Genesys Cloud - Main

Hi,

We have been using call.calledaddressOriginal to lookup data table for data.  It started to fail yesterday then I realized that call.calledaddressOriginal was missing the "+" in the beginning.  For example, i had an entry in the data table +12345678901 as the key.  When I called 12345678901, it failed to lookup the data table.  Then I added a new entry to the data table  with 12345678901 as the key.  It was able to do the lookup.  Any ideas?

Thanks,
Ed
#ArchitectureandDesign

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Hello, 

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.
------------------------------

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.  

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.
------------------------------

Hi,
Not sure if this is what you have experienced.

I have raised with support the issue when call.CalledAddressOriginal data variable is used in a 'secondary' flow (i.e. call is routed to a first flow, then dispatched to a 2nd flow) the variable has got a " " instead of a "+".
This only affects newly published flows, not old flows which where published a while back.

There are workarounds that can be implemented.

Hope this helps,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------

Original Message:
Sent: 07-03-2019 02:43
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------


Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.

Hi Jean-Christophe,

That is exactly what happening to us.  Without realizing the "+" is replaced by a space, I tried to append a "+" and of course it didn't work.  Now I should be able to do Append("+",LTrim(call.CalledAddressOriginal)).  Just curious what is your workarounds?

Thanks,
Ed

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 07-05-2019 05:52
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi,
Not sure if this is what you have experienced.

I have raised with support the issue when call.CalledAddressOriginal data variable is used in a 'secondary' flow (i.e. call is routed to a first flow, then dispatched to a 2nd flow) the variable has got a " " instead of a "+".
This only affects newly published flows, not old flows which where published a while back.

There are workarounds that can be implemented.

Hope this helps,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------


Original Message:
Sent: 07-03-2019 02:43
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.

Hi Ed,

I use a similar formula. You can also concatenate strings using '+' instead of Append.
As this is related to a "+" changed in " ", I like George's suggestion using Replace:

Replace(Call.CalledAddressOriginal," ","+")​​

Just consider this is a workaround.
The issue is due to be resolved in the future and therefore advisable to either remove the workaround after the problem is resolved, or build a logic which checks for both cases.
The example below worked for me:

If(Call.CalledAddressOriginal != LTrim(Call.CalledAddressOriginal), "+" + LTrim(Call.CalledAddressOriginal), Call.CalledAddressOriginal)​

Thanks,

Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------

Original Message:
Sent: 07-05-2019 14:13
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Jean-Christophe,

That is exactly what happening to us.  Without realizing the "+" is replaced by a space, I tried to append a "+" and of course it didn't work.  Now I should be able to do Append("+",LTrim(call.CalledAddressOriginal)).  Just curious what is your workarounds?

Thanks,
Ed

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------


Original Message:
Sent: 07-05-2019 05:52
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi,
Not sure if this is what you have experienced.

I have raised with support the issue when call.CalledAddressOriginal data variable is used in a 'secondary' flow (i.e. call is routed to a first flow, then dispatched to a 2nd flow) the variable has got a " " instead of a "+".
This only affects newly published flows, not old flows which where published a while back.

There are workarounds that can be implemented.

Hope this helps,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.


Original Message:
Sent: 07-03-2019 02:43
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.

So is this issue be reported to Genesys and they are working on the solution?

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------

Original Message:
Sent: 07-08-2019 04:27
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi Ed,

I use a similar formula. You can also concatenate strings using '+' instead of Append.
As this is related to a "+" changed in " ", I like George's suggestion using Replace:

Replace(Call.CalledAddressOriginal," ","+")​​

Just consider this is a workaround.
The issue is due to be resolved in the future and therefore advisable to either remove the workaround after the problem is resolved, or build a logic which checks for both cases.
The example below worked for me:

If(Call.CalledAddressOriginal != LTrim(Call.CalledAddressOriginal), "+" + LTrim(Call.CalledAddressOriginal), Call.CalledAddressOriginal)​

Thanks,

Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------


Original Message:
Sent: 07-05-2019 14:13
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Jean-Christophe,

That is exactly what happening to us.  Without realizing the "+" is replaced by a space, I tried to append a "+" and of course it didn't work.  Now I should be able to do Append("+",LTrim(call.CalledAddressOriginal)).  Just curious what is your workarounds?

Thanks,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-05-2019 05:52
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi,
Not sure if this is what you have experienced.

