Genesys Cloud - Main

Good Day,

Newer user/organization.  Currently, we use a data action and pass ANI to a sister companies database via JSON to pull customer profile data and present this data via a script during inbound voice interactions.  This data can/will change and the sister company is the source of record.

We would like to explore creating 'external contacts' each time we successfully retrieve this data via an ANI lookup.  As we gather not only the first name/last name of the customer, but also the Company name, I believe we would have to use the Company name, perform some kind off lookup to see if that Organization exists and if not, create the Org and then create the contact linked to the Org.  As well as update any information should it change during that lookup.

The data is there, so the thought is this shouldn't be too difficult, however we are not well versed in Genesys.  Any pointers will be much appreciated!  We could retrieve more data fields to include phone numbers, title to help round out the external contact.  But at minimum, Name, Company and Email are what we'd like to build in the contact.

Attached is the Input/Output
#Unsure/Other

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Steve Parsons

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In your call flow, you can find the contact or organization.  If there is a Not Found result, you can then use a data action to create the organization and/or contact.  

Organization:  /api/v2/externalcontacts/organizations
External Contact:  /api/v2/externalcontacts/contacts

Alternatively, you can have agents create these when they get the call and determine if they need to be created or not.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 02-08-2022 14:45
From: Steve Parsons
Subject: External Contact Creation - Participant Data

Good Day,

Newer user/organization.  Currently, we use a data action and pass ANI to a sister companies database via JSON to pull customer profile data and present this data via a script during inbound voice interactions.  This data can/will change and the sister company is the source of record.

We would like to explore creating 'external contacts' each time we successfully retrieve this data via an ANI lookup.  As we gather not only the first name/last name of the customer, but also the Company name, I believe we would have to use the Company name, perform some kind off lookup to see if that Organization exists and if not, create the Org and then create the contact linked to the Org.  As well as update any information should it change during that lookup.

The data is there, so the thought is this shouldn't be too difficult, however we are not well versed in Genesys.  Any pointers will be much appreciated!  We could retrieve more data fields to include phone numbers, title to help round out the external contact.  But at minimum, Name, Company and Email are what we'd like to build in the contact.

Attached is the Input/Output
#Unsure/Other

------------------------------
Steve Parsons

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