Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Architect task Transfer to number

  Thread closed by the administrator, not accepting new replies.

  • 1.  Architect task Transfer to number

    Posted 07-28-2021 11:54
      |   view attached
    No replies, thread closed.
    Hi everyone,

    Need help to with Architect.
    I have implemented a task in Architect.
    The use case is the following:
    User will be asked to enter 1 to go to Application menu. Once here will need to enter a 4 digit code to be directed to the right service.
    I have created a task, added a "collect Imput" with input Data name "Task.kapp" and then on the "Success" Path I have added this string "ToPhoneNumber(append("tel:+398706",Task.kapp))". Every KAPP is associated with a service, so when I enter the 4 digits I should be redirect to that phone number.
    On the failure path the user will be redirect to the main menu.
    When I make the call and enter the 4 digit code I'm redirect to the main menu, so the success path doesn't work.

    User will be asked to enter * to listen to other service available. (This part works)

    Can anyone help?

    Thanks
    #Implementation

    ------------------------------
    Alessandro Leonzio
    SNAM S.p.A.
    ------------------------------


  • 2.  RE: Architect task Transfer to number

    Posted 07-28-2021 12:16
    No replies, thread closed.
    Is the Number field in the Transfer to Number action set to expression mode?

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Architect task Transfer to number

    Posted 07-28-2021 12:34
    No replies, thread closed.
    Yes, it is.




    Original Message


  • 4.  RE: Architect task Transfer to number

    Posted 07-29-2021 09:09
    No replies, thread closed.
    Hi,

    May I suggest as just to be sure what is getting into variable "Number", instead of send the success path to "transfer to number" send the call to acd group or agent and print the variable in a script or just befor use the block "transfer to number" use "set participant data". In this way you could see what number are you trying to send the call.
    Second you can also use api tools to check what happen, if the gcloud is trying to transfer the call, the error could be reflected in conversation details.
    Also, if you log in as agent, and try to call the same number that generate "ToPhoneNumber(append("tel:+398706",Task.kapp))" or the number that you expect to get, the call is establish?

    ------------------------------
    Saugort Garcia
    Interacciones Inteligentes S.A.
    ------------------------------

    Original Message


  • 5.  RE: Architect task Transfer to number

    Posted 07-29-2021 10:34
    No replies, thread closed.
    I cannot send the call to a ACD Group (queue). The number I want to call is not in a queue of agents.
    If I try to call the number generated from  "ToPhoneNumber(append("tel:+398706",Task.kapp))" the call is established.

    Thanks


    ------------------------------
    Alessandro Leonzio
    SNAM S.p.A.
    ------------------------------

    Original Message


  • 6.  RE: Architect task Transfer to number

    Posted 07-30-2021 06:01
    No replies, thread closed.
    Hi,

    Kamil beat me to it. Just use the string how Kamil has shown and it will work. It works for me in a similar case.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------

    Original Message


  • 7.  RE: Architect task Transfer to number

    Posted 07-30-2021 05:51
    No replies, thread closed.
    "Trasfer to number" accept string value not phone number as you are getting in result from function ToPhoneNumber. Try with Append("+398706",Task.kapp) in Transfer to number action.

    ------------------------------
    Kamil Burnicki
    ------------------------------



  • 8.  RE: Architect task Transfer to number

    Posted 07-30-2021 06:01
    No replies, thread closed.

    I have tried this Append("+398706",Task.kapp) and now when I enter the 4 digits the call is disconnected.

     

    Sent from Mail for Windows 10

     




    Original Message


  • 9.  RE: Architect task Transfer to number

    Posted 07-30-2021 06:18
    No replies, thread closed.
    This would suggest that the "Transfer to Number" step is trying to transfer the call but the call is failing on the telephony network. Is the number format correct ? Check your Number Plan under Sites and see how your National dial-plan is set and test this number under "Smiulate Call".

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Investment Management Ltd
    ------------------------------

    Original Message


  • 10.  RE: Architect task Transfer to number

    Posted 07-30-2021 08:51
    No replies, thread closed.
    yes the number format is correct but still doesn't work

    ------------------------------
    Alessandro Leonzio
    SNAM S.p.A.
    ------------------------------

    Original Message


  • 11.  RE: Architect task Transfer to number

    Posted 07-30-2021 09:40
    No replies, thread closed.
    Is generated number in your number pool?
    If it's an external number then I believe you need to use option Release Link Transfer to make it work.

    Regards,

    ------------------------------
    Wojciech Dzikowski
    CGI ISMC Polska Sp. z o.o.
    ------------------------------

    Original Message


Related Content