Hello All,
I have a case where customer is using power campaign and they are asking for the interaction wrap-up to be pushed to their ERP along with customer phone number, I tried to find a way through scripter, but unfortunately, I ended up with no luck, any hints would be appreciated.
Thank you.
Hussein
Hi Hussein,
One option is to can accomplish this through a data action in a Post Call rule. We have access to the Agent Wrap code as an input value for Data Actions in the post-call rule container. However, what's mildly annoying is that we don't have access to the current phone number in the post call rule.. So you would need to do some fancy Contact List setup to get access to it.
Alternatively, you can just set up an event trigger on the v2.detail.events.conversation.{id}.wrapup event, which gives you access to the dnis and the wrap up code. This trigger would execute an Architect workflow, where you would then call the Data Action to push that information to the ERP system.
Thanks,
Peter