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Mark the same status for other credit cards if customer is having multiple cards.

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  • 1.  Mark the same status for other credit cards if customer is having multiple cards.

    Posted 08-14-2024 06:34
    No replies, thread closed.

    Hi Everyone,

    we have a query in Outbound Campaigns in Genesys Cloud.

    In the contact list, we have contacts with customerid (CID) & credit card numbers. The same customer can have multiple credit cards. Here the unique identifier will be the credit card number.

    The use case we have is: If there is more than 1 card under 1 customer in the same campaign, then at a CID the call should disposed of with the same status for other cards so that there is no additional call made to the customer. If the CID has more than 1 card, then it should dispose of the call with the pre-defined "Customer Already Contacted -Multiple cards" status.

    We have to use Genesys APIs to search the contacts in the contact list based on CID and get the number of cards available for the contact. Then use a wrap up rule to call this data action to check the number of cards and if the number of cards is more than 1 then dispose the call with wrapup as "Customer Already Contacted -Multiple cards" or we can add a column called status and update that column as the "Customer Already Contacted -Multiple cards". so here we need two APIs one is to check the number of cards based on CID and the other is update the column for other cards also based on CID.

    For this we created a Data action in which we used the Contact list filter preview API and given "CID" & "Contactlist id" as inputs and got the creditcard numbers and from these we took the count of creditcards available for the contacts. This Data action is used in "condition" section of the wrapup rule.

    Now in the "Action", we need to use another data action to update the contacts based on CID. For updating the contacts we have two APIs in Genesys but for both of these are based on the contact IDs of the contacts. But we need to update the status column or wrapupcode for other cards as well based on CID if customer is having multiple cards.

    Can anyone let us know how to implement this?


    #Outbound

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    Naga Praneeth Mandali
    SERVION T GLOBAL SOLUTIONS LIMITED
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  • 2.  RE: Mark the same status for other credit cards if customer is having multiple cards.
    Best Answer

    Posted 08-14-2024 08:37
    No replies, thread closed.

    I will put aside the credit card numbers in a call list for a moment as that's a separate PCI concern.

    However what I have done previously is instead of running a data action to a single API, use a Data Action to Execute a Workflow. In the workflow you can then run multiple Data Actions and complex the process in parallel to the list running.

    Potentially the same can be triggered with Process Automation which reduces the API call count and any rate limiting if your dialler is very heavy use.



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    Richard Chandler
    Connect
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    Original Message


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