A place to ask questions, connect with others, and stay in the know
Hi, I have a customer that wants to have info about the caller presented in a script for the agents.
The Callers number
The menu choices the caller pressed, DTMF.
What IVR (IVR Configuration) the caller is comming from.
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?
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 :
IVR that collects path "Sales"
I want to catch all calls that goes through "Sales"
You can use this as start kit and create scenarios as you want.
I hope this helps
Mabye we should combind it with an external website that puls info from API and build it into the script.
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.
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.
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,
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
I know I can get ANI, Queue and DTMF from the achitect, but not the IVR configuration name.
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.
Yes, I have used something like with switch that if we have 2-4 different welcome messages.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.