Genesys Cloud - Main

I am trying to set up a call flow that I can reuse for multiple lines.  This would be the main call flow for our office workers (Communicate licenses only).  The flow would do some basic things like play a greeting message, check a blocked callers list, etc.  Then once those are done it would transfer the call to the user's primary work phone number.  I want this to be a generic flow that I can apply to any office line without specifying individuals in the flow.

So for example, if the person called John Jones at 555-555-1234 it would do all of the items in the flow then transfer the call to his primary work line (set up in his person profile), but if they called Jane Smith at 555-555-2345 it would do the items in the flow then transfer the call to her primary work line.  

The only way that I can figure out how to do this would be to create a separate lookup table listing each phone number & user (either email or ID) so I can Transfer to User within the architect flow.  I'm trying not to have to make & maintain a separate table for this info, as it is already in the system as part of user profiles & one should be able to utilize that somehow.  I don't see where there is any function for looking up a user based on their phone number however.  And just attempting to Transfer to Number ends up sending the call into an infinite loop in the call flow.

Even having the phone number in their profile give a warning on it when I point the number to the inbound call flow saying it is a duplicate.  So even if I do set up a data table, I won't be able to have the number on the user's profile.

Hi Joe,

I don't think there is a way for Architect to lookup users by phone number, so your best bet for a reusable flow would be to have a data table to look up that info in.  Maybe someone else in the community has a better way of doing this

It seems like a really good idea to lookup users by phone number and I would recommend raising an idea on the Genesys Cloud Product Ideas Lab

I am trying to set up a call flow that I can reuse for multiple lines.  This would be the main call flow for our office workers (Communicate licenses only).  The flow would do some basic things like play a greeting message, check a blocked callers list, etc.  Then once those are done it would transfer the call to the user's primary work phone number.  I want this to be a generic flow that I can apply to any office line without specifying individuals in the flow.

So for example, if the person called John Jones at 555-555-1234 it would do all of the items in the flow then transfer the call to his primary work line (set up in his person profile), but if they called Jane Smith at 555-555-2345 it would do the items in the flow then transfer the call to her primary work line.  

The only way that I can figure out how to do this would be to create a separate lookup table listing each phone number & user (either email or ID) so I can Transfer to User within the architect flow.  I'm trying not to have to make & maintain a separate table for this info, as it is already in the system as part of user profiles & one should be able to utilize that somehow.  I don't see where there is any function for looking up a user based on their phone number however.  And just attempting to Transfer to Number ends up sending the call into an infinite loop in the call flow.

Even having the phone number in their profile give a warning on it when I point the number to the inbound call flow saying it is a duplicate.  So even if I do set up a data table, I won't be able to have the number on the user's profile.

I am trying to set up a call flow that I can reuse for multiple lines.  This would be the main call flow for our office workers (Communicate licenses only).  The flow would do some basic things like play a greeting message, check a blocked callers list, etc.  Then once those are done it would transfer the call to the user's primary work phone number.  I want this to be a generic flow that I can apply to any office line without specifying individuals in the flow.

So for example, if the person called John Jones at 555-555-1234 it would do all of the items in the flow then transfer the call to his primary work line (set up in his person profile), but if they called Jane Smith at 555-555-2345 it would do the items in the flow then transfer the call to her primary work line.  

The only way that I can figure out how to do this would be to create a separate lookup table listing each phone number & user (either email or ID) so I can Transfer to User within the architect flow.  I'm trying not to have to make & maintain a separate table for this info, as it is already in the system as part of user profiles & one should be able to utilize that somehow.  I don't see where there is any function for looking up a user based on their phone number however.  And just attempting to Transfer to Number ends up sending the call into an infinite loop in the call flow.

Even having the phone number in their profile give a warning on it when I point the number to the inbound call flow saying it is a duplicate.  So even if I do set up a data table, I won't be able to have the number on the user's profile.

About all I can think of to make it more generic would be to give each user an extension that matches, say, the last 6 digits of the DID that is routed through the flow.

Use a Data Action which uses the Search API POST /api/v2/users/search with the extension as the Value, addresses.voice as the Field, type of EXACT something like

{  "query": [    {      "type": "EXACT",      "fields": [        "addresses.voice"      ],      "value": "8788"    }  ]}

I am trying to set up a call flow that I can reuse for multiple lines.  This would be the main call flow for our office workers (Communicate licenses only).  The flow would do some basic things like play a greeting message, check a blocked callers list, etc.  Then once those are done it would transfer the call to the user's primary work phone number.  I want this to be a generic flow that I can apply to any office line without specifying individuals in the flow.

So for example, if the person called John Jones at 555-555-1234 it would do all of the items in the flow then transfer the call to his primary work line (set up in his person profile), but if they called Jane Smith at 555-555-2345 it would do the items in the flow then transfer the call to her primary work line.  

The only way that I can figure out how to do this would be to create a separate lookup table listing each phone number & user (either email or ID) so I can Transfer to User within the architect flow.  I'm trying not to have to make & maintain a separate table for this info, as it is already in the system as part of user profiles & one should be able to utilize that somehow.  I don't see where there is any function for looking up a user based on their phone number however.  And just attempting to Transfer to Number ends up sending the call into an infinite loop in the call flow.

Even having the phone number in their profile give a warning on it when I point the number to the inbound call flow saying it is a duplicate.  So even if I do set up a data table, I won't be able to have the number on the user's profile.

Thanks, I'll look into this.  I've never worked with the API before, but this approach may be my only option.

About all I can think of to make it more generic would be to give each user an extension that matches, say, the last 6 digits of the DID that is routed through the flow.

Use a Data Action which uses the Search API POST /api/v2/users/search with the extension as the Value, addresses.voice as the Field, type of EXACT something like

{  "query": [    {      "type": "EXACT",      "fields": [        "addresses.voice"      ],      "value": "8788"    }  ]}

I am trying to set up a call flow that I can reuse for multiple lines.  This would be the main call flow for our office workers (Communicate licenses only).  The flow would do some basic things like play a greeting message, check a blocked callers list, etc.  Then once those are done it would transfer the call to the user's primary work phone number.  I want this to be a generic flow that I can apply to any office line without specifying individuals in the flow.

So for example, if the person called John Jones at 555-555-1234 it would do all of the items in the flow then transfer the call to his primary work line (set up in his person profile), but if they called Jane Smith at 555-555-2345 it would do the items in the flow then transfer the call to her primary work line.  

The only way that I can figure out how to do this would be to create a separate lookup table listing each phone number & user (either email or ID) so I can Transfer to User within the architect flow.  I'm trying not to have to make & maintain a separate table for this info, as it is already in the system as part of user profiles & one should be able to utilize that somehow.  I don't see where there is any function for looking up a user based on their phone number however.  And just attempting to Transfer to Number ends up sending the call into an infinite loop in the call flow.

Even having the phone number in their profile give a warning on it when I point the number to the inbound call flow saying it is a duplicate.  So even if I do set up a data table, I won't be able to have the number on the user's profile.