Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Forwarding the Call using a Trigger?

    Posted 08-06-2024 23:27
    No replies, thread closed.

    Hi, 

    I have been working on using triggers to detect outbound calls that do not contain a queue. Loves triggers - it made things so much easier. Having said that, since there is no way to control the call within the trigger or in the workflow it calls, I was thinking about using data actions to redirect any outbound calls that lack the queue to an announcement stating to select a queue prior to dialing. Has anyone done call rerouting using triggers / data actions? Is there a simpler way to implement it?  I was able to do it pretty easily by a python code using API to monitor the calls and reroute them, but cannot figure a way to do it within Genesys. Would appreciate any help!


    #Routing(ACD/IVR)

    ------------------------------
    WE PROUDLY SUPPORT UKRAINE.
    ------------------------------


  • 2.  RE: Forwarding the Call using a Trigger?
    Best Answer

    Posted 08-07-2024 14:14
    No replies, thread closed.

    Hello Victor, 

    I know for a fact that it cant be done with data actions, please see this resource document here. 

    This may also apply to triggers as well. Looking over the list of triggers I don't see any that would be specific to your requirement. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Forwarding the Call using a Trigger?

    Posted 08-12-2024 00:40
    No replies, thread closed.

    Thanks for clarifying that. Yes, it pretty much states that it cannot be done. So, this puts me in a bit of a predicament:  if we cannot do it with triggers, then how can this be done? How can the outbound calls be intercepted in realtime and redirected somewhere else should they need fit the criteria?



    ------------------------------
    WE PROUDLY SUPPORT UKRAINE.
    ------------------------------

    Original Message


  • 4.  RE: Forwarding the Call using a Trigger?

    Posted 10-28-2024 00:18
    No replies, thread closed.

    One thing you can do using triggers is block/disconnect outbound calls that are not on behalf of a queue.

    The original scenario you described requires an implicit grant app to make API calls on context of an agent.



    ------------------------------
    Paulo Mesquita
    Solutions Consultant
    ------------------------------

    Original Message


Related Content