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Nicolò Ghiotto (NicolòG3)
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NicolòG3 Member since 2020 8 posts
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Posted: March 18, 2021
Last activity: March 23, 2021

Customer Service - Amazon Connect | Outbound call Interaction from API

Hi,

in our Customer Service implementation, we are using Amazon Connect as IVR.  We are handling outbound calls through Amazon Connect API. Pega side they are considered Inbound calls, and so they generate Inbound-Interactions.

Does anybody knows which rules i should modify so that I can generate an outbound-interaction instead of inbound?

 

Thanks, Nicolò

Pega Customer Service 8.5 Conversational Channels