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Retrieve the skills variable in another Call Flow ?

  • 1.  Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 6 days ago
    Hi,

    I have build two call flow A and B within Architect, on the "Call flow A" we add "update participant data" to store a variable of Skill, then we transfer to "Call flow B" through "transfert to number"

    My question: In call Flow B, how to retrieve the variable of skills, I tried by putting "retrieve data participant" but I didn't find my variable

    Can we retrieve a variable from different call flow in Architect ? if Yes how ?

    Thank you in advance.
    #Implementation
    #PlatformAdministration
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 5 days ago
    I assume you mean flow A is using the Set Participant Data action.  The most likely cause of flow B not finding the value using the Get Participant Data action is a name mismatch.  Make sure the Attribute Name in both actions is exactly the same--it is case-sensitive, with no spaces at the beginning or end.

    One small note: you could use the Transfer to Flow action instead of Transfer to Number to get from flow A to flow B.  This is not causing your problem, it's just a little easier than having to remember what phone number matches to flow B.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 5 days ago
    Thank you Melissa for your reply, when I add action "Get Participant data" on the second call flow, I can retrieve the variable set on the first call flow, however I cannot add it as skill with Transfer to ACD, I put expression like "Flow.Skill" on ACD Skill 1, but I got this error:

    "Cannot convert expression from type String to required type of ACD Skill."

    Any idea ?

    Thank you



  • 4.  RE: Retrieve the skills variable in another Call Flow ?

    Posted 5 days ago
    Hi,

    Yes that is due to the fact that skillls (or queues) are not string variables.
    Check this out: https://help.mypurecloud.com/articles/convert-string-value-typed-value/

    Regards,
    Jean-Christophe

    ------------------------------
    Jean-Christophe Poyelle
    Foehn Ltd.
    ------------------------------



  • 5.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 4 days ago
    Thank you Jean-Christophe, you know which expression I should use to retrieve ACD Skill

    On the Call Flow 1, I add "set participant data" action, on the second flow, I add "Get data participant"

    I found this on the help, to convert string value to typed value:

    If(FindFirst(Task.QueueNames, Task.QueueNameStr)!=-1, Task.Queues[FindFirst(Task.QueueNames, Task.QueueNameStr)], Task.DefaultQueue)

    Thank you


  • 6.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 4 days ago
    Did you create the string collection & skill collection variables?

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 7.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 4 days ago
    Hi Melissa, not yet, where I should create them, on the first or second call flow ?

    Thank you


  • 8.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 3 days ago
    In the 2nd flow

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 9.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 3 days ago
    Thank you Melissa, but how you can seach on the skill acd collection ?

    Thank you