Genesys Cloud CX

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  • 1.  Identify which number is dialed in contact list

    Posted 09-23-2022 11:25
    hi community,
    I have a contact list that consists of 6 x phone numbers, is the any method I could use in a Campaign rule to determine which of the six numbers are dialed?
    I have assigned different phone types to each number but due to Genesys only having 5 x phone types, I cannot execute my rule by looking at phone type
    #Outbound

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    Reginald
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  • 2.  RE: Identify which number is dialed in contact list

    Posted 10-17-2022 13:44
    Add columns for each number like Phone1Tries, Phone2Tries and then manipulate these columns with wrap-up rule.  you can also use a pre-call rule to see if that number is over a certain amount before dialing.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Identify which number is dialed in contact list

    Posted 10-18-2022 02:00
    Hi there,
    i found a solution by:
    1. Added ANI column in calling list
    2. Add update contact list API on agent script which executes on load
    3. API updates the ANI colu8mn with the ANI for the incoming call
    4. i then use a rule to look at the ANI column
    would be great if Genesys had a feature that would provide the current number called in campaign or allow admins to edit/add additional Phone Types

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    Reginald
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