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Thank you Kaio for answering in such detail and for sharing your approach. That makes a lot of sense, and it is really helpful to see how you are handling duplicate prevention through the ANI/contact lookup together with the open ticket check, rather ...
Phaneendra In our case the identification is primarily done using the ANI , rather than asking the caller to provide an existing ticket number. When the call arrives in the inbound flow, we use the ANI to perform a lookup in Salesforce to check ...
Hi Kaio, Thanks very much for confirming this and for sharing the detail that is really helpful. It is reassuring to hear you have implemented a very similar pattern successfully in production, especially using participant data as the bridge between ...
Hi Phaneendra I have implemented a similar pattern in production using Genesys Cloud integrated with Salesforce, and the architecture you described aligns very well with what we used. In our case, the case (ticket) creation happens directly ...
Hi everyone, We are working on a high-level design for end-to-end ticket creation from a Genesys inbound voice flow and wanted to check whether others have implemented something similar in production. Our current approach is: collect ...