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  • 1.  Verify if a caller is already saved as an external contact

    Posted 02-13-2022 14:48
    Edited by Joe Keenan 02-13-2022 15:22
    No replies, thread closed.
    Hi

    I'm trying to use the "Get External contact" function in Architect to verify using a callers originating number  whether the caller is a known contact or not in an inbound flow

    Does anyone know specifically how to search a callers number using ANI against the existing external contact database?

    I'm struggling with the expression to search the whole external contact database in particular, I'm not sure of the correct syntax to use here

    Right now I'm testing with a number that is in the external contact database but it's taking the "contact unknown" route, I can't figure out why though

    Any ideas?
    #ArchitectureandDesign
    #Unsure/Other

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    Joe keenan
    Zimmer, Inc.
    GCA-GC
    ------------------------------


  • 2.  RE: Verify if a caller is already saved as an external contact

    Posted 02-13-2022 18:54
    No replies, thread closed.
    It is VERY irregular that Search External Contacts is only available for digital channels, even when searching for an e.164 number.  Not sure why this is not in call flows.  Maybe @Lucie DeCristofaro has some ideas around that.  I assume that the new identity stitching will take care of this, but it is a real deficit in my head.  In the meantime, you need a data action to call the search external contact API:  https://developer.genesys.cloud/api/rest/v2/externalcontacts/#get-api-v2-externalcontacts-reversewhitepageslookup​

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Verify if a caller is already saved as an external contact

    Posted 03-09-2022 05:40
    No replies, thread closed.
    Thanks for spotting. I know the intent has always been to make all the same actions available across all types of flows - inbound, outbound, surveys, calls, digital, bot flows. There must have been a reason why this ended up not being included in voice, I'll follow up with Rebecca.​​

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    Lucie DeCristofaro
    Genesys - Employees
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    Original Message


  • 4.  RE: Verify if a caller is already saved as an external contact

    Posted 03-29-2022 10:48
    No replies, thread closed.
    Hi Lucie

    Just wondering if you had heard back on this?

    Thank you

    Joe

    ------------------------------
    Joe keenan
    Zimmer, Inc.
    GCA-GC
    ------------------------------

    Original Message


  • 5.  RE: Verify if a caller is already saved as an external contact

    Posted 02-17-2022 09:38
    Edited by Peter Stoltenberg 02-17-2022 09:38
    No replies, thread closed.
    You should use the Search for External Contacts query. Your GET request should look like this: GET/api/v2/externalcontacts/contacts?q=%2B19528414051



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    Peter Stoltenberg
    Avtex Solutions, LLC
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    Original Message


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