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  • 1.  Preview Dialer Trigger

    Posted yesterday
    I found a way to capture a Preview Contact Delivery Event ! 

    This trigger leverages v2.detail.event.conversation.{id}.attributes  topic which fires when a conversation attribue ae udated, fortunately for us the   Preview Campaign Mode orchestration is updating the conversation attributes for the CALLBACK , there is a lifecycle event that sets anattriutescv_c3dfd759-f47-483c92ed-5b30ba201b:7e272bbb-42a9-4ff2-9a62-7495ab2736b2:call.callback": "accepted"  I determined "svc" = ServiceCloudVoice ( historical artifact AND"dialerCampaignId": "984307db-4f58-41c3-8136-552a0900c439""dialerInteractionId": "0f0aa9a4-f4a9-48be-a63f-3b2f744fde52""dialerContactListId": "2b587213-0d5d-411d-b911-63d1162bc9b2"
    So we set a condition to check if the dialerCampaignId  match a List ( Extra Guard against catching nonPreviewrelated eventsANDJSON_Path attributes[*]  Contains "accepted" WICHConsistently Produces a single execution of the associated Automation Workflow that leverages a Contact List Query Data-Action that returns all the attributes of a Contact List Member. Then, pushes the associated Contact List Record property value to Salesforce Voice Call Record Attempt.
    Notes:
    • This event is fired immediately after the  Preview  contact is delivered to the Agent, before the call is actually placed which also means before the call rules are evaluated. 
    • The trigger can also capture contact events as they are Picked by the dialer from the contact list by changing "accepted" to "pending"
    • There is no true Preview Mode, Preview is actually a composite of the dialers ability to select an available agent, pull a contact from a list and the native platform Callback feature (clever trick ) and is the reason the SFServiceCloudVoice integration and outbound topic triggers are so ridiculously handicapped in preview mode. 

    Attached are some screenshots, one of the Trigger definition, the second the jsonData payload delivered to the Architect Workflow. Hope this helps the community!

    image
    image

    #Outbound

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    Mark Pareja
    Principal Architect, GoDaddy
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  • 2.  RE: Preview Dialer Trigger

    Posted yesterday

    Hi @Mark Pareja,

    This is a genuinely clever use of the v2.detail.event.conversation.{id}.attributes topic to detect preview contact delivery events, especially considering how limited the native outbound triggers are for Preview Mode.
    Your method works well, though a more specific attribute‑name‑plus‑value check could help avoid matching unrelated attributes.
    Did you notice any variation in the SCV lifecycle attribute naming across orgs or over time?
    Since the SCV callback attributes aren't officially documented, I just wanna make sure, how stable this naming convention has been in your testing.
    Posts like this help others deliver solutions that aren't obvious from documentation alone.
    Thanks


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    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
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    Original Message


  • 3.  RE: Preview Dialer Trigger

    Posted 19 hours ago

    Actually with the campaign list in the first qualifier as the first trigger statement and the second statement that pick only "accepted" events in testing we get a single event per preview "Offer". So we end up with a clean 1:1 event for Preview calls. 



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    Mark Pareja
    Principal Voice Engineer, Archi-doer
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    Original Message


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