Genesys Cloud - Main

Dear community,

our client wants to start with outbound campaigns. Campaigns are created in Salesforce and hand over to Genesys via standard Add-On. Within the standard integration it is possible to have the reconciliation of campaign data after the end of an campaign (https://help.mypurecloud.com/articles/reconciliation-of-campaign-data/). Our client wants o have campaigns without an ending date, which means we need to have the campaign member updated right after the call attempt over the campaign.

Adding and removing the Campaign members within Salesforce will be done via Salesforce side dynamically. 

Which possibilities we have of making an custom reconciliation right after the call or in like a cron job every 5 minutes? Normally the start of the reconciliation is done via Salesforce after the campaign is ended. Is there a way to trigger this manually from Genesys after the call attempt or write a flow within Salesforce which uses the already existing function in a loop e.g. every 5 minutes? 

Kind regards
Jan 

Hello Jan, 

I think what you are trying to achieve cannot be done with Genesys Cloud in its current state. Reconciliation needs to happen at the campaigns end and I cannot think of a way to do this while the campaign is running without getting an error. 

Cheers, 

Dear community,

our client wants to start with outbound campaigns. Campaigns are created in Salesforce and hand over to Genesys via standard Add-On. Within the standard integration it is possible to have the reconciliation of campaign data after the end of an campaign (https://help.mypurecloud.com/articles/reconciliation-of-campaign-data/). Our client wants o have campaigns without an ending date, which means we need to have the campaign member updated right after the call attempt over the campaign.

Adding and removing the Campaign members within Salesforce will be done via Salesforce side dynamically. 

Which possibilities we have of making an custom reconciliation right after the call or in like a cron job every 5 minutes? Normally the start of the reconciliation is done via Salesforce after the campaign is ended. Is there a way to trigger this manually from Genesys after the call attempt or write a flow within Salesforce which uses the already existing function in a loop e.g. every 5 minutes? 

Kind regards
Jan 

Hello Cameron,

when i got it right, is the reconciliation "just" an update one existing Salesforce Records. What would be helpful is to know what technical process of the package (closed source) is needed to start the update. We would like to use another starting trigger than the end of the campaign.

Alternatively I'm thinking of using the a mechanism on the Genesys side to update the campaign member when the call  or attempt is finished. I think we need the campaign member record ID (delivered via existing integration to Genesys Cloud Contact List) and use this to update this right after the call.

What do you think?

Kind regards

Jan

Hello Jan, 

I think what you are trying to achieve cannot be done with Genesys Cloud in its current state. Reconciliation needs to happen at the campaigns end and I cannot think of a way to do this while the campaign is running without getting an error. 

Cheers, 

Dear community,

our client wants to start with outbound campaigns. Campaigns are created in Salesforce and hand over to Genesys via standard Add-On. Within the standard integration it is possible to have the reconciliation of campaign data after the end of an campaign (https://help.mypurecloud.com/articles/reconciliation-of-campaign-data/). Our client wants o have campaigns without an ending date, which means we need to have the campaign member updated right after the call attempt over the campaign.

Adding and removing the Campaign members within Salesforce will be done via Salesforce side dynamically. 

Which possibilities we have of making an custom reconciliation right after the call or in like a cron job every 5 minutes? Normally the start of the reconciliation is done via Salesforce after the campaign is ended. Is there a way to trigger this manually from Genesys after the call attempt or write a flow within Salesforce which uses the already existing function in a loop e.g. every 5 minutes? 

Kind regards
Jan 

Hello Jan, 

The problem I see is that the campaign on the salesforce side needs an end date. The reconciliation, as far as I am aware, needs to have the campaign end in order to trigger. 

As far as your second point,

"Alternatively I'm thinking of using the a mechanism on the Genesys side to update the campaign member when the call  or attempt is finished. I think we need the campaign member record ID (delivered via existing integration to Genesys Cloud Contact List) and use this to update this right after the call."

This might work, though I haven't seen it done to date, but would require development and testing from your end. 

