Genesys Cloud CX

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  • 1.  Voice Campaign Default Columns in Contact Liost

    Posted 08-07-2022 22:23

    Hello,

    With Contact Lists when these are uploaded a bunch of system generated fields are added.
    Is there a way to see this list of fields and if possible to remove then from specific campaigns?

    We have some automation based around the completed ContactList and the following three fields just turned up and broke everything.

    • ContactableByEmail
    • ContactableBySms
    • ContactableByVoice


    Many thanks to anyone who may be able to assist with the.

    regards
    Sandy


    #Outbound

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    Sandy Cook
    Qantas Credit Union
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  • 2.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-08-2022 17:18
    I have asked Genesys to add these to the Resource Center with the rest of them.   I don't understand how the additional of these would break anything.  They did not remove any other legacy ones.  Look for the additional entries on the resource center soon.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-08-2022 17:32
    Just heard this will be updated on August 10.​

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-08-2022 18:26

    Thanks for the reply Robert,

    I'm not across how the Team that consumes this data, although its probably by parsing the file. I assume because the fields have been added in the middle of the file this is wreaking some havoc on the expected format.... I am more of a Salesforce person however I was passed this application for a few months and assisted in this project. Is there no way to define which fields are added to contact list by the system for each campaign? Working with these large spreadsheets is fairly unpleasant.

    regards

    Sandy



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    Sandy Cook
    Qantas Credit Union
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  • 5.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-08-2022 18:51
    That resource article should have the fields and data.

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



  • 6.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-09-2022 09:02
    The resource article was inaccurate, had spelling errors, and was missing several of the new columns. This is what we have found out through trial and error.
    If your contact list on the import does NOT have email addresses, these columns will be added per phone number, per contact - so if you have 2 phone numbers per contact in your import file, you will have 8 new columns on the export file.

    ContactableByVoice
    ContactableBySms
    ContactableByVoice-Phone
    ContactableBySms-Phone

    However, if your contact list also contains email addresses, these additional columns will be added - per phone number per contact.

    ContactableByEmail
    EmailLastAttempt-Email
    EmailLastResult-Email
    ContactableByEmail-Email

    Right now, there is no way to remove the new columns from being added to each export file, but Genesys may provide a way at a later date.

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    Charles Skowron
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  • 7.  RE: Voice Campaign Default Columns in Contact Liost

    Posted 08-10-2022 08:36
    This was a an issue for us as well.   We have an API set up to pull the contact list out each night and interface with our back-end legacy system.  The addition of these columns broke everything for us the following day because the legacy system wasn't expecting those three columns.  I put in a Customer Care ticket and the tech who responded said there is no way to remove the columns at this time.

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    Nichole Conway
    State of Missouri - Family Support Division
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  • 8.  RE: Voice Campaign Default Columns in Contact Liost

    GENESYS
    Posted 08-11-2022 06:47
    Edited by Jody Nabuurs 08-11-2022 06:48
    We are currently working to remove these fields from the contact list export. We will make an announcement here and on the developer center (developer forum) shortly. We will re-introduce them in the coming weeks or months (timeline to be determined), after we have given our customers time to update their automation.

    For customers who have already updated their automation to account for these new fields, we can keep those fields enabled for their org. Please let your CSM know if you want to keep these fields and they can reach out to me.

    Thank you, and we apologize for this inconvenience.

    Jody

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    Jody Nabuurs
    Genesys - Employees
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