Genesys Cloud CX

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  • 1.  Call always defaults to Not Found Path after Data Table Lookup.

    Posted 3 days ago

    Building a call flow that will allow the caller to enter 3 digits to be rerouted to a 10-digit number. We have a data table in place that contains the 3 digit (Extension) as well as the corresponding 10 digit number to dial. Once the caller enters a 3 digit number from the table the call takes the "Not Found Path" every time. Not sure what is causing this. 310 is entered in the table as "Extension" and the 10 digit number to dial in entered as the "DID_Number" on the same line.

    I tried setting the expression as ToString as well as ToPhoneNumber and tried editing the table with 1317xxxxxxx or +1317xxxxxxx
    I am not finding the right combination to make this work.

    This is just a proof of concept that we want to incorporate into a real call flow once we can get past the call not following the "Found" path under data table lookup..
    Any help or suggestions are appreciated.. thanks





    #ArchitectureandDesign

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    Bill Iseminger
    VMS BioMarketing - CaaS
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  • 2.  RE: Call always defaults to Not Found Path after Data Table Lookup.

    Posted 3 days ago
    Adding snapshots




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    Bill Iseminger
    VMS BioMarketing - CaaS
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  • 3.  RE: Call always defaults to Not Found Path after Data Table Lookup.

    GENESYS
    Posted 3 days ago
    Your table has the Call Route field as the key.  So you would have to use "Bill Cell" for example to successfully find a row.  You need to create a new table and this time set Extension as the key, then you can pass in "311" and succeed.

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    Melissa Bailey
    Genesys - Employees
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  • 4.  RE: Call always defaults to Not Found Path after Data Table Lookup.

    Posted 3 days ago
    Melissa,

    Want to thank you for helping with this. It works great after changing the table as you mentioned. Appreciate it!

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    Bill Iseminger
    VMS BioMarketing - CaaS
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