Hi everybody,

I'd like to create an in-queue call flow where I need to collect input like below :

COLLECT INPUT with 1 Question :

Please enter 1 to 5

If a customer push 6 I'd like to play error audio and come back to the COLLECT INPUT

How can I come back to the Question in case of wrong digit?

Thanks

Stefano

Put the collect input action inside a loop.  After the collection (still inside the loop), use a decision action to check to see if the value is within your range.  Use this as the expression for the decision action:   Contains("12345", Task.digit) 

If the decision succeeds, use an update data action to end the loop by setting the loop's index to a value greater than the Loop Count.  For example, if you are going to give the caller 3 attempts to pick a valid number, the update data should set the index variable to 4.  You might wish to add some audio to the failure outcome of the decision action telling the caller his choice was invalid and the question is going to be repeated.  I used this expression:

If(Task.loopIndex+1 < 3, ToAudioTTS("Try again"), ToAudioBlank(1))

to play "try again" except on the last iteration.

You also need to be aware that the collect input action will take the failure path if the caller enters * or #.  In this case the value of the Input Data variable will be NOT_SET.  The loop will retry in this case as well.

Finally, after the loop action ends you will want to check to make sure you have a valid value in case the caller chose invalid values every time.  You can use an Update Data action to check the final value of the Input Data variable and clear/assign it a default value.  I used this expression as the value: 

If(IsSet(Task.digit) and Contains("12345", Task.digit), Task.digit,  "")

to set the value to "" if it wasn't valid.   If you do this, remember anytime you interact with this value later in the flow that it could be empty (use the IsNotSetOrEmpty function to check for that).   You could also set it to a default value like "1" if that makes sense.

Documentation resources:

https://help.mypurecloud.com/articles/decision-action/

https://help.mypurecloud.com/articles/update-data-data-action/

https://help.mypurecloud.com/articles/using-not_set-expressions/

*also see the expression help in Architect

Hi Melissa,

thanks a lot for the answer.It works like a charm.

This is our scenario :

- I'd like to create an in-queue call flow for Post Call Survey.

- Every call answered by an agent will be transfered to this new in-queue call flow(Blind Transfer)

I collect in Architect all questions(4 questions, 1 to 5 digit as above)

I need also to retrieve who is the agent that transfers the call to post call survey, from ARCHITECT.

How can I do that?

Thanks

Stefano

You will need to use bridge actions for that.  In the script, you will use a bridge action to save the agent's information for the conversation.  Then in the in-queue call flow, you will use a different bridge action to fetch the agent's information.  You can use the id of the interaction as the key.  In scripter this is the {{Scripter.Interaction ID}} variable.  In the flow it is the Call.ConversationId variable.

Documentation resources:

https://help.mypurecloud.com/articles/look-data-bridged-data-source/

https://help.mypurecloud.com/articles/add-call-bridge-action-task/

Hi Melissa,

thank you.

Probably I'm not very familiar with Bridge Action in the Scripts, and I didn't find any useful example in the docs.

Could you please provide a step by step procedure to collect {{Scripter.Interaction ID}} and put this information to Architect?

Thanks

Stefano

Scripter.Interaction ID is a built-in variable, you don't have to collect it.

https://help.mypurecloud.com/articles/built-in-variables/

Creating a bridge action can take more steps that I can explain here.

If you've never used the bridge server before, start here https://help.mypurecloud.com/articles/bridge-platform/

For creating the bridge actions to save & fetch the data you want, see

https://help.mypurecloud.com/articles/add-bridge-actions-web-services-data-dip-connector/

I imagine you'll need to use the customer connection action.

Ciao Melissa, thank you.

Just to understand, 

From Architect I have to use a Call Bridge Action to get information based on Call.ConversationID using Pure Cloud Analytics API?

Thanks

S

Yes you can do that.