Built-in way to map external contacts to divisions?

Good afternoon, :smiley:

So let's say I have two campaigns/divisions: one for a resort and the other for a hospital. The resort may have external contacts like area attractions, restaurants etc. while the hospital might have external contacts like other doctors they work with or something. So when looking at hospital contacts, we don't want to see restaurants and stuff and vice versa. This (admittedly contrived) scenario is actually not all that far off from reality; IMO what I would expect to be "internal contacts" (if there is such a thing) are set up as external. Anyway, I need to find a way to get a list of contacts by campaign ("division" in API slanguage) but it seems there is no clear-cut way to do this. At this point I'm thinking of setting up a database table on our end where admins can do this, but I'm thinking maybe I'm missing something. Is there a way to get which divisions have which contacts? I talked to one of our admins this morning and he suggested "by organization", but the externalOrganization property doesn't exist on some contacts, and their IDs don't match any division IDs (which of course makes sense) on others. So that just doesn't sound reliable to me. Any ideas?

Hi @LighthouseMike

Have you tried GET /api/v2/outbound/contactlists? It lets you filter using a list of divisionIds as a query parameter.

GET /api/v2/outbound/campaigns/{campaignId} also contains the contactList in its 200 response. If it is the contact list you're interested in.

@LighthouseMike this is a delivery for 2023 to make External Contacts division aware and to attach the Division ID to an External Contact https://genesyscloud.ideas.aha.io/ideas/DIG-I-315

Campaigns are treated separately to External Contacts at the moment. Agents can create an External Contact when the OB campaign call comes through to the agent desktop but the origin of this contact is not saved. Something that is missing and we will put on the backlog. Priority at the moment is to auto stitch these OB campaigns creating a temporary External Contact the agent can save to Directory.

No worries. Believe me, I know what it's like to have a big backlog. :laughing: I ended up setting something up on our end, a DB table and admin dialog box for linking campaigns to external contacts. But I'm glad to hear it's a thing you're working on. :smiley:

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