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  • 1.  Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 07-27-2020 03:57
    No replies, thread closed.
    Hi,

    our customer needs to invoke a webservices data action whenever a call gets abandoned (both during IVR or in queue) for reporting purposes on an external ticketing system.

    Is it possible to call a data action capturing the "abandon" event in Architect? Or any other possible way?

    Thanks
    Regards
    Giovanni
    #Implementation
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Giovanni Laino
    Lutech S.p.A.
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  • 2.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 07-27-2020 11:36
    No replies, thread closed.
    Not yet.  This is on the roadmap, but not before end of the year.  You can follow using this idea: https://purecloud.ideas.aha.io/ideas/CLINB-I-460

    Essentially, there will be the ability to transfer to a flow on agent disconnect and then you can use a data action in that flow.  Hurry up and wait!

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 07-28-2020 03:52
    No replies, thread closed.
    Thanks Robert, I voted the idea.
    It seems that has been already accepted by Genesys, so hopefully it will be rolled out soon, even if it has not been mentioned in the latest roadmap webinar

    Thanks
    Regards
    Giovanni

    ------------------------------
    Giovanni Laino
    Lutech S.p.A.
    ------------------------------

    Original Message


  • 4.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 02-04-2021 00:45
    No replies, thread closed.
    Hi Guys,

      Any idea if this is ready yet?

    Thanks

    ------------------------------
    Sherif Sherra
    NCR Corporation, Dubai
    ------------------------------



  • 5.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 02-04-2021 15:56
    No replies, thread closed.
    Looks to me like that idea is around a post-call setup based on the agent disconnecting, rather than the customer abandoning the call.

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


  • 6.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 02-05-2021 07:31
    No replies, thread closed.
    Hi - 
    I believe that this Idea should provide the capability you are looking for - https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-756. It is currently in development. 

    Regards,
    Don

    ------------------------------
    Don Huovinen
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 02-05-2021 09:01
    No replies, thread closed.
    When a beta comes around, please inlcude me..  I wonder when this feature is implemented will we either thru an architect flow or calling a webservice or maybe via a Lambda call have access to the the interaction prior it written out and stored, i think GC uses Dynamo DB for this.  We may want to store specific paticipant to support screen pop and maybe post call for security purposes  redact this data..  and not store this data on the completed interaction record..  

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    Shalom Benzaquen
    Anthem, Inc.
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    Original Message


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