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  • 1.  Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-10-2023 14:39

    Hi,

    I have a scenario here if there are multiple records in the contact list then we need to dial only once for agentless campaign but would need to fetch certain field from each duplicate record and play it back together.



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    Pradyumna Jena
    MOLINA HEALTHCARE INC.
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  • 2.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-10-2023 15:44

    Hi,

    You really need to refactor your data so each customer only has one entry in the contact list, with multiple phone numbers. Genesys Outbound treats each contact in the list as an atomic entity.

    HTH



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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-11-2023 02:23

    Understood! But the ask here is to pick reference number from each record of duplicate numbers and play it back all together in a single call itself. Is there a way to achieve it?



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    Pradyumna Jena
    MOLINA HEALTHCARE INC.
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  • 4.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    GENESYS
    Posted 04-11-2023 03:40

    Hi,you can reference each field in your contact list in an outbound campaign. Pls map the contact list in your outbound flow settings.
    Then you can access every field by using the variable call.contact.<name_of_the_field>
    Marcus



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    Marcus Schweiger
    Genesys - Employees
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  • 5.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-11-2023 08:22

    That can be doable but how do I iterate the duplicate numbers from the list and then fetch the desired field to play?



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    Pradyumna Jena
    MOLINA HEALTHCARE INC.
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  • 6.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-11-2023 08:48

    This is the point, you can't.

    You either need to refactor your data so that all the information required is stored in a single contact record, or you need to store it externally (say in your CRM) and access it using a Data Action via a REST API call.

    Also, may I suggest you post this in the main Genesys Cloud CX forum? This forum is primarily concerned with Certification and Training. That one will have a wider audience ๐Ÿ˜‰



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    Paul Simpson
    Eventus Solutions Group
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  • 7.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    GENESYS
    Posted 04-11-2023 11:39

    Thanks for the help and recommendation @Paul Simpson



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    Jeff Ritter
    Genesys - Employees
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  • 8.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-11-2023 11:40

    I did have this query posted in dev community as well but didn't receive any response on that.
    https://developer.genesys.cloud/forum/t/fetching-certain-field-from-each-row-of-duplicate-record-in-outbound-contact-list/19380

    Btw how do we refactor the data in a single record?



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    Pradyumna Jena
    MOLINA HEALTHCARE INC.
    ------------------------------



  • 9.  RE: Playback values from each row for duplicate contacts in Outbound Contact List

    Posted 04-11-2023 12:05

    Ok, so I was referring to the Genesys Cloud CX community here on the main Community site ๐Ÿ˜‰

    Anyway, regarding the refactoring. Without knowing the actual data, let's assume you have a situation where you are calling people to remind them of upcoming appointments. Let's say that a person has three appointments the following day, so there are three records in the contact list, all for the same phone number / person, but with three different times. What it sounds like you want to do is only all them once and remind them of all three appointments, but what it's doing is to call them three times, once for each. This is because Genesys Cloud has no way to tie the records together. As I explained before, each record in the contact list is atomic.

    So, what you need to do is to export the data to a single record in the contact list, with all the appointments in it. (That's what I mean by refactor.) You could have a column for the appointment time and put a delimited list in that column (something like 11:00|12:30|14:15, or whatever.) Then, in your outbound flow, you split that on the delimiter and iterate trough the values, playing each in turn. One record, one call.

    Alternatively, you don't put the appointment times into the list at all, but you have a way to retrieve them from your CRM via a REST API. Then, what you do in your Outbound Flow is to call a data action to look up the appointment times in the CRM based on a common key (Phone Number, Account Number or whatever) and play the results. Again, One record, one call.

    HTH



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    Paul Simpson
    Eventus Solutions Group
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