Genesys Cloud - Main

Hello, everyone!

I'm facing an issue with pre-call rules in Genesys Cloud. Previously, I used a pre-call rule for a campaign that triggered a Data Action linked to an API, which checked if the phone number in the "PHONE_NUMBER" column of my contact list was present in an external database. If it was, the rule returned "true" and the call was not made; if not, the call proceeded.

However, my contact list now contains 5 phone numbers for each contact. The pre-call rule options in Genesys Cloud only allow me to select one of the numbers from 1 to 5, without identifying which number will actually be dialed. This makes the rule ineffective, as I can't validate the specific number that is about to be dialed.

Additionally, we cannot use the DNC list as a workaround since our external database contains over 10 million records.

Has anyone encountered a similar issue or found a workaround for this limitation? Is there any way to identify which phone number will be dialed when the pre-call rule is executed?

Thanks in advance for your help!

#API/Integrations
#Outbound

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Eduardo de Souza
Systems Analyst
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Hello Eduardo,

I was looking at some of the Ideas in the Product Ideas Lab and I happened to find this one, that is currently in Future Consideration, that seemed to be similar to what you were asking. I did see that we had a handful of Ideas related to pre-call rules and Data Actions on there as well. 

I would recommend taking a look at that Idea, voting on it, and leaving a comment if you think that it would be a helpful feature to have.

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Jason Kleitz
Online Community Manager/Moderator
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