Genesys Cloud - Main

Hi all,

I'm working on a way to store the conversation id in the contact list using the event:topic:OutboundInitEvent.I'm doing this so I can pass the conversation id to a data action in a wrap up rule.

The issue I'm having is sometimes the trigger's flow hasn't finished when the rule action fires. I'm considering moving this from a wrap up rule to a pre-call rule that fires only after the first attempt, but I'm not sure if it's possible to fire faster than rule evaluations occur. I need to make sure I'm checking the previous conversation id and not have the trigger update the contact list with the new id before the rule finishes.

Does anyone know if the pre call rules will occur before the init event by design? I'm worried  I'm going to create a race condition between the rules and the trigger's work flow.

I'd love to setup some advanced rules with multiple condition checks before calling the data action to insure that only 2 pre-call data actions actually fire for each call, but the current limitation of 2 data actions in the rule configuration doesn't align with that design. 

Thanks, 

HI Eric

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I want to follow this thread in case other people comment with something different.

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As far as I know, in Genesys Cloud there isn't a guaranteed execution order between Outbound Rules (including Pre-Call or Wrap-Up rules) and Platform Triggers that subscribe to events like "v2.detail.events.conversation.{id}.outbound."

These components run in separate platform services, so they are processed asynchronously. Because of that, there is no design guarantee that a Pre-Call Rule will run before the outbound conversation event is handled by your trigger workflow. In some situations the rule evaluation may happen while the trigger workflow is still executing, which can create the race condition you're seeing.

Another complication is that the "OutboundInitEvent" ayload is relatively minimal. It includes fields such as:

conversationId
outboundCampaignId
outboundContactListId
outboundContactId

…but, it does not include attempt information, which makes it harder to coordinate state changes purely from that event.

Hi all,

I'm working on a way to store the conversation id in the contact list using the event:topic:OutboundInitEvent.I'm doing this so I can pass the conversation id to a data action in a wrap up rule.

The issue I'm having is sometimes the trigger's flow hasn't finished when the rule action fires. I'm considering moving this from a wrap up rule to a pre-call rule that fires only after the first attempt, but I'm not sure if it's possible to fire faster than rule evaluations occur. I need to make sure I'm checking the previous conversation id and not have the trigger update the contact list with the new id before the rule finishes.

Does anyone know if the pre call rules will occur before the init event by design? I'm worried  I'm going to create a race condition between the rules and the trigger's work flow.

I'd love to setup some advanced rules with multiple condition checks before calling the data action to insure that only 2 pre-call data actions actually fire for each call, but the current limitation of 2 data actions in the rule configuration doesn't align with that design. 

Thanks,