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  • 1.  People calling back from outbound campaign

    Posted 03-05-2020 10:37
    No replies, thread closed.
    Is there a way to update the wrap code in an outbound campaign list when a person calls back on the caller id number and requests to be removed?  I cant seem to find where I can do this. 

    Thanks
    #Outbound

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    Kristen Stone
    Keyword Connects
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  • 2.  RE: People calling back from outbound campaign

    Posted 03-07-2020 14:38
    No replies, thread closed.
    If you can determine exactly what contact list was used which will probably mean a DID for each one, then you can use an API all to look for the number in the contact list then use a POST to update that contact.  Note, you can't use the DELETE contact function within Architect, so if you want to just delete it, you will have to use an external web service call to call the DELETE API in PureCloud.  Yes, that is dumb, but by design.

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


  • 3.  RE: People calling back from outbound campaign

    Posted 03-09-2020 11:57
    No replies, thread closed.
    Hi Kristen,

    To answer the initial question, there is not a way to update a wrap-up code on a contact list after an agent has finished ACW. The contact could be manually updated to uncallable, or deleted, as Robert suggested, but Genesys Cloud does not provide an API to search for an outbound contact by phone number. Because of this, you would need to know the contact id (which would not be reasonable in the context of an inbound call) or update the record with a CRM integration that allows searching records by phone number.

    As an alternative, you could add the customer's phone number(s) to an Internal DNC List that is associated with the campaign(s) in question. This would prevent that number(s) from being dialed again on any campaign run. See the "Add to Do Not Call List" action in Available Script Actions. 
    Thanks,

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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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    Original Message


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