Inin-outbound-id - Getting reused vs a new row added to contact list

[jlee]

We are adding contacts to a purecloud contact list via the purecloud API. We have an external database that monitors if a number has been added to purecloud already or not. We have scenarios in which we want to post the same number to a list again. The idea is we call a number once, mark it uncallable to kick it out of purecloud dials but 30 days later we want to add the number back in the same list to ensure the person gets called again.

In our testing we are seeing the following:
Initial post the row gets created
inin-outbound-id
2170bc69dac82e2a3b23c9fe93c86489
Home Phone
5555555555

I make a few test calls and choose a wrapup code that marks the contact uncallable:
ContactCallable
0

I then make the API call to add the same number back to the list to simulate a 30 day callback.
It edits the same row, I can tell because when we make calls we have a custom column we tick up, "Total Calls" for that number it goes from 2 to 0, showing the row was edited when I posted the number, but contact callable stays = 0. So in this scenario, we wouldn't be able to call the person back.

Can someone explain why it is editing an existing row vs creating a new row? I made sure when I created the list I didn't specify a Unique Identifier Column. I am not sure if that is used at all for api posts to add contacts to the list.

Thanks in advance.

[jlee]

To add to this a bit, when we post to the contact list, we are setting callable: true but it looks like that is getting ignored.

Here is a test call using the purecloud api explorer that isn't updating callable to true. The only way we can get it to reset the callable column is if we provide this with the put "&clearSystemData=true"

[anon29353067]

Hi there. The system is updating the existing record, because it attempts to be smart and recognize that the record that is being added matches one already in the system. In your case, all you really want to do is clear the callable flag though, so using your current request body, just make sure the clearSystemData box is checked, which will then clear out previous data about that contact (attempts and callable status, for example).

Alternatively, it may be easier to setup a Pre-Call Contact Property Call Rule, where if the Last Attempt was in the last 30 days, it gets skipped. See https://help.mypurecloud.com/articles/add-rule/ for details.