Genesys Cloud - Main

Hi Team,

We have an inbound IVR flow implemented in Purecloud made using the architect. 
For each inbound call, after the Agent talks to the caller and terminates the call,  we want to automatically callback the caller immediately for order confirmation.

(press 1 to confirm, 2 to talk again to an agent, any other button to cancel)

We want to know the feasibility and limitations of the 2 possible approaches:

1. Request a callback to the caller using an API call

We want to request a callback from our backend servers using an API call. What is the the best way to implement the following:
Inputs: Phone number, IVR flow to be triggered

Result: An outbound call is placed to the phone number and the IVR flow is triggered. 
We will be placing multiple calls simultaneously, so we also want to understand the scalability limitations of the API (number of parallel calls, the expected delay)

2. Automatically place the inbound call into an outbound queue

After the caller talks to the agent, and the agent hangsup, is there a way in which the caller can be put into an outbound queue, where the caller is called immediately, and an IVR plays giving the confirmation option to the caller? 

We want to to understand what could be the best solution, (if option 2 is possible, and which APIs to be used to option1, and if there is any other better way to implement our flows)

#ArchitectureandDesign
#Outbound
#Telephony

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Kartik Sura
Uber
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Once the agent hangs up the call is disconnected, and nothing more can be done with it. There is no way to call an API based on the call or to transfer it to another queue.

You might be able to create a script which has a Disconnect button that, when clicked, runs a custom PureCloud Data Actions action to add an entry to a contact list for an agentless outbound dialing campaign, which would then place the call and route it to an Outbound Call flow with the order data supplied from custom columns in the contact list populated from the script/custom action.  All that would be highly custom, and I don't know for sure it could be done. The folks on the forum at https://developer.mypurecloud.com might have some better ideas.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Thanks for the quick reply @George Ganahl​. We wanted to know what are the limitations on an agentless campaign in terms of :

1. Number of contacts which can be put in the contact list
2. Number of agentless campaigns we can create.

------------------------------
Kartik Sura
Uber
------------------------------

Original Message:
Sent: 08-22-2019 09:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Once the agent hangs up the call is disconnected, and nothing more can be done with it. There is no way to call an API based on the call or to transfer it to another queue.

You might be able to create a script which has a Disconnect button that, when clicked, runs a custom PureCloud Data Actions action to add an entry to a contact list for an agentless outbound dialing campaign, which would then place the call and route it to an Outbound Call flow with the order data supplied from custom columns in the contact list populated from the script/custom action.  All that would be highly custom, and I don't know for sure it could be done. The folks on the forum at https://developer.mypurecloud.com might have some better ideas.

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

Another suggestion I had from someone is that you might make use of the Secure Flow functionality. The agent can transfer the call to a secure flow in Architect using a button named, say, End Call in the script. Since the agent is done with the call, the transfer to secure flow action in the script can then disconnect the agent from the call. The Secure Flow does not have to actually perform any secure operations...you can just verify whatever you need to verify and then disconnect the customer.

https://help.mypurecloud.com/articles/initiate-secure-flow-session/

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

Original Message:
Sent: 08-22-2019 09:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Once the agent hangs up the call is disconnected, and nothing more can be done with it. There is no way to call an API based on the call or to transfer it to another queue.

You might be able to create a script which has a Disconnect button that, when clicked, runs a custom PureCloud Data Actions action to add an entry to a contact list for an agentless outbound dialing campaign, which would then place the call and route it to an Outbound Call flow with the order data supplied from custom columns in the contact list populated from the script/custom action.  All that would be highly custom, and I don't know for sure it could be done. The folks on the forum at https://developer.mypurecloud.com might have some better ideas.

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

This looks interesting. Overall our approach seems to be the following:
1. Customer calls in and our dashboard pops up
2. Agent collects the dashboard info
3. Agent clicks on button to confirm the order.
4. The button makes an API call to our backend server
5. The call is disconnected
6. The backend server uses Genesys API to make an outbound agentless call and presents with an IVR and collects information needed

------------------------------
Kartik Sura
Uber
------------------------------

Original Message:
Sent: 08-27-2019 15:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Another suggestion I had from someone is that you might make use of the Secure Flow functionality. The agent can transfer the call to a secure flow in Architect using a button named, say, End Call in the script. Since the agent is done with the call, the transfer to secure flow action in the script can then disconnect the agent from the call. The Secure Flow does not have to actually perform any secure operations...you can just verify whatever you need to verify and then disconnect the customer.

https://help.mypurecloud.com/articles/initiate-secure-flow-session/

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


Original Message:
Sent: 08-22-2019 09:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Once the agent hangs up the call is disconnected, and nothing more can be done with it. There is no way to call an API based on the call or to transfer it to another queue.

You might be able to create a script which has a Disconnect button that, when clicked, runs a custom PureCloud Data Actions action to add an entry to a contact list for an agentless outbound dialing campaign, which would then place the call and route it to an Outbound Call flow with the order data supplied from custom columns in the contact list populated from the script/custom action.  All that would be highly custom, and I don't know for sure it could be done. The folks on the forum at https://developer.mypurecloud.com might have some better ideas.

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

That should work. You have to train the agents well to make sure they don't click the Disconnect button in the UI rather than the Confirm Order button in the script, but that should be common sense to them that they don't get the sale unless they click to confirm the order.

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

Original Message:
Sent: 08-28-2019 00:59
From: Kartik Sura
Subject: Outbound calls for each Inbound call

This looks interesting. Overall our approach seems to be the following:
1. Customer calls in and our dashboard pops up
2. Agent collects the dashboard info
3. Agent clicks on button to confirm the order.
4. The button makes an API call to our backend server
5. The call is disconnected
6. The backend server uses Genesys API to make an outbound agentless call and presents with an IVR and collects information needed

------------------------------
Kartik Sura
Uber
------------------------------


Original Message:
Sent: 08-27-2019 15:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Another suggestion I had from someone is that you might make use of the Secure Flow functionality. The agent can transfer the call to a secure flow in Architect using a button named, say, End Call in the script. Since the agent is done with the call, the transfer to secure flow action in the script can then disconnect the agent from the call. The Secure Flow does not have to actually perform any secure operations...you can just verify whatever you need to verify and then disconnect the customer.

https://help.mypurecloud.com/articles/initiate-secure-flow-session/

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


Original Message:
Sent: 08-22-2019 09:55
From: George Ganahl
Subject: Outbound calls for each Inbound call

Once the agent hangs up the call is disconnected, and nothing more can be done with it. There is no way to call an API based on the call or to transfer it to another queue.

You might be able to create a script which has a Disconnect button that, when clicked, runs a custom PureCloud Data Actions action to add an entry to a contact list for an agentless outbound dialing campaign, which would then place the call and route it to an Outbound Call flow with the order data supplied from custom columns in the contact list populated from the script/custom action.  All that would be highly custom, and I don't know for sure it could be done. The folks on the forum at https://developer.mypurecloud.com might have some better ideas.

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

Hi Kartik!

The custom script suggested by Ganahl must works. you need to use the SDK.

------------------------------
Rodrigo Hernandez
------------------------------

We wanted to know what are the limitations on an agentless campaign in terms of :

1. Number of contacts which can be put in the contact list
2. Number of agentless campaigns we can create.

------------------------------
Kartik Sura
Uber
------------------------------

Original Message:
Sent: 08-23-2019 11:14
From: Rodrigo Hernandez
Subject: Outbound calls for each Inbound call

Hi Kartik!

The custom script suggested by Ganahl must works. you need to use the SDK.

------------------------------
Rodrigo Hernandez
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