Genesys Cloud (formerly PureCloud)

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EWT in Call Data Action

  • 1.  EWT in Call Data Action

    Posted 01-22-2019 02:49
    Hi Guys,

    I'm just wondering if you guys implemented a EWT.
    We always get a failure output in Call Data Action for EWT, but it is playing the EWT thou.

    What else do we need to activate to have a success output?

    Thanks in advance.

    Regards,

    #ArchitectureandDesign

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    Ariel Brazil
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  • 2.  RE: EWT in Call Data Action

    GENESYS
    Posted 01-22-2019 08:26
    What are you trying to use the Call Data action for? The only one needed to play EWT is the Play Estimated Wait Time action.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 3.  RE: EWT in Call Data Action

    Posted 01-22-2019 19:21
    Hi George,

    Thanks for your response.

    We need the Call Data Action to have "Success" result of the "Get EWT" action.
    This will take to an option for the caller to either wait or drop/other.

    But it seems that the result of the Call Data Action is always "Failure".

    Regards,

    Ariel

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    Ariel Brazil
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  • 4.  RE: EWT in Call Data Action

    Posted 11 days ago
    Ariel,
    Did you find a resolution to this?  I am experiencing the same issue today.

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    Mark Kastner
    Gate 1 Travel
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  • 5.  RE: EWT in Call Data Action

    Posted 9 days ago
    Hi,

    We use the EWT data action in a few "in-queue" flows successfully.  We haven't had any issues, just make sure that the queue ID is populated correctly.  Also if you test the data action from the Actions page do you get any indication to the failure?

    Thanks

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    Luke Mitchell
    Conn3ct
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  • 6.  RE: EWT in Call Data Action

    Posted 8 days ago
    Hi Luke,

    I temporarily added Find Queue and some Text to Speech to verify how the call was progressing. The queue_ID appears to be entered properly because it is successful in that step and then goes to the Call Data Action to Get EWT, but then fails. Using the same queue_ID in the Call Data Action doesn't get EWT. To be sure, I tried using the queue_ID, the queue literal name, and a variable after using the Find Queue step before the Call Data Action.

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    Mark Kastner
    Gate 1 Travel
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