact list export with call detail records? I need a way to tie the conversationId to the inin-outbound-id.
    When we load contact lists into the Dialer, we have additional columns that are there for the CRM that generates the contact list. When we look at the CDR we don't see any of those additional columns anywhere. And when we export the contact list it doesn't seem to have any columns that allow us to tie it to the CDR. We need this in order to reconcile the day's dialing activities (plus inbound and manual outbound) back into the CRM, and then generate a new contact list for the next day.

    How do PureCloud customers handle this? This is an immediate need and I realize it's just a stop-gap measure. The end-goal is to write our own service using the API to automate the sync between PureCloud and the CRM. This will take time, but in the meantime, business has to move forward.

    My sincere thanks for any and all help, hints and feedback!

    #Outbound

    ------------------------------
    Altaf Gosla
    AmeriHome Mortgage Company, LLC
    ------------------------------


  • 2.  RE: Contact list export and interaction detail

    Posted 11-05-2018 11:58
    No replies, thread closed.
    Hello Altaf,

    You can correlate the contact list export with the Outbound Attempt Detailed History by tying the Contact ID in the report to the "inin-outbound-id" in the export.

    You can also use the Unique Identifier feature to utilize your own key to assist in correlating your data.

    https://help.mypurecloud.com/articles/create-new-contact-list/

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



  • 3.  RE: Contact list export and interaction detail

    Posted 11-05-2018 15:17
    No replies, thread closed.
    Hi Chad,

    Thank you so much for your help! We are running some tests today and will post back on here afterwards.

    Regards,

    ------------------------------
    Altaf Gosla
    AmeriHome Mortgage Company, LLC
    ------------------------------

    Original Message


  • 4.  RE: Contact list export and interaction detail

    Posted 11-06-2018 11:51
    No replies, thread closed.
    Hi @Chad McCormick,

    The Unique identifier column works really well - we can now tie the Dialer results back to our CRM!

    Is there any quick way to get this unique identifier to show up on the call detail record? We use the PureCloud Stat Dispatcher application (from the AppFoundry) to pull all the CDR at the end of each day. We do see all the dialer calls in there but we don't see the unique id or contact id (which is the same as the unique id) in there. So we don't have a way to tie the CDR to the Outbound Campaign: Detailed Attempt History report.

    Thanks again for all your help!

    Regards,​​

    ------------------------------
    Altaf Gosla
    AmeriHome Mortgage Company, LLC
    ------------------------------

    Original Message


  • 5.  RE: Contact list export and interaction detail

    Posted 11-06-2018 16:04
    No replies, thread closed.
    Hi Altaf,

    Are your outbound calls using an outbound flow? (Or if not, do you have the option of adding an outbound call flow to the workflow?)

    This opens a simple solution - the PureCloud Stats Dispatcher creates a ParticipantAttrs output field. See docs here: https://bitbucket.org/eccemea/purecloud-stats-dispatcher

    An outbound flow can use Set Participant Data action to add an attribute to the conversation. The value can be the unique / contact id, or any other column(s) from the contact list.

    Some caveats:
    * Don't overuse this. A few participant data / attributes are fine, but don't add every column from the contact list needlessly
    * API rate limits might come into play - attributes are only downloadable from the Conversations API, not in bulk, so they're downloaded one-by-one with an API call per conversation.
    * The Conversations service, unlike Analytics, does not keep the detail records indefinitely. After 90 days or less, the service can delete these records. So, if you might need to run a report in the future (3 months+), you need to store this data in a more permanent external database.

    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Contact list export and interaction detail

    Posted 11-06-2018 18:39
    No replies, thread closed.
    @R. J. Smith

    Wow - thank you so much! We can easily add an outbound call flow. This is exactly what I had been looking for. The last piece of the puzzle. I very much appreciate your detailed response!

    Regards,​

    ------------------------------
    Altaf Gosla
    AmeriHome Mortgage Company, LLC
    ------------------------------

    Original Message


  • 7.  RE: Contact list export and interaction detail

    Posted 11-07-2018 10:12
    No replies, thread closed.
    That's great, Altaf! Routing a call through a flow to perform actions (even if the flow doesn't do anything else) is a flexible technique. Good luck!

    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------

    Original Message


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