jlee | 2018-01-12 17:49:25 UTC | #1
We have outbound campaigns that have large lists of leads to be dialed. We are seeing an issue where a number has been added to a DNC list. The outbound campaign skips this contact/dial attempt and logs <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/d04890ff704519abcb7796e643db86df83d99cf4.png" width="690" height="18">ININ-OUTBOUND-ON-DO-NOT-CALL-LIST
in this column: <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/79cb2434681f7ea2e7e1b4bac3d667680a130679.png" width="690" height="18">CallRecordLastResult-Home Phone
The problem is the contact doesn't get marked as uncallable. So the contact record stays in the list forever, always getting skipped.
Is there a way to mark it uncallable? Better yet, mark it uncallable and make an integration action call? It would be nice to write out to an external service, in our case CRM, flag the lead as on a dnc list and disqualify it so we can keep all systems clean. These leads are fed in by CRM but when the contact is on a DNC in purecloud and starts getting skipped, the lead stays open and we don't know why purecloud isn't dialing it until we go investigate (look through the list).
Thanks in advance.
tim.smith | 2018-01-12 18:02:07 UTC | #2
The behavior you're seeing is working as intended. You can update contacts to make them uncallable via PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}.
system | 2018-02-12 18:14:46 UTC | #3
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