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  • 1.  Identifying triggers to certain call actions

    Posted 10-07-2025 17:47

    Hello,

    We're looking build triggers and workflows for certain call scenarios:

    1. Preview Dialing: We're looking to trigger when a call is dialing after previewing the call. For preview call testing, a trigger is set up with topic "v2.detail.events.conversation.{id}.outbound" without any condition/criteria. Would this be correct trigger?
    2. Is there any schema or conditions to trigger an event when a user is 'previewing' the call? The only one I can think of is v2.detail.events.conversation.{id}.acd.start, or v2.detail.events.conversation.{id}.outbound?
    3. Is there a trigger that can be used for when an agent manually places an Outbound call (acd or non-acd)? The current trigger being tested is set up with topic v2.detail.events.conversation.{id}.user.start without any conditions. 

    Are you able to assist us with clearing these scenarios up? Are they possible to trigger? 


    #Triggers

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    Michael Perkins
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  • 2.  RE: Identifying triggers to certain call actions

    Posted 10-08-2025 08:16

    3. There is a Blueprint on the Developer Center to prevent users from placing an outbound call not On Behalf of Queue https://developer.genesys.cloud/blueprints/terminate-voice-calls-with-no-queue/

    It shows how to set up v2.detail.events.conversation.{id}.user.start for that scenario using one or two conditions (depending on what numbers you want to allow users to call without a queue associated). Directions are at the bottom of the page, in case you want to look at that for extra ideas.



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    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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