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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Original Message:
Sent: 10-21-2024 09:56
From: Eduardo de Souza
Subject: Pre-call rule issue with multiple phone numbers in contact list
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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