I have raised with support the issue when call.CalledAddressOriginal data variable is used in a 'secondary' flow (i.e. call is routed to a first flow, then dispatched to a 2nd flow) the variable has got a " " instead of a "+".
This only affects newly published flows, not old flows which where published a while back.

There are workarounds that can be implemented.

Hope this helps,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.


Original Message:
Sent: 07-03-2019 02:43
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.

Hi Ed,
Latest Edge update should address:
https://help.mypurecloud.com/edge-media-tier-release-notes/

Cheers,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.
------------------------------

Original Message:
Sent: 07-08-2019 14:58
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

So is this issue be reported to Genesys and they are working on the solution?

------------------------------
Edward Wu
BANK OF HAWAII
------------------------------


Original Message:
Sent: 07-08-2019 04:27
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi Ed,

I use a similar formula. You can also concatenate strings using '+' instead of Append.
As this is related to a "+" changed in " ", I like George's suggestion using Replace:

Replace(Call.CalledAddressOriginal," ","+")​​

Just consider this is a workaround.
The issue is due to be resolved in the future and therefore advisable to either remove the workaround after the problem is resolved, or build a logic which checks for both cases.
The example below worked for me:

If(Call.CalledAddressOriginal != LTrim(Call.CalledAddressOriginal), "+" + LTrim(Call.CalledAddressOriginal), Call.CalledAddressOriginal)​

Thanks,

Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.


Original Message:
Sent: 07-05-2019 14:13
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Jean-Christophe,

That is exactly what happening to us.  Without realizing the "+" is replaced by a space, I tried to append a "+" and of course it didn't work.  Now I should be able to do Append("+",LTrim(call.CalledAddressOriginal)).  Just curious what is your workarounds?

Thanks,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-05-2019 05:52
From: Jean-Christophe Poyelle
Subject: call.calledaddressOriginal is missing "+"

Hi,
Not sure if this is what you have experienced.

I have raised with support the issue when call.CalledAddressOriginal data variable is used in a 'secondary' flow (i.e. call is routed to a first flow, then dispatched to a 2nd flow) the variable has got a " " instead of a "+".
This only affects newly published flows, not old flows which where published a while back.

There are workarounds that can be implemented.

Hope this helps,
Jean-Christophe

------------------------------
Jean-Christophe Poyelle
Foehn Ltd.


Original Message:
Sent: 07-03-2019 02:43
From: Edward Wu
Subject: call.calledaddressOriginal is missing "+"

Hi Nathan.

Thanks for the suggestion.  I did try that and it threw an error.

Regards,
Ed

------------------------------
Edward Wu
BANK OF HAWAII


Original Message:
Sent: 07-03-2019 02:13
From: Nathan Tossens
Subject: call.calledaddressOriginal is missing "+"

Hello,

can you try with ToPhoneNumber(Call.CalledAddressOriginal).e164 it should do the trick.

Kind regards.

Nathan.

------------------------------
Nathan Tossens
AXA Belgium S.A.

If you get inconsistent format on numbers from the telco (since that is where the call.calledaddressoriginal comes from) you might put in a Decision to check for the "+", then remove it if it's there with a Replace, and just have all the numbers in your data tables without the "+".

I check for the plus in my Decision with 

Contains(Call.CalledAddressOriginal,"+")​

In a Replace I use 

Replace(Call.CalledAddressOriginal,"+","")​

So, I use an Update Data action to create a new variable such as Flow.CalledAddressLookup and set it equal to the Replace expression. Thne you could use the Flow.CalledAddressLookup to do the lookup in the data table.

Just a thought.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

I tested this morning and it is now working again on our orgs.

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 07-05-2019 10:43
From: George Ganahl
Subject: call.calledaddressOriginal is missing "+"

If you get inconsistent format on numbers from the telco (since that is where the call.calledaddressoriginal comes from) you might put in a Decision to check for the "+", then remove it if it's there with a Replace, and just have all the numbers in your data tables without the "+".

I check for the plus in my Decision with

Contains(Call.CalledAddressOriginal,"+")​

In a Replace I use

Replace(Call.CalledAddressOriginal,"+","")​

So, I use an Update Data action to create a new variable such as Flow.CalledAddressLookup and set it equal to the Replace expression. Thne you could use the Flow.CalledAddressLookup to do the lookup in the data table.

Just a thought.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------