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  • 1.  Genesys Case Creation in Sales Force

    Posted 09-18-2024 20:39
    No replies, thread closed.

    Case creation upon Contact entering the IVR.

    System user cases are  cases are automatically created when a caller disconnects within the IVR prior to reaching an agent. This  is supported by the fact that CTI GUIDs are assigned for these cases which when put into Genesys shows a call with "No Available Media." 

    Operations has to go in and delete these cases one by one or it is appearing that we have hundreds of open cases that are unworked.

    Is there anyway to prevent this w/o ProServ custom code, or i there another way to delete these Cases other than one by one?

    During deployment GC said there was nothing to be done about it bc the Case is going to be created upon entering the IVR.   


    #Unsure/Other

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    Tim Strong Bear
    Senture, LLC
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  • 2.  RE: Genesys Case Creation in Sales Force
    Best Answer

    Posted 09-19-2024 02:15
    No replies, thread closed.

    Hi,

    One might try create a trigger to catch such an abandoned call. Trigger then executes a workflow that deletes the newly created Salesforce case via data action/Salesforce API. https://help.mypurecloud.com/articles/overview-of-triggers/

    Hopefully someone can give you more detailed instructions which event to trigger etc.



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    Antti Mikkola
    Common Product Manager
    Telia Company
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    Original Message


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