Cheers, 

Hello Cameron,

when i got it right, is the reconciliation "just" an update one existing Salesforce Records. What would be helpful is to know what technical process of the package (closed source) is needed to start the update. We would like to use another starting trigger than the end of the campaign.

Alternatively I'm thinking of using the a mechanism on the Genesys side to update the campaign member when the call  or attempt is finished. I think we need the campaign member record ID (delivered via existing integration to Genesys Cloud Contact List) and use this to update this right after the call.

What do you think?

Kind regards

Jan

Hello Jan, 

I think what you are trying to achieve cannot be done with Genesys Cloud in its current state. Reconciliation needs to happen at the campaigns end and I cannot think of a way to do this while the campaign is running without getting an error. 

Cheers, 

Dear community,

our client wants to start with outbound campaigns. Campaigns are created in Salesforce and hand over to Genesys via standard Add-On. Within the standard integration it is possible to have the reconciliation of campaign data after the end of an campaign (https://help.mypurecloud.com/articles/reconciliation-of-campaign-data/). Our client wants o have campaigns without an ending date, which means we need to have the campaign member updated right after the call attempt over the campaign.

Adding and removing the Campaign members within Salesforce will be done via Salesforce side dynamically. 

Which possibilities we have of making an custom reconciliation right after the call or in like a cron job every 5 minutes? Normally the start of the reconciliation is done via Salesforce after the campaign is ended. Is there a way to trigger this manually from Genesys after the call attempt or write a flow within Salesforce which uses the already existing function in a loop e.g. every 5 minutes? 

Kind regards
Jan 

Dear Cameron,

the needed end date is some organizational issue, campaign in SF can have a date in the far beyond future (many years), so this could cover a "permanent" campaign.Is there any chance to get some insights of the package which API are headed in which way at the Genesys side to get the needed information?

Maybe somebody else in the Community has some experience about option 2 or another approach.

Kind regards
Jan

Hello Jan, 

The problem I see is that the campaign on the salesforce side needs an end date. The reconciliation, as far as I am aware, needs to have the campaign end in order to trigger. 

As far as your second point,

"Alternatively I'm thinking of using the a mechanism on the Genesys side to update the campaign member when the call  or attempt is finished. I think we need the campaign member record ID (delivered via existing integration to Genesys Cloud Contact List) and use this to update this right after the call."

This might work, though I haven't seen it done to date, but would require development and testing from your end. 

Cheers, 

Hello Cameron,

when i got it right, is the reconciliation "just" an update one existing Salesforce Records. What would be helpful is to know what technical process of the package (closed source) is needed to start the update. We would like to use another starting trigger than the end of the campaign.

Alternatively I'm thinking of using the a mechanism on the Genesys side to update the campaign member when the call  or attempt is finished. I think we need the campaign member record ID (delivered via existing integration to Genesys Cloud Contact List) and use this to update this right after the call.

What do you think?

Kind regards

Jan

Hello Jan, 

I think what you are trying to achieve cannot be done with Genesys Cloud in its current state. Reconciliation needs to happen at the campaigns end and I cannot think of a way to do this while the campaign is running without getting an error. 

Cheers, 

Dear community,

our client wants to start with outbound campaigns. Campaigns are created in Salesforce and hand over to Genesys via standard Add-On. Within the standard integration it is possible to have the reconciliation of campaign data after the end of an campaign (https://help.mypurecloud.com/articles/reconciliation-of-campaign-data/). Our client wants o have campaigns without an ending date, which means we need to have the campaign member updated right after the call attempt over the campaign.

Adding and removing the Campaign members within Salesforce will be done via Salesforce side dynamically. 

Which possibilities we have of making an custom reconciliation right after the call or in like a cron job every 5 minutes? Normally the start of the reconciliation is done via Salesforce after the campaign is ended. Is there a way to trigger this manually from Genesys after the call attempt or write a flow within Salesforce which uses the already existing function in a loop e.g. every 5 minutes? 

Kind regards
Jan