Genesys Cloud - Main

Anyone know of a way to use the External Contacts to make call routing decisions?  For example - Don Price is an external contact and a member of the PriceRight external organization.  I want all calls coming from that organization to be routed to a specific queue with specific treatments.  I suppose I'm simply asking if we have an API connector in Architect to the External Contacts repository.

Thoughts??

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Bob Shappell
Automated Voice & Data Solutions
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Yes. You can use External Contacts. The quick summary is:
1. Use PureCloud Data Actions - About the PureCloud data actions integration - PureCloud Resource Center

2. Select to search for External Contacts using the API, e.g. /api/v2/externalcontacts/contacts. You can get more details via the PureCloud Developer Center. I suggest using the Developer Tools
as you are typically going to perform a query using the caller id or prompt for the phone number so you can see this in action.

Then implement you desired flow.

There are some future changes we are looking at make these scenarios easier - allowing customers to extend External Contacts, dynamic routing, etc..

Cheers,
Don

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Don Huovinen
Genesys - Employees
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If you are doing lookup based on a phone number I'd recommend using the reverse look up API as it's optimized for that use case: reverse look up API

Here is behind the scenes information on how we went about creating the API and all the optimizations that went into the design: Evolving the contact lookup API

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Lucie DeCristofaro
Genesys - Employees
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