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  • 1.  If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-15-2023 22:59
    No replies, thread closed.

    Hi all,

    Hopefully a very simple question/answer.....

    In reference to Outbound Ruleset.

    We have numerous 'null' phone numbers being updated in our contact list.  We are working on a backend way to stop them being sent to our contact list in the first place.

    In the interim, how would I set a (pre-call) rule to look (in) the phone number field for a null value, then set  our 'contactMarker column to '1'?

    Example below (not sure if 'Null' in the value field will work??)


    #Outbound

    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------


  • 2.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-16-2023 02:32
    No replies, thread closed.

    Hey Nick, 

    It really depends on the value that is passed into Genesys. If the value is "null" exactly then this rule should function. You could also use attempt control lists (Which I feel you would be doing based on the above) 

    You could also set it to uncallable with the rule, do not dial etc. You could also have it hit a data action to remove it from the list. If the number field is totally blank, then you would have to leave the value blank too to fire the rule.

    Hope that helps



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
    ------------------------------



  • 3.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-16-2023 19:01
    No replies, thread closed.

    Hi Nick,

    I'd also look at this article: https://help.mypurecloud.com/articles/test-contact-column-empty-null-zero-values/.. If the phone number field is actually empty, this should help.



    ------------------------------
    Peter Stoltenberg
    TTEC Digital
    ------------------------------



  • 4.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-18-2023 18:46
    No replies, thread closed.

    Hi Peter.  The link didn't work for some reason but I managed to search for the article and found it.  Perfect, thanks!

    Rgds, Nick.



    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------

    Original Message


  • 5.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-17-2023 14:08
    No replies, thread closed.

    Hi Nick,

    You got a very good response from Nick and a useful link from Peter about what to do in rule Conditions for "null" phones. In the rule Actions section after you update the column contactMarker (assuming you need this column for reporting purposes to get the number of the invalid phones) add 2nd action to mark this contact Uncallable.  

    With this, you should be good.  



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------



  • 6.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-18-2023 18:47
    No replies, thread closed.

    Thanks Tatjana!  Done.

    Rgds, Nick.



    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------

    Original Message


  • 7.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-19-2023 17:13
    No replies, thread closed.

    Hi Nick

    Did you manage to test the rule and validate the results? I have also tested this, but the rule does not work for some reason. I have NULL entry under Phone Column in my List and in the Pre-Call Rule I tried following (one at a time) but none works.

    Conditions

    Phone Number >> Is >> NULL
    Phone Number >> Contains >> NULL
    Phone Number >> Begins With >> N
    Contact List Column >> HomePhone >> Is >> NULL
    ..

    In the actions I tried "Mark Number as Uncallable" and "Mark Contact as Uncallable" again one at a time. 



    ------------------------------
    Cheers
    Zubair
    ------------------------------

    Original Message


  • 8.  RE: If Phone Number = 'Null' - Update contact column (how?)

    Posted 06-21-2023 18:01
    No replies, thread closed.

    Hi Zubair,

    I haven't tested yet but will update this and let you know when I have.

    Cheers



    ------------------------------
    Nick Horman
    Qantas Airways Limited
    ------------------------------

    Original Message


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