Can we set in a delay in the Salesforce template?

[jed]

Hi

To ensure that Salesforce always starts on a new ticket added in the Template - we are running a CallFlow that look up, if an incoming number exists in Salesforce, if not, the Callflow will create the calling number.

However, it looks like the Salesforce template is running just milliseconds ahead of our CallFlow, which means our new contact is not created ahead.

Will we be able to insert a small delay in the Salesforce Template, so our CallFlow is able to create a calling number in Salesforce, ahead of our ticket creation? If so, what code can we insert in the Template and where to make this delay? (Preferably a Delay we can adjust in milliseconds)

Thank you in advance.

 

[Evolute IT]

Hi

To ensure that Salesforce always starts on a new ticket added in the Template - we are running a CallFlow that look up, if an incoming number exists in Salesforce, if not, the Callflow will create the calling number.

However, it looks like the Salesforce template is running just milliseconds ahead of our CallFlow, which means our new contact is not created ahead.

Will we be able to insert a small delay in the Salesforce Template, so our CallFlow is able to create a calling number in Salesforce, ahead of our ticket creation? If so, what code can we insert in the Template and where to make this delay? (Preferably a Delay we can adjust in milliseconds)

Thank you in advance.

You can't add any delay.

But, why are you not creating the contact via the template? Just add a scenario to the chain? Why use a CFD and risk race conditions like that?

 

[edossantos_sipcaller]

Totally agree, a custom template is a better choice, no race conditions, it will always work...

 

[jed]

Hi @ConceptsWeb & @edossantos_sipcaller

Thank you for your input. I had an technician looking into this, and yes - to my knowledge, we can create the user from the Template instead of the script, however, when we later create a ticket in the template, it will not open on this ticket, even though the ticket is created, the conclusion so far, is that salesforce seems to be "to slow" to create the Ticket, and that we therefore cannot open salesforce on the newly created ticket - however we will give it another shoot in the comming days to see if we can make it work.

 

[edossantos_sipcaller]

Hi @jed,

Your modified template should return the Ticket URL instead of the Contact URL, this way the agent receives the call and this new ticket URL is popped up. Doesn't it work?

 

[jed]

Your modified template should return the Ticket URL instead of the Contact URL, this way the agent receives the call and this new ticket URL is popped up. Doesn't it work?

Hi @edossantos_sipcaller
Yes, you are right, now it does corectly lookup the Ticket URL (The issue was the number of digits in the incoming number, where we had to increase the match from 7 to 10 in the contact options

Our next issue will be to figure out how we can skip the Salesforce template if the incoming caller calls any other inbound number than one specific number, but this has to wait until next week, as we now have to go for an extended weekend

Wish you a great weekend

 

[edossantos_sipcaller]

Hi @edossantos_sipcaller
Yes, you are right, now it does corectly lookup the Ticket URL (The issue was the number of digits in the incoming number, where we had to increase the match from 7 to 10 in the contact options

Our next issue will be to figure out how we can skip the Salesforce template if the incoming caller calls any other inbound number than one specific number, but this has to wait until next week, as we now have to go for an extended weekend

Wish you a great weekend

Well, you don't have access to the DID from the template, so that's not something you can check.....

Have a good weekend.