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  • 1.  Outbound Wrapup code

    Posted 09-10-2024 08:04
    No replies, thread closed.

    Hi All,

    I am working on Outbound dialer and we need to send post call history to CRM api when call is connected to customer via Architect flow (we have some logics there). We are using trigger to invoke Workflow to capture conversation details for our logic and  need to  check if we get wrapup code like "wrapUpCode": "ININ-OUTBOUND-TRANSFERRED-TO-FLOW" so that we can send call history accordingly to CRM api.

    Has anyone worked on similar use case how we can get wrap code from Genesys /api/v2/analytics/conversations/${input.ConversationID}/details ?


    #Outbound

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    Ashish Kumar Sinha

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  • 2.  RE: Outbound Wrapup code

    Posted 09-10-2024 09:19
    No replies, thread closed.

    Hi Ashish,

    Based on your use case, I assume this is a dialer that routes a call to an outbound flow?

    Question is why is there a need to call the API and fetch the wrap-up? The ININ-OUTBOUND-TRANSFERRED-TO-FLOW system wrap-up is standard for all dialer calls routed to a flow.

    However, you still need to assign a default wrap-up code to your flow correct? This wrap-up gets attached to the conversation together with the system wrap-up.

    Also, if you have several set wrap-up code actions inside this outbound flow, then why is there still a need to fetch the wrap-up?

    I don't see a situation where the wrap-up is unknown. Is this workflow then checking past calls/conversations where you are filtering based on wrap-up?

    Can you elaborate your use case here?



    ------------------------------
    Niel Vicente
    DAMAC Properties Co. LLC
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  • 3.  RE: Outbound Wrapup code

    Posted 09-10-2024 09:29
    Edited by Jason Kleitz 09-16-2024 09:49
    No replies, thread closed.

    what particular topic name are you using on your trigger? check the event schema of the topic the your using and get a sample data when the trigger is invoke using json data format. guide here https://help.mypurecloud.com/articles/overview-of-triggers/ if you can get the value that you are looking for on the event that you are using, then you can extract from the jsonData the conversationId or participantId and use it as input variable in 'Get Conversation Data' action in your workflow.
    https://help.mypurecloud.com/articles/work-with-workflows/ look for 'Get conversation Data' using this you can get the value of WrapUpCode if the variable is available on the event schema of the topic that you are using.



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    Ernest John Nuque
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  • 4.  RE: Outbound Wrapup code

    Posted 09-11-2024 03:09
    Edited by Ashish Kumar Sinha 09-11-2024 03:09
    No replies, thread closed.

    Hi Niel,

    The use case is when we get wrap up code as ININ-OUTBOUND-TRANSFERRED-TO-FLOW, it means the customer picked the call and interaction went to Outbound flow. We need to pass some data to API only when there is successful scenario.

    Hi Ernest,

    I am using v2.detail.events.conversation.{id}.customer.end topic to trigger my Workflow.



    ------------------------------
    Ashish Kumar Sinha
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    Original Message


  • 5.  RE: Outbound Wrapup code
    Best Answer

    Posted 09-11-2024 03:40
    No replies, thread closed.

    Hi Ashish,

    Assuming your call analysis response only routes to flow on Line Connected, you can be assured 100% that the outbound flow is invoked only on customer pickup.

    If you have Answering Machine set to 'Hangup', only connected calls will invoke the outbound flow.

    There's no need to call another API to fetch conversation data. Call your CRM (Salesforce?) API as you like.

    Question:
    Are you also expecting DTMF input or you will call your CRM API as soon as customer picks up?





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    Niel Vicente
    DAMAC Properties Co. LLC
    ------------------------------

    Original Message


  • 6.  RE: Outbound Wrapup code

    Posted 09-12-2024 02:44
    No replies, thread closed.

    Thanks Niel for the clarification.

    Yes, after playing some message we are giving option to press 1 to route to queue in case they need more clarifications.



    ------------------------------
    Ashish Kumar Sinha
    Cognizant Technology Solutions India Private Limited
    ------------------------------

    Original Message


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