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  • 1.  Setting priority on a callback after it enters ACD?

    Posted 09-26-2023 15:14
    No replies, thread closed.

    We have a website flow that uses the REST API to enter callback requests into our queues.  This works well, but, I noticed that we have a gap when it comes to Priority of the interactions vs. normal inbound voice calls in the same queue.  We use a data table to dynamically set Priority on those calls, but for the callbacks, the web flow doesn't have access to this data table.

    Is there a way to trigger this Set Priority somehow, after the callback is in queue?  I thought I might be able to use a Trigger, but Workflows don't have the ability to Set Priority directly. Am I looking at having to build a Data Action to do this via the API, instead?


    #Routing(ACD/IVR)

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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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  • 2.  RE: Setting priority on a callback after it enters ACD?

    Posted 09-26-2023 18:48
    No replies, thread closed.

    Data Tables are available through the APIs, the web flow could call the Genesys API to get the Data Table entries so when it calls the API to create the Callback it can set the priority then and there?

    Otherwise yeah DataAction called in a workflow might be the way to go since callbacks don't go through in Inbound or In Queue flow can't really do any processing there.



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    Anton Vroon
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  • 3.  RE: Setting priority on a callback after it enters ACD?

    Posted 09-27-2023 11:17
    No replies, thread closed.

    Thanks for confirming, Anton.  I know we could do the data table lookup via API, but that'd require work from a different team and add latency to the web experience.  It was more practical to assess doing this via a triggered event.  I'm just hoping that callbacks actually trigger the "acd.start" event, but I won't know until I go to test it out.  



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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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    Original Message


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