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  • 1.  is it possible to store multi callers in data table

    Posted 08-27-2019 04:48
    No replies, thread closed.
    Hi team,

    I'm new to this community but I was wondering that I couldn't find posts regarding storing data during a call in data tables or something like this. We have the requirement to check callers (e.g. by ani) whether they called before and if yes they should get a higher priority before they are routed into queue. So I tried to use data table action (data table lookup) to check whether the certain caller (Call.ani) has called before and if yes I can increase priority and send call to queue. But if this caller ani was not found in data table how can I store this ani, the number of calls and the current datetime in my created data table during the task flow in architect? Is there a way to store caller information in data tables. I tried to use data action (PUT) but this is not working or I don't know how it has to be configured. In the meantime I also tried to find community entires and went through Ressource Center whether there is an option to check the caller id (ani) in historical datastore or something like that. Do you know what's the best way to resolve my issue? Is there a way to check historical DB in PureCloud? If yes can somebody show me the way how to do this?
    Thanks for your help!
    Tobias
    #ArchitectureandDesign
    #Integrations

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    Tobias Junghans
    Dimension Data Germany AG & Co. KG
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  • 2.  RE: is it possible to store multi callers in data table

    Posted 08-27-2019 09:04
    No replies, thread closed.
    There is some discussion of what you are asking here on the Community (though, I cannot find a sample thread), but because it is handled primarily through Data Actions integrations and API calls the discussion is usually handled in detail on the Developer Forum at https://developer.mypurecloud.com.


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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: is it possible to store multi callers in data table

    Posted 09-03-2019 21:40
    No replies, thread closed.
    If you create a Data Action with the POST /api/v2/flows/datatables/{datatableId}/rows API call and call it from within your call flow, it should give you what you are after.

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    Tomas Vadinsky
    Cigna NZ
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  • 4.  RE: is it possible to store multi callers in data table

    Posted 09-04-2019 15:28
    No replies, thread closed.
    You could also use the Analytics API to query whether the ANI on the call has had any recent conversations with you using /api/v2/analytics/conversations/details/query

    To use that in the IVR you'd want to set up the PureCloud Data Actions Integration and a custom action that pulls back the data you want (probably using the Segments predicate and manipulating the data returned for use in the IVR).

    You can experiment with that API in the Analytics Query Builder https://developer.mypurecloud.com/developer-tools/#/analytics-query-builder
    Also see more documentation at https://developer.mypurecloud.com/api/rest/v2/analytics/#post-api-v2-analytics-conversations-details-query

    And for the Data Actions Integration at https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



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