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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 12-04-2018 03:48
    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 12-04-2018 10:46
    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.

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 12-05-2018 02:25
    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 12-05-2018 04:19
    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

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    Jean-Christophe Poyelle
    Foehn Ltd.
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  • 5.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 12-05-2018 10:09
    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 12-05-2018 11:17
    Did you create the string collection & skill collection variables?

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    Melissa Bailey
    Genesys - Employees
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  • 7.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 12-06-2018 01:50
    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 12-06-2018 09:54
    In the 2nd flow

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    Melissa Bailey
    Genesys - Employees
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  • 9.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 12-07-2018 07:20
    Thank you Melissa, but how you can seach on the skill acd collection ?

    Thank you


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

    Top 25 Contributor
    Posted 12-10-2018 11:30

    Your expression will be similar to the one above, but replace the all the variable names with the ones you created.  For example:

    If(FindFirst(Task.SkillNames, Flow.Skill)!=-1, Task.Skills[FindFirst(Task.SkillNames, Flow.Skill)], Task.DefaultSkill)

    where Task.SkillNames is the string collection variable of skill names
    Flow.Skill is the string variable of the skill name you retrieved from the Get Participant Data action
    Task.Skills is the skill collection variable
    Task.DefaultSkill is the default skill variable to use if Flow.Skill is not found in Task.SkillNames



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    Melissa Bailey
    Genesys - Employees
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  • 11.  RE: Retrieve the skills variable in another Call Flow ?

    Top 25 Contributor
    Posted 12-10-2018 12:01
    Thank you Melissa, it is very clear now !

    I appreciate your help


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    Oudderhem Mostafa
    Coverage-Communication
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