Genesys Cloud CX

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  • 1.  Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 01-28-2022 15:28
    I am looking for a way to use the customer phone number that is captured in our Chat widget to route Chats from different regions to unique chat queues within Architect. Does anyone have a flow example that they have used for similar routing?

    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Keith Leap
    Breezeline
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  • 2.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-01-2022 08:58
    I am able to route chats using Flow.PhoneNumber == "1234567890", but I am not sure how I would route all phone numbers with area code 123 in the Flow.PhoneNumber


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    Keith Leap
    Atlantic Broadband
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  • 3.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    GENESYS
    Posted 02-01-2022 09:05

    ToPhoneNumber(Flow.PhoneNumber).dialingCode =="123"

    https://help.mypurecloud.com/articles/about-the-phone-number-data-type/



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    Melissa Bailey
    Genesys - Employees
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  • 4.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-01-2022 10:56
    Melissa,

    Are you sure that the .dialingCode will return the Area code of the number?  From that link, it seems to only pull in the country code of the number.  It seems if the form on the website is looking at only 10 digits, then a simple Left(Flow.PhoneNumber, 3) would work.

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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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  • 5.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-01-2022 11:44
    Thanks for the advice,
    It is correct that we are getting the phone number from the web form. This is a field that is completed by the customer when they initiate the Chat.
    I'm going to test: Left("Flow.PhoneNumber", 3) =="999"
    The ToPhoneNumber(Flow.PhoneNumber).dialingCode =="123" May come in handy in the Inbound Call flows.
    Thanks Again!

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    Keith Leap
    Breezeline
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  • 6.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    GENESYS
    Posted 02-01-2022 12:08
    You're right.

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    Melissa Bailey
    Genesys - Employees
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  • 7.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-02-2022 08:53
    I have done some testing using 2 methods to route by the first 3 digits of the phone number field of the chat widget. so far no success. Maybe my syntax is not correct? Wen I initiate a chat and enter 9991234567 in the phone number field it is not detected in the flow and proceeds to the next case.

    Method 1:


    Method 2:



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    Keith Leap
    Atlantic Broadband
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  • 8.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-02-2022 10:16
    You are mixing types.  Your first one needs to have Left(Flow.PhoneNumber, 3) == "999"

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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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  • 9.  RE: Using the phoneNumber particpant data in Chat flow to route by area code

    Posted 02-02-2022 12:07
    I think I found a solution: Using the Boolean Builder.
    Preliminary testing was successful


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    Keith Leap
    Breezeline
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