Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on August 07, 2024, 03:27:35 AM

Title: reroouting the calls using triggers / data actions
Post by: victor on August 07, 2024, 03:27:35 AM

Hi, 

I have been working on using triggers to detect outbound calls that do not contain a queue. Loves triggers - it made things so much easier. Having said that, since there is no way to control the call within the trigger or in the workflow it calls, I was thinking about using data actions to redirect any outbound calls that lack the queue to an announcement stating to select a queue prior to dialing. Has anyone done call rerouting using triggers / data actions? Is there a simpler way to implement it?  I was able to do it pretty easily by a python code using API to monitor the calls and reroute them, but cannot figure a way to do it within Genesys.