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  • 1.  Restricting duplicate data to be dialed again through campaign

    Posted 11-28-2024 05:17
    No replies, thread closed.

    We are running one agentless campaign where contact records are getting inserted in contact list via Genesys API through middleware application. And we have to give three attempts maximum to reach out the customer. We have one customer account number as unique id.

    While sending contact records they are not checking any duplicity of the data, so duplicate datas are also getting inserted to the contact list and campaign end up dialing customer multiple times as duplicate records are being inserted as new row.

    Is there any way we can avoid calling again with duplicate entries of the record.


    #Outbound

    ------------------------------
    Ashish Kumar Sinha
    ------------------------------


  • 2.  RE: Restricting duplicate data to be dialed again through campaign
    Best Answer

    Posted 11-28-2024 05:51
    No replies, thread closed.

    Hi Ashish,

    During upload, you can specify the unique id in the payload using the 'id' attribute as seen below:

    [
      {
        "id": "12345",
        "contactListId": "<Genesys contactlistId GUID>",
        "data": {
          "uniqueid": "12345",
          "Phone1": "+971123456789",
          "Timezone1": "GMT+4",
          "BestTimeToCall": "yesterday",
        },
        "callable": true
    }
    ]

    similar to how uploading via GUI where you select the unique field for the record.

    This prevents duplicate but note that it updates the record instead.



    ------------------------------
    Niel Vicente
    Technical Lead - DAMAC Properties
    Ex-Genesys
    ------------------------------



  • 3.  RE: Restricting duplicate data to be dialed again through campaign

    Posted 11-28-2024 06:47
    No replies, thread closed.

    Hi Niel,

    Thanks for the quick response with the solution. It is working now and getting updated to the same contactid in the contact list.

    One more question, is there any api we can get to know the count of the dialer attempt which can be used in pre rule management in the campaign so when we get count greater than 3 , we can avoid dialing by selecting "Do not dial" action from the rule ?



    ------------------------------
    Ashish Kumar Sinha
    ------------------------------

    Original Message


  • 4.  RE: Restricting duplicate data to be dialed again through campaign

    Posted 11-28-2024 11:59
    No replies, thread closed.

    One thing I like to do if the contact is coming from the CRM is to use the CRM's GUID as the Unique ID so I can tie it back to the CRM without having to do a lookup.  Also allows lookup from the CRM easy. 



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

    Original Message


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