Dear Genesys Community, 

I'm looking for your advice for the following use case:

On of our customer has a critical line who people can call to signaling a gas leak. 

As this call is critical, when the call is on the queue, we are creating an outbound contact (contactID is the concatenation of the inbound Interaction ID with "_0) so we know the contact ID, Contact ID list and the campaign ID. 

To advise agents that a call is waiting on the critical queue, we are calling a physical phone (done via the Outbound Campaign in AgentLess mode and contact insert when caller is on queue).

When the call is answered we are using a trigger to stop the outbound call (as it's only for information). Due to Analytic latency sometime, the process is broken because Analytics didn't see the outbound call. 

We imagine putting the Outbound ID on the Participant Data for the inbound queue. Like that we didn't use analytics anymore. (Disconnect the outbound interaction passed via a workflow - if possible) on the Participant Data of the inbound interaction

I already test the whole scenario and it's working fine. The only missing (1% of the process) is to catch the event dialing.

We would like to use a trigger or an automatic task when the outbound call start (dialing state). Outbound call will not be answer

Do you have an idea how I can catch the dialing event and run a workflow?

Thanks,

Michel

Hello Michel, 

I believe what you are looking for can be done with triggers specifically the topic v2.detail.events.conversation.{id}.outbound. I would know how you exactly need to build this out, but you can test the outbound topic in the dev center by following this documentation and this documentation to create a websocket, subscribing to the topic and placing an outbound call with GC. 

Cheers, 

Dear Genesys Community, 

I'm looking for your advice for the following use case:

On of our customer has a critical line who people can call to signaling a gas leak. 

As this call is critical, when the call is on the queue, we are creating an outbound contact (contactID is the concatenation of the inbound Interaction ID with "_0) so we know the contact ID, Contact ID list and the campaign ID. 

To advise agents that a call is waiting on the critical queue, we are calling a physical phone (done via the Outbound Campaign in AgentLess mode and contact insert when caller is on queue).

When the call is answered we are using a trigger to stop the outbound call (as it's only for information). Due to Analytic latency sometime, the process is broken because Analytics didn't see the outbound call. 

We imagine putting the Outbound ID on the Participant Data for the inbound queue. Like that we didn't use analytics anymore. (Disconnect the outbound interaction passed via a workflow - if possible) on the Participant Data of the inbound interaction

I already test the whole scenario and it's working fine. The only missing (1% of the process) is to catch the event dialing.

We would like to use a trigger or an automatic task when the outbound call start (dialing state). Outbound call will not be answer

Do you have an idea how I can catch the dialing event and run a workflow?

Thanks,

Michel

Hello Cameron, 

I already tried this topic. Unfortunately during my test, the trigger was only executed once the outbound call is answered.

Or maybe I made a mistake on the configuration.

Regards,

Michel

Hello Michel, 

I believe what you are looking for can be done with triggers specifically the topic v2.detail.events.conversation.{id}.outbound. I would know how you exactly need to build this out, but you can test the outbound topic in the dev center by following this documentation and this documentation to create a websocket, subscribing to the topic and placing an outbound call with GC. 

Cheers, 

Dear Genesys Community, 

I'm looking for your advice for the following use case:

On of our customer has a critical line who people can call to signaling a gas leak. 

As this call is critical, when the call is on the queue, we are creating an outbound contact (contactID is the concatenation of the inbound Interaction ID with "_0) so we know the contact ID, Contact ID list and the campaign ID. 

To advise agents that a call is waiting on the critical queue, we are calling a physical phone (done via the Outbound Campaign in AgentLess mode and contact insert when caller is on queue).

When the call is answered we are using a trigger to stop the outbound call (as it's only for information). Due to Analytic latency sometime, the process is broken because Analytics didn't see the outbound call. 

We imagine putting the Outbound ID on the Participant Data for the inbound queue. Like that we didn't use analytics anymore. (Disconnect the outbound interaction passed via a workflow - if possible) on the Participant Data of the inbound interaction

I already test the whole scenario and it's working fine. The only missing (1% of the process) is to catch the event dialing.

We would like to use a trigger or an automatic task when the outbound call start (dialing state). Outbound call will not be answer

Do you have an idea how I can catch the dialing event and run a workflow?

Thanks,

Michel