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  • 1.  Registering data to a callback list in Architect

    Posted 01-07-2025 19:03
    No replies, thread closed.
    Hello Everyone
     
    Registering data to a callback list in Architect
     
    We are considering an IVR receptionist flow using a call back list for agent-less support.
    At this time, we are considering the following flow, but we would like to know how to save the phone number entered by the customer in the IVR in the Architect to the Call Back List.
    I would like to know how to save the phone number entered by the customer in IVR to the callback list in Architect.
     
     
    (1) Receive a call through IVR
    (2) Guidance is played and the caller is asked to select whether or not they wish to receive a call back.
    (3) If the caller wishes to be called back, ask the caller to enter a phone number to be called back.
    (4) Register the entered phone number in the call back list
    (5) At an arbitrarily set time, the caller is referred to the callback list and the call is automatically dispatched.
     
    We are also considering registering the number in a data table as another idea, but is it possible to make automatic outgoing calls by referring to the data table in the first place?
    Best regards,

    #API/Integrations
    #ArchitectureandDesign

    ------------------------------
    Matsumoto Shun
    Unknown
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  • 2.  RE: Registering data to a callback list in Architect

    Posted 01-07-2025 20:21
    No replies, thread closed.

    Create a scheduled callback through a data action using https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks.  You can specify the queue, time, script, priority, preferred agents, language and more.  Then let it sit in queue until that time.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Registering data to a callback list in Architect

    Posted 01-07-2025 23:13
    No replies, thread closed.
    Thanks for the advice.
     
    As another option, if callback list = contact list, we are considering registering data such as phone numbers entered in IVR within Architect to the contact list and automatically dispatch them in an outbound campaign.
     
    As a prerequisite, is there an API available in Architect to add contacts to the following contact list?
    *I am aware of calling the API in a data action.


    ------------------------------
    Matsumoto Shun
    Unknown
    ------------------------------

    Original Message


  • 4.  RE: Registering data to a callback list in Architect
    Best Answer

    Posted 01-07-2025 23:25
    No replies, thread closed.

    In that case, create an always running campaign and use and API to insert records into the contact list.  Have a field for date and time and a pre-call rule to not dial unless the time has passed 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Registering data to a callback list in Architect

    Posted 01-08-2025 19:11
    No replies, thread closed.

    Thank you for your advice.
    I understand that the API that can add/update phone number records to the contact list in the inbound flow is as follows. Is this correct?

    POST /api/v2/outbound/contactlists/{contactListId}/contacts
    https://developer.genesys.cloud/routing/outbound/#post-api-v2-outbound-contactlists--contactListId--contacts

    If this is correct, I am considering executing this API using a data action.

    Best regards,



    ------------------------------
    Matsumoto Shun
    Unknown
    ------------------------------

    Original Message


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