Genesys Cloud CX

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  • 1.  Get IVR name, menu choices presented in a script

    Posted 06-26-2017 14:17

    Hi, I have a customer that wants to have info about the caller presented in a script for the agents.

    They want:

    The Callers number

    The menu choices the caller pressed, DTMF.

    What IVR (IVR Configuration) the caller is comming from.

    The queue.

     

    I guess the queue is no problem, but is the other possible in a script?

    Or do we need to utilize the API and present it on a website or something?



  • 2.  RE: Get IVR name, menu choices presented in a script

    Posted 06-27-2017 09:14

    Hi Atea,

     

    you have to create an Inbound Script with custom variables(DTMF or tipology for instance as String)

    In Architect you have to follow these steps :

    Scenario

     

    IVR that collects path "Sales"

     

    I want to catch all calls that goes through "Sales"

     

    • Create an Inbound Script "Script1" and custom variable "DTMF" as String
    • Publish Script1
    • Create an inbound call flow
    • Create a Task Inside the Inbound Call Flow and set this as starting menu/task
    • Update Data with variable "Task.DTMF" and value "Sales"
    • Set Screen Pop Up with "Script1" and as Input DTMF with variable "Task.DTMF"
    • "Transfer to ACD" and set your Queue and Skills/Language
    • Publish the Inbound Call Flow
    • Create an In-Queue Call Flow with MOH and prompt as you want
    • Publish In_Queue Call Flow
    • Assign DID Number to your Inbound Calls Flow
    • Call and test
    • You should see on agent screen the value "Sales"

     

    You can use this as start kit and create scenarios as you want.

    I hope this helps

     

    Stefano

     



  • 3.  RE: Get IVR name, menu choices presented in a script

    Posted 06-27-2017 15:49

    Thanks.

    Mabye we should combind it with an external website that puls info from API and build it into the script.



  • 4.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 10:11

    Hi Atea,

     

    probably, you don't need to push info from an external website through API.

    All the informations that you need(ANI,DTMF,IVR,QUEUE), are inside Architect.

    Tell me if you need any further details.

    Thanks

    Stefano



  • 5.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 10:37

    Don't think you can get the IVR Config name.

    I know we can get the number called, but in the scenario we are takling about something like 170 numbers.



  • 6.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 10:52

    Hi Patrick ,

     

    which is the scenario?

    170 numbers are routed to same Inbound Call Flow?And what info do you need to publish on the agent script?

    Let me know,

    Stefano



  • 7.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 11:03

    The caller calls into an number in the IVR Configuration (over 100 of this, with between 1-5 numbers per IVR config), gets routed to an callflow that plays a welcome prompt for that spesific IVR.

    Then it gets routed to a secoundary callflow, thats handles priority for like 20 different IVR configurations and sends it to the queue.

     

    So what I need in the script for the agent is:

    The IVR configuration name

    ANI

    Queue

    DTMF

     

    I know I can get ANI, Queue and DTMF from the achitect, but not the IVR configuration name.



  • 8.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 12:15

    Hi Patrick

    I've just read one more topic that you've opened and I agree with you , in order to facilitate the management and scalability, you can obtain your scenario with querying an external db/webservice where you stored informations about prompt audio do you need to play based on which is the called number.

    But also you can use in Architect Update Data and use "Make List" in order to create an number list, like this :

     

    VariableName : Task.NumberList1

    Value to Assign : MakeList("+3906123456789","+39987654321","+390000000"

     

    VariableName : Task.NumberList2

    Value to Assign : MakeList("Number1","Number2",Number3")

     

     

    and so on.

     

    Then You can use SWITCH in case of TRUE or FALSE like this :

     

    CASE1 : Call.CalledAddress == Task.NumberList1 then Play Audio

    CASE2 : Call.CalledAddress == Task.NumberList2 then Play Audio

     

    and so on

     

    But the first solution is better.

     

     

    Thanks

    Stefano



  • 9.  RE: Get IVR name, menu choices presented in a script

    Posted 06-28-2017 12:26

    Yes, I have used something like with switch that if we have 2-4 different welcome messages.