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  • 1.  Display customer's information on incoming call (from call list)

    Posted 10-24-2018 09:45
    No replies, thread closed.
    Hello team,

    We have configured outbound campaign with a call list, all informations of customers are automatically displaying on the Script agent when we call each customer

    Now the customer want the same scenario with inbound call, that's means, when the call arrive to the agent it should display the customer's informations automatically (name, phone, address, company...etc) on the Script agent by retrieving them from a call list

    is this possible ?

    Thank you in advance
    #SystemAdministration
    #Telephony


  • 2.  RE: Display customer's information on incoming call (from call list)

    Posted 10-24-2018 10:25
    No replies, thread closed.
    The Contact List is not designed to be used with Inbound calls. 

    The API has a method to GET a contact's information, but you need to know the exact ContactListID (GUID, not the name of the list) and the specific ContactID (not the name or phone number, but the generated ID from the list) to do so. I don't see a good way to do a lookup in the Contact List for each incoming call to get the info, and if you use an export of the Contact List you may not have the latest contact information.

    Hopefully someone else knows of a good way to do it...

    You might want to post this question in the Developer Forum to see if anyone there has an idea https://developer.mypurecloud.com/forum/

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



  • 3.  RE: Display customer's information on incoming call (from call list)

    Posted 10-24-2018 10:54
    No replies, thread closed.
    Thank you George, you mean that we need to get the ConactID and ContactListID in order to make this possible

    I just post the question on developer forum, to see if we must need to have specific developpement to make this working or it can be done by other way with Purecloud Configuration

    Thank you
    Original Message


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