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Creating a custom script to remove unwanted data

Received Response
edited Jan 18, 2018 9:59AM in Reporting & Analytics for B2C Service 1 comment



We have an integration with our ACD that when a phone call is answered by an agent, a customised contact search report is popped in Oracle Service Cloud.  The parameters passed are CLI and ACD Reference and the contact search report will use the CLI from Netcall in the contact.any_phone field to perform the search.

When the report is executed, a custom script runs and sets a custom field contact.c$acd_ref field with the ACD Reference value that is passed from Netcall.

The issue we are experiencing is that if the customer calls from a CLI that is hidden/withheld, the search report has no value to filter on and this returns all contacts on our instance (circa 110k).  The first apge of the report returns 1,000 contacts and the custom script sets the custom field contact.c$acd_ref for all 1,00 contacts.

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