Mike was referring to something in Architect.
I don't know whether it exists due to the Dynamics integration, or exactly what he was looking at. I don't have Dynamics set up or a way to see what shows up in Architect.
He recommended passing it as Participant Data, which is set in Architect. I don't know what that would look like in a script...it might come in as a single delimited string with all of the returned values, and I don't think that would work to populate the drop-down properly. Someone else who has time to look at it can probably answer that bit.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-09-2019 14:04
From: Charaf Eddine Chemlal
Subject: Multiple customer records in Dynamics
Appreciate your support @George Ganahl
A really quick question : IS_SearchValue is a variable that I have to create in architect or in a script ? or it already exists somewhere ?
Yours,
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-09-2019 13:56
From: George Ganahl
Subject: Multiple customer records in Dynamics
That said, I suggest you take a look at the Resource Center for info on how to use the Dropdown control, and to populate it from multiple Input variable that you create in the script. You probably have to parse the IS_SearchValue into multiple String variables in the flow and use those to populate the Input variables in the script, though I haven't done any research on that. @Melissa Bailey might know.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-09-2019 13:47
From: George Ganahl
Subject: Multiple customer records in Dynamics
No, sorry. I could go figure it out, given time, but it is not my main area of expertise and I do not have the bandwidth to figure out a solution right now.
Professional Services has a package to help partners learn how to implement scripts, I think. That would be the best place to get some solid expertise to help you figure out the best solution.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-09-2019 13:42
From: Charaf Eddine Chemlal
Subject: Multiple customer records in Dynamics
Hello @George Ganahl
Is it possible to shed some light on this please ?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-05-2019 19:42
From: Mike Hardie
Subject: Multiple customer records in Dynamics
Pass as participant data the key IS_SearchValue with the data of the original search string. This will pop a list of found contacts that the agent can select from
Mike
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Mike Hardie
CALLSCAN AUSTRALIA PTY. LTD.
Original Message:
Sent: 04-19-2019 09:48
From: Charaf Eddine Chemlal
Subject: Multiple customer records in Dynamics
Hello,
The customer is identified via his ANI. we search in dynamics to identify him. There are cases where there are 4 possible matches from the CRM. How can these 4 customer records be showed up to the agent in PureCloud before he picks up the call ? these 4 recrods will be displayed during a script ? or 4 tabs ? 4 pop up ?
Customer record : shows the minimum of information that help the agent identifies the customer calling.
We are using Microsoft Dyamics 365 Data Action.
Regards,
#ArchitectureandDesign
#Implementation
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Charaf Eddine Chemlal
Dimension Data France
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