I want to perform a task via a workflow "at the end of an outbound campaign call when wrap-up is put by agent " . I am hence using the topic 'v2.detail.events.conversation.{id}.acw ' . with conditions as below :-
wrapupCode NOTin ' non existing wrapupid so that it gets invoked on all agnet wrap ups'
mediaType == 'VOICE'
DIRECTION=='OUTBOUND'
while this works for preview campaigns , this fails for predictive campaigns .
I notice in interaction details view that preview campaigns have a direction type as 'outbound' whereas, interactions dialled from a predicitve campaign has a direction type as 'inbound/outbound'.
Is there a way i could accomodate predicitve campaigns calls as well to invoke my workflow . (I tried changing the condition direction == 'inbound/outbound' in trigger but it does not work ).
(One workaround is that I can segregated queues for inbound and outbound and add condition in trigger as queueid=='the queue id of outbound campaign calls ' and remove the direction filter altogether. But is there any solution for blended queues ? )
You'll have to segregate per queue if you are using the v2.detail.events.conversation.{id}.acw topic.
The Direction (Inbound or Outbound) is not related to the fact that a call has been triggered by an Outbound Campaign. It is just the direction of the communication/call leg from the agent's perspective. The direction would be Outbound if the agent receives a preview contact and makes the call. And Outbound as well if he just dials an external number (on behalf of Queue). It would be Inbound if the agent receives a call (a customer call to the Contact Center, distributed to the agent; a customer call that was established via a predictive campaign and then distributed to an agent; ...).
I was wondering if we could do this for queues that are used for both inbound and outbound . The trigger works fine for plain 'inbound' and 'outbound' directions . It is for cases like predictive campaign where direction is 'inbound/outbound' and hence getting failed . Care suggested changing the filter to
direction exists 'outbound' instead of direction == 'outbound' , but even this doesn't seem to work .
I have asked my client to segregate queues for inbound and outbound for now .And if need be we will create a separate trigger for inbound queues .
The direction attribute of the 'v2.detail.events.conversation.{id}.acw ' topic will only take INBOUND or OUTBOUND as value.
It does not take Inbound/Outbound value, even for predictive calls.
Inbound/Outbound may appear in the Interaction Details view. But that's not the value that is propagated as direction in the 'v2.detail.events.conversation.{id}.acw ' topic.
The topic will give the "view" of the agent participant entering the after call work code.
What you can have a look at to compare is the GET /api/v2/analytics/conversations/{conversationId}/details endpoint.
Each participant has a call session with a direction.
As I explained in my previous post, a preview dialled by the agent would likely be outbound direction for the agent's participant and outbound direction for the customer participant.
A Predictive would likely be an outbound direction for the customer participant, and an inbound direction for the agent participant. This being summarised as Inbound/Outbound in the Interaction view.
So doing a condition on direction == "INBOUND" or a condition on direction == "OUTBOUND" will not allow you to determine if it is originating from a campaign or not.
Regarding the condition, you should be able to use Equals (==) as the operator.
Regarding Value I think it is "INBOUND"(with quotes). Otherwise, if it does not work (I haven't used triggers for a while....), try with INBOUND.