Genesys Cloud - Main

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Thank you VK. This is  a very innovative solution which I am going to forward to my development teams.  Follow-up question.  Have you noticed if this impacts user to user communications such as an agent calling their supervisor of vise versa? 

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

I think we are find in this respect as have not had any issues raised.

When your developers look into developing this solution, they will be able to manage which calls will needs to be disconnected (external to genesys) v/s which not to be disconnected (internal to genesys).

Regards

Thank you VK. This is  a very innovative solution which I am going to forward to my development teams.  Follow-up question.  Have you noticed if this impacts user to user communications such as an agent calling their supervisor of vise versa? 

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Vineet this is a great solution. This would help us a lot. Would you mind sharing a little more about how you configured your trigger and architech flow? to accomplish this.

1. For this part:

• Create a trigger for v2.detail.events.conversation.{id}.user.start

does this mean you used this condition as the trigger condition? how did you define your JSON path in your trigger conditions?

2. Can you elaborate a little on how configured this and how you connected this to an outbound call flow? Or did you accomplish it some other way?

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Bryan,

For the trigger part, I use the "Triggers" menu to setup the specific trigger and use the following JSON path elements; "direction == OUTBOUND, queueId exists == false, mediaType in ["VOICE", "CALLBACK", "UNKOWN"].
In addition I need to specify the workflow that will be initiated when this trigger is executed.
The above will ensure that if the outbound call does not have a queue attached to it, it will trigger the specific workflow.

Within the workflow, I do check a few thing before making a decision of disconnecting the call or allowing it to go through.

We do not use an outbound call-flow but I think as long as you have the above setup, it will ensure that anyone trying to dial an outbound number without a queue will not be allowed.

Hope this helps.

Regards

Vineet this is a great solution. This would help us a lot. Would you mind sharing a little more about how you configured your trigger and architech flow? to accomplish this.

1. For this part:

• Create a trigger for v2.detail.events.conversation.{id}.user.start

does this mean you used this condition as the trigger condition? how did you define your JSON path in your trigger conditions?

2. Can you elaborate a little on how configured this and how you connected this to an outbound call flow? Or did you accomplish it some other way?

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

A great effort was exerted in this solution, thank you Vineet!

Just a little comment here, if you don't want to impact the customer experience by disconnecting the call, you alternatively set an external tag via API to that conversation within the workflow to distinguish the conversations that weren't initiated on behalf of the queue and let the call be completed.

At this point you can search by the external tag you set to these conversations from the Interactions view for these calls, identify the agents doing so, and take the actions needed for such behavior with them.

__PRESENT

Hi Bryan,

For the trigger part, I use the "Triggers" menu to setup the specific trigger and use the following JSON path elements; "direction == OUTBOUND, queueId exists == false, mediaType in ["VOICE", "CALLBACK", "UNKOWN"].
In addition I need to specify the workflow that will be initiated when this trigger is executed.
The above will ensure that if the outbound call does not have a queue attached to it, it will trigger the specific workflow.

Within the workflow, I do check a few thing before making a decision of disconnecting the call or allowing it to go through.

We do not use an outbound call-flow but I think as long as you have the above setup, it will ensure that anyone trying to dial an outbound number without a queue will not be allowed.

Hope this helps.

Regards

Vineet this is a great solution. This would help us a lot. Would you mind sharing a little more about how you configured your trigger and architech flow? to accomplish this.

1. For this part:

• Create a trigger for v2.detail.events.conversation.{id}.user.start

does this mean you used this condition as the trigger condition? how did you define your JSON path in your trigger conditions?

2. Can you elaborate a little on how configured this and how you connected this to an outbound call flow? Or did you accomplish it some other way?

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Bryan,

For the trigger part, I use the "Triggers" menu to setup the specific trigger and use the following JSON path elements; "direction == OUTBOUND, queueId exists == false, mediaType in ["VOICE", "CALLBACK", "UNKOWN"].
In addition I need to specify the workflow that will be initiated when this trigger is executed.
The above will ensure that if the outbound call does not have a queue attached to it, it will trigger the specific workflow.

Within the workflow, I do check a few thing before making a decision of disconnecting the call or allowing it to go through.

We do not use an outbound call-flow but I think as long as you have the above setup, it will ensure that anyone trying to dial an outbound number without a queue will not be allowed.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 01-06-2024 18:07
From: Bryan Holden
Subject: User placing outbound calls where they are not calling on behalf of a queue

Vineet this is a great solution. This would help us a lot. Would you mind sharing a little more about how you configured your trigger and architech flow? to accomplish this.

1. For this part:

• Create a trigger for v2.detail.events.conversation.{id}.user.start

does this mean you used this condition as the trigger condition? how did you define your JSON path in your trigger conditions?

2. Can you elaborate a little on how configured this and how you connected this to an outbound call flow? Or did you accomplish it some other way?

------------------------------
Bryan Holden
Conduit Health Partners

Original Message:
Sent: 10-11-2023 02:53
From: Vineet Kakroo
Subject: User placing outbound calls where they are not calling on behalf of a queue

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 10-10-2023 14:30
From: Mark Pierson
Subject: User placing outbound calls where they are not calling on behalf of a queue

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

#Outbound
#PlatformAdministration
#SystemAdministration

------------------------------
Mark Pierson
Ally Financial
------------------------------

Thank you Vineet, 

That makes sense to apply some additional controls to the workflow.

