Posting this here for other users/admins that have run into the same limitation and need a solution.
Scenario:
We use the Outbound Preview Campaign for our renewals team to reach out to existing customers that are nearing their renewal date. When the agent is presented the Preview, they verify the customer information in our CRM. As the contact list can be generated days before the outbound call is presented to an agent, there are cases where the customer has already renewed by other means.
Problem:
The agent needs to make the contact not callable. This can be done by selecting the appropriate wrap-up code, however, wrap-up codes can only be selected after the call has been made. We want to avoid the unnecessary and awkward call to a customer that has already renewed.
The agent could instead Skip the call, but then cannot select a wrap-up, and when the campaign cycles through then the same customer will be presented to the agent again. (and again, and again)
Solution:
Set up two Genesys API Actions:
-------------------------------------------
Get ContactListID from CampaignID
/api/v2/outbound/campaigns/${input.campaignId}
JSON input:
{
"type": "object",
"additionalProperties": true,
"properties": {
"campaignId": {
"type": "string"
}
}
}
JSON Output:
{
"type": "object",
"additionalProperties": true,
"properties": {
"contactList": {
"type": "object",
"additionalProperties": true,
"properties": {
"id": {
"type": "string"
}
}
}
-------------------------------------------
-------------------------------------------
PUT_UpdateOutboundContact_CallableFlag
/api/v2/outbound/contactlists/${inputcontactListId}/contacts/${input.contactId}
JSON input:
{
"type": "object",
"additionalProperties": true,
"properties": {
"contactListId": {
"type": "string"
},
"contactId": {
"type": "string"
},
"callable": {
"type": "boolean"
}
}
}
JSON Output:
{
"type": "object",
"additionalProperties": true,
"properties": {
"callable": {
"type": "boolean"
}
}
}
-------------------------------------------
In the Scripts, created two Custom actions
Update Callable Flag- False
- Get ContactListID from CampaignID
- Input: Outbound.Campaign ID
- Output: Contact List ID
- PUT_UpdateOutboundContact_CallableFlag
- Input: Contact List ID
- Input Outbound Contact ID
- Callable: False
- Output: Callable
- Scripter Refresh Input Variables
Update Callable Flag- True
- Get ContactListID from CampaignID
- Input: Outbound.Campaign ID
- Output: Contact List ID
- PUT_UpdateOutboundContact_CallableFlag
- Input: Contact List ID
- Input Outbound Contact ID
- Callable: True
- Output: Callable
- Scripter Refresh Input Variables
-------------------------------------------
Added buttons on the Script page for the agent to select "Unable to call" and "Make Callable" (in case they needed to undo) and displays the Callable flag.
The agent is now able to toggle the Callable flag prior to skipping the call which prevents the contact from being presented again on the next cycle.
#API/Integrations#Outbound------------------------------
Peter DeMarco
na
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