Genesys Cloud (formerly PureCloud)

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How insert the agent extension in canned response

  • 1.  How insert the agent extension in canned response

    NEW MEMBER
    Posted 21 days ago
    Hi all,

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

    Regards.
    #Implementation

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    Ivan Fernandez

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

    Posted 19 days ago
    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/

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: How insert the agent extension in canned response

    NEW MEMBER
    Posted 9 days ago
    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.

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