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  • 1.  Triggers for preview campaign mode

    Posted 10-31-2023 02:56

    Can someone please help to understand if the usage of triggers is supported for a preview campaign mode? I did some testing but don't see the trigger workflow getting activated. It does work well for a progressive dialing mode though. 


    #Outbound

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    Midhun Suja
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Triggers for preview campaign mode

    Posted 11-21-2023 20:03

    What is your trigger set to look for?  If a dial, then you won't see that with the Preview Mode if I remember.  You would have to look for acceptance of the Preview item by the agent.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Triggers for preview campaign mode

    Posted 11-21-2023 21:06

    My need is while a record is being queued for an agent in the preview mode, I wanted to run a workflow in parallel which extracts some data from an external AWS dynamo or a GC data table and attach it as a participant data and merge it with the conversation ID. By the time an agent answers the call, they will have this data collected from the parallel workflow too, along with the contact list data.



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    Midhun Suja
    Cognizant Technology Solutions India Private Limited
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  • 4.  RE: Triggers for preview campaign mode

    Posted 13 days ago

    DId you found the solution for this?? thanks!!



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    David Fradejas Tomás
    Sabio Ibérica, S.A.
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  • 5.  RE: Triggers for preview campaign mode
    Best Answer

    Posted 12 days ago

    David, I would fire off a workflow just before it passes to the queue and provide. Prompt that is longer than it takes for the workflow to run. That workflow will run the lookup and write participant data to the conversation.  The script would have to read in these values on script load unless you can time the workflow ahead of the queue transfer and assign to script attribute.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 6.  RE: Triggers for preview campaign mode

    Posted 12 days ago

    That sounds good!!! Thanks !!!



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    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------



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