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Route inbound call to campaign if number is in a list with a campaign

  • 1.  Route inbound call to campaign if number is in a list with a campaign

    Posted 06-05-2025 18:12

    jlee | 2017-06-20 16:26:46 UTC | #1

    We have a system where we call customers based on leads that go into call lists and campaigns in purecloud. Based on wrapup codes the customers are marked uncallable. We have a situation where customers may call us back and we may want to close that customer out, to ensure they don't get called again in the campaign. Does anyone know of a good way to do that? If the inbound call took care of why we were playing the outbound call, we want to make sure another employee doesn't make another outbound call to the customer, not knowing that it should no longer be in the call list.

    One idea we had was it would be nice if someone called in and their number was in a campaign/call list, they would get routed to that campaign and the wrapup codes would write back to that list. I highly doubt that is possible.

    Thanks in advance

    tim.smith | 2017-06-20 21:18:05 UTC | #2

    jlee, post:1, topic:1438
    We have a situation where customers may call us back and we may want to close that customer out, to ensure they don't get called again in the campaign. Does anyone know of a good way to do that?

    You can update the contact in the call list to make the record uncallable using PUT /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId}. You can export and download the contact list if you need to find a contact using POST /api/v2/outbound/contactlists/{contactListId}/export and GET /api/v2/outbound/contactlists/{contactListId}/export, respectively.

    jlee, post:1, topic:1438
    One idea we had was it would be nice if someone called in and their number was in a campaign/call list, they would get routed to that campaign and the wrapup codes would write back to that list. I highly doubt that is possible.

    I'm not aware of any way to coerce an inbound call into an outbound dialer call, but you could use a bridge server integration to look up info from the contact list to affect how the inbound call is routed, and could even mark the contact list record uncallable as part of that process.

    system | 2017-07-21 21:18:27 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 1438



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