Genesys Cloud - Main

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

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
------------------------------

Original Message:
Sent: 10-24-2018 09:44
From: Oudderhem Mostafa
Subject: Display customer's information on incoming call (from call list)

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

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:
Sent: 10-24-2018 10:24
From: George Ganahl
Subject: Display customer's information on incoming call (from call list)

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

Original Message:
Sent: 10-24-2018 09:44
From: Oudderhem Mostafa
Subject: Display customer's information on incoming call (from call list)

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