Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  How insert the agent extension in canned response

    Posted 06-10-2020 23:06
    Hi all,

    How insert the agent extension in canned response, because the only substitutions are Agent_Alias, Agent_Name and Customer_name.

    Regards.
    #Implementation

    ------------------------------
    Ivan Fernandez

    ------------------------------


  • 2.  RE: How insert the agent extension in canned response

    Posted 06-13-2020 16:20
    That will take some custom substitutions using participant data that you set in the call flow.  Scroll down on this page and look for custom : https://help.mypurecloud.com/articles/substitutions-overview/

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: How insert the agent extension in canned response

    Posted 06-23-2020 18:47
    Hi Robert,

    Thanks for the information, I understand that I take some custom substitutions using participant data that I set in the call flow, but in Call flow I don't know witch agent take a interaction email, so I can´t search the agent extension.

    Any other suggestion or am I wrong?

    Regards.

    ------------------------------
    Ivan Fernandez
    Cloud Technologies Consulting S.A. de C.V.
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources