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  • 1.  Outbound ppdating an entry in a contact list using a variable - how?

    Posted 01-26-2024 01:12
    No replies, thread closed.
    Hi!
     
    In an outbound call scenario, I'd like to write the ID of the agent who handled the call into the contact list.
     
    Do you have any suggesions how this can be implemented?
    I have narrowed it own to 2 ideas, but hit the wall both times:
     
    1. Use outbound rules: here I can write something into the contact list, but don't have access to any variables. Can interaction/architect variables be referenced in Architect at all?
    2. In the architect flow: not sure how entries in the contact list can be updated; the references I have found were read only.
     
    If you have  suggestions about how this issue can be approached, I'd be grateful for any advice.
     
    Thank you!

    #Outbound

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    Syxtus Gaal
    Vodafone GmbH
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  • 2.  RE: Outbound ppdating an entry in a contact list using a variable - how?

    Posted 02-18-2024 00:04
    No replies, thread closed.

    You should be able to use a Wrap-up rule to do this.   You will need to run a data action against the conversationID to get the agent and then update a column based on the result.  The other way would be to use a Trigger on the Agent end and check for the campaign and list in a Workflow to then write back to the contact list based on the contact ID.  Neither is really easy, but doable.  I would suggest you contact your vendor (I think that is Ttec) to help you through that or get with @Dannie Sanders in EMEA to help you through this.  He can pull me in if needed.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Outbound ppdating an entry in a contact list using a variable - how?
    Best Answer

    Posted 03-05-2024 12:02
    No replies, thread closed.

    Hi Syxtus, 

    Your question has been answered on the newest Q&A show at minute mark 31:31. Hope this helps!



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    Nicole Milliken
    Genesys - Employees
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    Original Message


  • 4.  RE: Outbound ppdating an entry in a contact list using a variable - how?

    Posted 03-06-2024 06:40
    No replies, thread closed.

    Thank you, @Nicole Milliken and @Dean Thames for providing this elaborate solution. It looks feasible, excellent work!



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    Syxtus Gaal
    Vodafone GmbH
    ------------------------------

    Original Message


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