Hi Richard,
Thank you for your response. I am using the numerical sort order at the moment describe in the link.
My requirement is to call the newest leads first. My question is, can I create a custom salesforce field call high priority and mapped it to Purecloud interaction type and what is the priority interaction type call?
Current scenario is when leads are added into the contact list the sort order is not populated with a numeric value. They are only incremented when the call rule are engaged (i.e. when sales agent call the leads) but the leads with a sort order value are given higher priority and no new leads are being presented to the sales agent.
cheers
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Borath En
CareAbout
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Original Message:
Sent: 11-14-2018 09:45
From: Richard Schott
Subject: last in first out queue
I guess I need a little more context here, as I'm not entirely clear on exactly what you're doing. If you're discussing inbound calls, and wanting to use a custom field in salesforce records to drive routing priority on the PureCloud platform, you can use a data action to fetch the information from Salesforce and use the response to update the priority of the call when it's transferred to a queue in your call flow. If you're referring to outbound campaigns, there is a sort order property that you can set on the salesforce campaign member that can be driven via a trigger in Salesforce in order to force new leads to the top of the dialer contact list; how you implement that is kind of up to you, but the sort order field is described here: https://help.mypurecloud.com/articles/configure-the-sort-order-of-campaign-members/
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Richard Schott
Genesys - Employees
Original Message:
Sent: 11-14-2018 01:19
From: George Ganahl
Subject: last in first out queue
Sorry, I don't know enough about the integration to answer.
In cxase you haven't seen it, the information in the Resource Center indicates that data from Salesforce gets sent to PureCloud:
https://help.mypurecloud.com/articles/about-campaign-management-purecloud-salesforce/
Perhaps @Richard Schott can help.
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 11-14-2018 00:48
From: Borath En
Subject: last in first out queue
Hi George,
Thank you for the quick response.
We are using Salesforce with PureCloud integration. Is it possible to create a custom field in Salesforce to set the Priority flag as per the API?
Or is it only uni-direction, ie, we can only pull Purecloud data to Salesforce and not vice versa?
cheers,
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Borath En
CareAbout
Original Message:
Sent: 11-13-2018 22:21
From: George Ganahl
Subject: last in first out queue
Presuming you are talking about outbound dialing, you can do so using the API to insert a contact into the contact list and set it to dial immediately.
The API is a POST:
https://developer.mypurecloud.com/api/rest/v2/outbound/index.html#postOutboundContactlistContacts
There is a thread in the Developer forum regarding this feature:
https://developer.mypurecloud.com/forum/t/just-in-time-dialing/90
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George Ganahl CCXP, GCA
Principal Program Manager
Genesys
Original Message:
Sent: 11-13-2018 19:27
From: Borath En
Subject: last in first out queue
Hi All,
Is there a functionality, that have the capability of presenting lead in a last in first out?
if not, would this be a feature that could possibly be implemented in future release?
cheers,
#Implementation
#Integrations
#Outbound
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Borath En
CareAbout
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