Where I am struggling is how to cause the disconnect within the flow as I only see this in the toolbox within an inbound flow.

Are you able to guide me there? 

I see your guidance in the below step but I am still unclear how to incorporate this specific API call to make it execute in architecture. Sorry I am still a bit new in this area.

------------------------------
Bryan Holden
Conduit Health Partners

Original Message:
Sent: 01-08-2024 03:40
From: Vineet Kakroo
Subject: User placing outbound calls where they are not calling on behalf of a queue

Hi Bryan,

For the trigger part, I use the "Triggers" menu to setup the specific trigger and use the following JSON path elements; "direction == OUTBOUND, queueId exists == false, mediaType in ["VOICE", "CALLBACK", "UNKOWN"].
In addition I need to specify the workflow that will be initiated when this trigger is executed.
The above will ensure that if the outbound call does not have a queue attached to it, it will trigger the specific workflow.

Within the workflow, I do check a few thing before making a decision of disconnecting the call or allowing it to go through.

We do not use an outbound call-flow but I think as long as you have the above setup, it will ensure that anyone trying to dial an outbound number without a queue will not be allowed.

Hope this helps.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 01-06-2024 18:07
From: Bryan Holden
Subject: User placing outbound calls where they are not calling on behalf of a queue

Vineet this is a great solution. This would help us a lot. Would you mind sharing a little more about how you configured your trigger and architech flow? to accomplish this.

1. For this part:

• Create a trigger for v2.detail.events.conversation.{id}.user.start

does this mean you used this condition as the trigger condition? how did you define your JSON path in your trigger conditions?

2. Can you elaborate a little on how configured this and how you connected this to an outbound call flow? Or did you accomplish it some other way?

------------------------------
Bryan Holden
Conduit Health Partners

Original Message:
Sent: 10-11-2023 02:53
From: Vineet Kakroo
Subject: User placing outbound calls where they are not calling on behalf of a queue

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited

Original Message:
Sent: 10-10-2023 14:30
From: Mark Pierson
Subject: User placing outbound calls where they are not calling on behalf of a queue

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

#Outbound
#PlatformAdministration
#SystemAdministration

------------------------------
Mark Pierson
Ally Financial
------------------------------

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Vineet, as many have already said, I love this solution you have come up with.  Thank you for sharing it with the community.  How are you disconnecting the call from the triggered Workflow Architect flow?  Which GC Public API endpoint are you using?  

Thank you for sharing, I'd like to create a Developer Blueprint and associate it with the Aha idea so others can easily implement your solution.

Regards,

Jason Wolfgang

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Hi Jason,

I am using the /api/v2/conversations/${input.ConversationId}/disconnect API to disconnect the conversation. It would be good if we had the Disconnect step within the workflow itself.
Idea on Aha would be great, thanks.

Regards

Vineet, as many have already said, I love this solution you have come up with.  Thank you for sharing it with the community.  How are you disconnecting the call from the triggered Workflow Architect flow?  Which GC Public API endpoint are you using?  

Thank you for sharing, I'd like to create a Developer Blueprint and associate it with the Aha idea so others can easily implement your solution.

Regards,

Jason Wolfgang

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks. 

Perfect!  Thank you for this insight!

Hi Jason,

I am using the /api/v2/conversations/${input.ConversationId}/disconnect API to disconnect the conversation. It would be good if we had the Disconnect step within the workflow itself.
Idea on Aha would be great, thanks.

Regards

Vineet, as many have already said, I love this solution you have come up with.  Thank you for sharing it with the community.  How are you disconnecting the call from the triggered Workflow Architect flow?  Which GC Public API endpoint are you using?  

Thank you for sharing, I'd like to create a Developer Blueprint and associate it with the Aha idea so others can easily implement your solution.

Regards,

Jason Wolfgang

Hi Mark,
I have found a workaround for this and have implemented it. It seems to be handled well by business, though it has a drawback, but overtime agents are not using the non-queue call option, this drawback has virtually been nullified. I will explain it later.

The solution is in two steps;

• Create a trigger for v2.detail.events.conversation.{id}.user.start
• Create a workflow for the above trigger

The workflow is triggered everytime an agent will use the "Phone" icon to call rather the "Interaction" icon (using the queue for call). Within the workflow, check if the interaction this workflow has been triggered for, is for an outbound call and does it have a queue linked to it. If it does not have a queue lined or is an inbound call, then just end the workflow without doing anything, but in our case if it is an outbound call and does not have a queue, we disconnect the call.

This works for us, and hopefully you can find a way to work it for you too.

The drawback is that somethime when a user still uses the "Phone" icon to dial outbound call, the customer may get a single ring on their phone before it dosconnects and can display our phone number there, which is not a good customer experience. This happens because there may be a time gap between when the workflow kicks-in and disconnects the call, the call may go through to the telephony networks while workfloow is executing.

Hope you can find a similar way to fix this.

Regards

All,
We have a business partner who has noticed despite training and retraining some of their users are still placing outbound calls which are not on behalf of a queue.  Is there a way to generate reports and or set a permission where the users can only place outbound calls on behalf of a queue?

Let me know thanks.