Genesys Cloud CX

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  • 1.  Dial By Extension

    Posted 09-03-2020 16:51
      |   view attached
    Hi,

    Has anyone run into the following issue I am having with the dial by extension block?

    1. I do a collect input and then place a switch block after it.
    2. On the case 1 path I place the dial by extension block

    When testing it, I enter in the extension number ex 1234. it fails and i am reprompted for the extension again, so I enter the same extension 1234 and this time it is successful and transfers my call to the correct user. On the first attempt I know the extension is correct because I play a verification. Has anyone experienced this issue? Any tips?

    I attached a screenshot of my flow


    #ArchitectureandDesign
    #Implementation

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    Daniel Tuan
    Aria Solutions
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  • 2.  RE: Dial By Extension

    GENESYS
    Posted 09-03-2020 17:14
    You can't pass in an extension to the dial by extension action.  It does a listen by itself and populates the extension data name variable.   The digits you collect in the collect input action has no effect on the dial by extension action.  They're 2 separate listening actions.

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Dial By Extension

    Posted 01-20-2022 11:16
    Hi Melissa,

    Is there any way to achieve the above functionality now? I wanted to translate the customer entered digits (2 digits) to a corresponding Agent's extension written in a data table and then dial out this extension retrieved from the data table.

    Any inputs would be helpful.


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    Aakanksha Goyal
    Cooperatieve Rabobank U.A.
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  • 4.  RE: Dial By Extension

    GENESYS
    Posted 01-20-2022 12:06
    Not with a dial by extension action but you can do it.  Collect your digits from the caller, look them up with the datatable action, then use a Transfer to Number action with the extension you retrieved.

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    Melissa Bailey
    Genesys - Employees
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