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  • 1.  Pop-up screen number format change

    Posted 10-13-2019 07:48
      |   view attached
    HI,

    I have implemented the integration of Client in-house CRM system to use as a pop-up screen to the agents to show customer information. I can bring the pop-up screen up with CRM page but the problem is Number format. Whenever a customer calls to the call centre pop-up screen link shows "tel:5XXXXXXXX" as number format which will not be recognised in the Client backend CRM system.

    I need to change from "tel:5XXXXXXXXXX" to "05XXXXXXXX".


    I was using UPDATE DATA Variable to change the number format while landing the call in the queue but it seems it doesn't work. I have attached a video showing the same what I explained.
    #Integrations

    ------------------------------
    Mohammad
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  • 2.  RE: Pop-up screen number format change

    GENESYS
    Posted 10-13-2019 15:37
    Edited by George Ganahl 10-13-2019 15:37
    What I have done, which might help in your scenario, is to create a Flow variable to pass to the script instead of using the built-in Call.ANI and create a custom variable in the script to receive it.

    For example, I created Flow.scriptANI and used an Update Data action in the Architect Task to assign the format desired using Replace():

    Replace(ToString(Call.Ani),"tel:","0")


    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Pop-up screen number format change

    Posted 10-14-2019 02:46
    Hi George,

    Thanks for your reply,

    I have tried as you mentioned but could not succeded. I am attaching the screenshot 
    Pop Screen configuration screen shot


    ------------------------------
    Mohammad
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  • 4.  RE: Pop-up screen number format change

    Posted 10-15-2019 06:30
    Hi George,

    Is there anything that I can work on Scripter?

    Regards

    ------------------------------
    Mohammad
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  • 5.  RE: Pop-up screen number format change

    Posted 10-15-2019 08:02
    Hello Mohammad,

    You can create dynamic variable: the string of dynamic type with value: 0 + slice({{Scripter.Customer Formatted Number}},5).

    ------------------------------
    Wojciech Dzikowski
    CGI ISMC Polska Sp. z o.o.
    ------------------------------



  • 6.  RE: Pop-up screen number format change
    Best Answer

    GENESYS
    Posted 10-15-2019 09:14
    Also, I did a walk-thru of the solution I described for our PureCloud Q&A, so you should have a video in the next day or two in case that helps.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 7.  RE: Pop-up screen number format change

    GENESYS
    Posted 10-15-2019 14:09
    Hi Mohammad,

    Here is the PureCloud Q&A Episode George is referring to. :)

    ------------------------------
    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
    ------------------------------



  • 8.  RE: Pop-up screen number format change

    Posted 10-15-2019 18:14
    Hi Cole Callahan,


    Thanks for the Video link, 

    Really that works for me. I feel happy that my question became a topic in the PureCloud Q&A Episode. Really that boost me to work in a more creative way.

    @George Ganahl

    Thanks a lot for your demo. it worked for me.​

    Regards


    ------------------------------
    Mohammad
    ------------------------------



  • 9.  RE: Pop-up screen number format change

    GENESYS
    Posted 10-16-2019 09:25
    Great! You're welcome!

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------



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