Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Campaign Ignores Updated Contact Callable Status – Need for Refresh?

    Posted 08-07-2025 05:54
    No replies, thread closed.

    Hi all,

    We have a problem on our agentless outbound campaign. Basically, our contacts have multiple phone numbers and when a number is picked up and say "it's okay, no need for more calls", we want to stop calling remaining phone numbers from the same contact.

    I will summarize the process step by step for you:

    1. Agentless campaing starts.
    2. A contact have two phone numbers.
    3. First phone number has been dialed and picked up the phone. It says "it's okay, no need for more callings".
    4. When the call ends, our trigger works.
    5. In our trigger, we call "PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}" API via data action to set the contact's callable value to false, because we don't want remaining phone numbers to be called anymore.
    6. Trigger and API works fine and contact is being updated. We can see it in the contact info via Genesys Cloud's interface.
    7. The problem is, remaining phone numbers, such as phoneNumber2, is being called even though the API updated the contact and set it as "uncallable".

    My guess is, Genesys reads contact information from cache and can't update it accordingly so we have to refresh the cache or make something similar.I came across with this topic in Community;
    https://community.genesys.com/discussion/pre-call-call-rule-not-updating-contact-list-column

    In the topic's second reply, Julie Kim suggests that we can use "POST /api/v2/outbound/contactlists/{contactListId}/refresh" API but I can't see such an API in API Explorer.

    I'm open to suggestions about this issue.

    Best regards,

    İbrahim


    #Outbound

    ------------------------------
    Ibrahim Sincap
    ------------------------------


  • 2.  RE: Genesys Campaign Ignores Updated Contact Callable Status – Need for Refresh?
    Best Answer

    Posted 08-07-2025 09:50
    No replies, thread closed.

    Hi Ibrahim,

    How are you setting the wrap-up code mappings for outbound dialing.  If the correct person has answered and needs no further contact, then setting the wrap as Right Party Contact should stop any other numbers for the contact being dialed:

    Right Party Contact-the person who answered was the person the campaign was supposed to reach. The current campaign does not dial any other numbers for that contact. This classification does not persist across multiple runs of a campaign. If the campaign is recycled or completed, the contact can be dialed again unless the classification is selected as Contact Uncallable or Number Uncallable.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Genesys Campaign Ignores Updated Contact Callable Status – Need for Refresh?

    Posted 08-07-2025 10:00
    No replies, thread closed.

    Hi Samuel,

    The problem is, we transfer the call to an external number in our outbound call flow (I should have mentioned that earlier). That's why we cannot use the Set Wrapup Code block in the flow. I tried to use the PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId} API via a data action but it returns an error that says "This request requires a user context. Client credentials cannot be used for requests to this resource". That's why we couldn't use the wrapup mapping as you said, and tried to update the contact info after the call to make it uncallable, but it didn't work as I explained. If there is an alternative way to set wrapup code, I'm open to try it too.



    ------------------------------
    Ibrahim Sincap
    ------------------------------

    Original Message


  • 4.  RE: Genesys Campaign Ignores Updated Contact Callable Status – Need for Refresh?

    Posted 08-12-2025 11:18
    No replies, thread closed.

    Hi Ibrahim,

    I am not sure there is another way to update it if there is no participant to update.  I'll try and look into this and see if there is another way around this.  In the meantime, maybe someone else in the community will be able to help.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


Related Content