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  • 1.  Triggering workflow for callback outbound call

    Posted 04-09-2025 02:33

    Is there a way to trigger a workflow based on the initiation of the outbound call stemming from an answered callback interaction? I can trigger a workflow for manually dialed outbound calls with the v2.detail.events.conversation.{id}.user.start topic and the following criteria but this same trigger does not work for the outbound callback calls. I've tried creating a simpler trigger using the same topic and direction equals outbound for the condition and the trigger still does not work. Am I missing something? 

    mediaType Equals (==) VOICE
    direction Equals (==) OUTBOUND
    conversationId Exists True
    ani Exists True
    dnis Exists True
    userId Exists True
    queueId Exists True
    sessionId Exists True
    divisionId Exists True

    Thanks


    #Triggers

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    Corey Blosser
    Wolters Kluwer
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  • 2.  RE: Triggering workflow for callback outbound call

    Posted 04-16-2025 10:00

    I feel you could use v2.detail.events.conversation.{id}.outbound with a mediaType of CALLBACK.



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    Matthew Raleigh
    Principal PS Consultant - Genesys Cloud
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  • 3.  RE: Triggering workflow for callback outbound call

    Posted 05-02-2025 14:37

    Thank you for your feedback. I appreciate the help. With some help with support, we were able to resolve the issue.

    The outbound callback call does trigger the topic v2.detail.events.conversation.{id}.user.start with media type = VOICE and direction = OUTBOUND. The crux of my issue was a "bad" loop in the executed workflow causing the workflow to run for several minutes. I was expecting the workflow to complete in seconds so I would test a callback interaction, check for execution history and could not find it. That made me think the workflow was not executed. If I would have waited 20 minutes or so and checked again, I would have seen the execution history.

    Once I realized how long it was taking for the workflow to execute and corrected the loop, all was working as expected and the workflow execution history appeared in seconds. Never underestimate my ability to overlook something. :)



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    Corey Blosser
    Wolters Kluwer
    ------------------------------

    Original Message


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