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  • 1.  Intercepting an outbound call and rerouting it somewhere else using API

    Posted 09-05-2024 08:26
    No replies, thread closed.

    Hello,

    has anyone tried to use an API call to detect a newly originating outbound call and based on some parameters rerouting it to a predefined announcement? 

    In other words, if there a call placed by Agent A to number XXX-XXX-XXXX but agent forgets to specify an outbound queue I would like to intercept the call prior to it reaching the client and play an announcement asking them to select a queue and try again. 

    I tried to do it with triggers and data actions and it was a no-go. 

    I was able to use an API call to detect an outbound call and disconnect it; however, it messes up reporting and confuses the hell out of the agent. Thus a glimmer of hope that perhaps I can somehow change the destination address. If not, then perhaps add an announcement as a third party and then kill the outbound leg? 



    #API/Integrations
    #Routing(ACD/IVR)

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    WE PROUDLY SUPPORT UKRAINE.
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  • 2.  RE: Intercepting an outbound call and rerouting it somewhere else using API
    Best Answer

    Posted 09-06-2024 01:41
    No replies, thread closed.

    Take a look at this blueprint in the Developer Center to get you started. You'll have to modify to suit your needs:

    https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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  • 3.  RE: Intercepting an outbound call and rerouting it somewhere else using API

    Posted 09-06-2024 02:15
    No replies, thread closed.

    The issue I had with that Blueprint was whilst it terminates the call, the customer's phone would briefly ring before immediately terminating essentially pranking them.  



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    Robert Niblock
    APM
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    Original Message


  • 4.  RE: Intercepting an outbound call and rerouting it somewhere else using API

    Posted 09-06-2024 06:21
    No replies, thread closed.

    How did you go about handling the ghost rings?

     

     




    Original Message


  • 5.  RE: Intercepting an outbound call and rerouting it somewhere else using API

    Posted 09-06-2024 09:59
    No replies, thread closed.

    Well, yeah...that's going to happen with any solution that uses an API call to do the check.



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    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Senior Principal PS Consultant
    Genesys
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    Original Message


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