Genesys Cloud - Main

Hi,

Beginner here. I created in Script a scheduled callback to another queue. I want the receiving agent of the callback to see the details of the originalQueue and originalAgentName of the call. I assigned the originalQueue with default value of {{Scripter.Queue Name}}.  Then I called the  {{Custom.originalQueue}} in the script of the agent that received the callback.  I am doing it incorrectly because the value shows the literal word "{{Scripter.Queue Name}}" . How can I pass the information of the original queue to the receiving end?

#ArchitectureandDesign

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Michael Joseph Carreon
Dexcom, Inc.
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Use a dynamic variable.
https://help.mypurecloud.com/articles/dynamic-script-variables/



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Melissa Bailey
Genesys - Employees
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Hello,

I tried using the dynamic variable but it cannot be used as  input or output variables.

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Michael Joseph Carreon
Dexcom, Inc.
------------------------------

Original Message:
Sent: 08-17-2021 20:15
From: Melissa Bailey
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

Use a dynamic variable.
https://help.mypurecloud.com/articles/dynamic-script-variables/



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

So to be clear
You have Agent A, receive a call or callback in "Queue A"
Agent A schedule a call back to Q B
Agent B gets the call back in Q B
You want Agent B to see the words "Queue A" ?

Setting a variable to output i have found is more useful for post call work, rather an as part of an ongoing call
Script input and output variables - Genesys Cloud Resource Center

If i'm wrong and there is an easier way i am keen to learn to.
But what we do for transfers or anything like that where we want information from one Queue/Script to another is through DataActions
So update the Participant Data in one DataAction, then in the script for the second queue call another DataAction to fetch that data.

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Anton Vroon
KiwiBank
------------------------------

Hello,

Yes, you are correct in your statement. We want QueueA to show up in the Interaction Details of AgentB as original Queue name.
The  callbackNumber in the 1st Interaction Detail screenshot is a custom variable "output".   I put it in the script where agentA inputs the value of the callback number.
I was able to present the value of callbackNumber in the Interaction Detail screen of agentB.

Are you referring to the Data Action Integration? Can I invoke that in the script without adding a button or something else in the script?  Basically   we want to place the value of {{Scripter.Queue Name}} to a variable then call that variable (output) in the other scripts. 

I was able to call the originalQueue variable in the other script but the value is just  the word '{{Scripter.Queue Name}}'. 

Thank you. 


------------------------------
Michael Joseph Carreon
Dexcom, Inc.
------------------------------

Original Message:
Sent: 08-17-2021 20:26
From: Anton Vroon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

So to be clear
You have Agent A, receive a call or callback in "Queue A"
Agent A schedule a call back to Q B
Agent B gets the call back in Q B
You want Agent B to see the words "Queue A" ?

Setting a variable to output i have found is more useful for post call work, rather an as part of an ongoing call
Script input and output variables - Genesys Cloud Resource Center

If i'm wrong and there is an easier way i am keen to learn to.
But what we do for transfers or anything like that where we want information from one Queue/Script to another is through DataActions
So update the Participant Data in one DataAction, then in the script for the second queue call another DataAction to fetch that data.

------------------------------
Anton Vroon
KiwiBank
------------------------------

Correct. And yes you sure can. In the script
go to the pages tab, select your landing page, click the menu (three dots) next to the name and select page properties. From there you can assign a page load action. And make it do whatever you want when it loads the page.

------------------------------
Anton Vroon
KiwiBank
------------------------------

Original Message:
Sent: 08-18-2021 12:06
From: Michael Joseph Carreon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

Hello,

Yes, you are correct in your statement. We want QueueA to show up in the Interaction Details of AgentB as original Queue name.
The  callbackNumber in the 1st Interaction Detail screenshot is a custom variable "output".   I put it in the script where agentA inputs the value of the callback number.
I was able to present the value of callbackNumber in the Interaction Detail screen of agentB.

Are you referring to the Data Action Integration? Can I invoke that in the script without adding a button or something else in the script?  Basically   we want to place the value of {{Scripter.Queue Name}} to a variable then call that variable (output) in the other scripts.

I was able to call the originalQueue variable in the other script but the value is just  the word '{{Scripter.Queue Name}}'.

Thank you.


------------------------------
Michael Joseph Carreon
Dexcom, Inc.
------------------------------


Original Message:
Sent: 08-17-2021 20:26
From: Anton Vroon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

So to be clear
You have Agent A, receive a call or callback in "Queue A"
Agent A schedule a call back to Q B
Agent B gets the call back in Q B
You want Agent B to see the words "Queue A" ?

Setting a variable to output i have found is more useful for post call work, rather an as part of an ongoing call
Script input and output variables - Genesys Cloud Resource Center

If i'm wrong and there is an easier way i am keen to learn to.
But what we do for transfers or anything like that where we want information from one Queue/Script to another is through DataActions
So update the Participant Data in one DataAction, then in the script for the second queue call another DataAction to fetch that data.

------------------------------
Anton Vroon
KiwiBank

Thank you for the idea.

In the Schedule Callback Button I added a customCallback action as shown in the screenshot below.


------------------------------
Michael Joseph Carreon
Dexcom, Inc.
------------------------------

Original Message:
Sent: 08-18-2021 16:16
From: Anton Vroon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

Correct. And yes you sure can. In the script
go to the pages tab, select your landing page, click the menu (three dots) next to the name and select page properties. From there you can assign a page load action. And make it do whatever you want when it loads the page.

------------------------------
Anton Vroon
KiwiBank
------------------------------


Original Message:
Sent: 08-18-2021 12:06
From: Michael Joseph Carreon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

Hello,

Yes, you are correct in your statement. We want QueueA to show up in the Interaction Details of AgentB as original Queue name.
The  callbackNumber in the 1st Interaction Detail screenshot is a custom variable "output".   I put it in the script where agentA inputs the value of the callback number.
I was able to present the value of callbackNumber in the Interaction Detail screen of agentB.

Are you referring to the Data Action Integration? Can I invoke that in the script without adding a button or something else in the script?  Basically   we want to place the value of {{Scripter.Queue Name}} to a variable then call that variable (output) in the other scripts.

I was able to call the originalQueue variable in the other script but the value is just  the word '{{Scripter.Queue Name}}'.

Thank you.


------------------------------
Michael Joseph Carreon
Dexcom, Inc.


Original Message:
Sent: 08-17-2021 20:26
From: Anton Vroon
Subject: Assigning Script Variable into Custom Variable then pass the info to the receiving end

So to be clear
You have Agent A, receive a call or callback in "Queue A"
Agent A schedule a call back to Q B
Agent B gets the call back in Q B
You want Agent B to see the words "Queue A" ?

Setting a variable to output i have found is more useful for post call work, rather an as part of an ongoing call
Script input and output variables - Genesys Cloud Resource Center

If i'm wrong and there is an easier way i am keen to learn to.
But what we do for transfers or anything like that where we want information from one Queue/Script to another is through DataActions
So update the Participant Data in one DataAction, then in the script for the second queue call another DataAction to fetch that data.

------------------------------
Anton Vroon
KiwiBank