Hello Melissa,
Thank you for replying, I have tried to get this to work but I miss something I guess.
The variable (acdSkill2) in Scripter is set to Output so that should be attached to the conversation correct ?
In Architect I used a Get Participant Data block, but I'm not quite sure how to use this should I just type the variable (acdSkill2) here or should it be available in the dropdown list?
Assume that I get the participant data do I need to put it into another block like Find Skill or so, to be able to use it in the Transfer To ACD block?
So at the moment it doesn't work, so I made a testcall and looked for the conversation ID and tracked that conversation in the Developer API, if the variable (acdSkill2) is set to Output shouldn't it be available in the conversation data visible in the Developer API ?
Lots of questions.. sorry
Regards,
Rob
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Rob Mulder
DDM Consulting Nederland B.V.
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Original Message:
Sent: 05-12-2020 11:46
From: Melissa Bailey
Subject: Is it possible to use variables from Scripter to Architect
If a scripter variable is marked as output, it gets written onto participant data. Architect could use the Get Participant Data action to read it. However, there's 2 ways that can fail. 1) There can a small window of time between when scripter writes the data and it's actually able to be read. If Architect tries to fetch it during that window, it would not get the value. 2) Both Scripter and Architect have rules on which participants they read and write data onto. Depending on what participants the conversation has, which one(s) already have participant data, and which order the participants are listed, Architect might not find the data set by Scripter. I can't say how likely or frequent these issues would occur, but they are possible.
Flow invocation data doesn't have either of these problems b/c it's passed as part of the transfer.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-12-2020 10:31
From: George Ganahl
Subject: Is it possible to use variables from Scripter to Architect
Not that I know of.
@Melissa Bailey ?​
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-12-2020 10:26
From: Rob Mulder
Subject: Is it possible to use variables from Scripter to Architect
Is there another way to pass data from Scripter to Architect ? I've searched through the documentation but couldn't find the way to do this.
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Rob Mulder
DDM Consulting Nederland B.V.
Original Message:
Sent: 05-12-2020 10:17
From: George Ganahl
Subject: Is it possible to use variables from Scripter to Architect
How are you trying to use the Flow.InvocationData variable?
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-12-2020 10:00
From: Rob Mulder
Subject: Is it possible to use variables from Scripter to Architect
Hello George,
Thanks for your reply, I did watch your Q&A show and it was the inspiration for my solution :)
But... I cannot use the invocation data variable --> The variable reference 'Flow.InvocationData' at position 10 is not valid.
Is there another way to do this?
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Rob Mulder
DDM Consulting Nederland B.V.
Original Message:
Sent: 05-12-2020 09:10
From: George Ganahl
Subject: Is it possible to use variables from Scripter to Architect
See the Q&A Show video Episode 5 for an example of using a drop-down in a script setting a variable coupled with a Secure Call Flow which does the transfer to another queue based upon what was selected in the drop-down. The example is used to set a skill, but the principle is the same.
At about the 28:00 mark in the video.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-12-2020 08:03
From: Rob Mulder
Subject: Is it possible to use variables from Scripter to Architect
Hello,
We are currently building a (preview) outbound contact center when the campagin starts agent receive an interaction and a script.
In some cases the agent needs to (warm) transfer the call towards an expert, there are 25 expertgroups so I would like to automate this a bit.
My idea is to create a dropdownlist with all the expertgroups so that the agent can select which group he or she wants to use. Behind the dropdownlist is the (warm) transferbutton that initiates the transfer towards a fake DID number that ends up at an Architect flow.
The Architect flow has a Transfer to ACD task and pushes the call towards one expert Queue where all the experts are located and selects them based on their skills.
Now I have the whole principle working except passing the skill variable from Scripter to Architect, is this possible and if yes how can this be done?
Thanks and Regards,
Rob
#Integrations
#Routing(ACD/IVR)
#Unsure/Other
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Rob Mulder
DDM Consulting Nederland B.V.
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