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 ?

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

------------------------------
Ashish Kumar Sinha

------------------------------

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.

------------------------------
Ernest John Nuque

Original Message:
Sent: 09-10-2024 08:04
From: Ashish Kumar Sinha
Subject: Outbound Wrapup code

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

------------------------------
Ashish Kumar Sinha

------------------------------

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

Original Message:
Sent: 09-10-2024 09:28
From: Ernest John Nuque
Subject: Outbound Wrapup code

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.

------------------------------
Ernest John Nuque

Original Message:
Sent: 09-10-2024 08:04
From: Ashish Kumar Sinha
Subject: Outbound Wrapup code

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

------------------------------
Ashish Kumar Sinha

------------------------------

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?

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

Original Message:
Sent: 09-10-2024 09:28
From: Ernest John Nuque
Subject: Outbound Wrapup code

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.

------------------------------
Ernest John Nuque

Original Message:
Sent: 09-10-2024 08:04
From: Ashish Kumar Sinha
Subject: Outbound Wrapup code

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

------------------------------
Ashish Kumar Sinha

------------------------------