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  • 1.  caller input is missing in agent script if callback is offered

    Posted 01-05-2023 06:03
    No replies, thread closed.
    Hi,

    we use an agent script, which is showing calling number (ani) and caller input from inbound flow. But additionally the callback feature for queues is used in InQueue flow and if the callback is offered to the agent only the ani is presented in agent script and the caller input (setup as Flow.variable) is missing. I expected to see this information in callback as well. Why is this caller input information missing?

    Best regards,
    Tobias
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Tobias Junghans
    NTT Germany AG & Co. KG
    ------------------------------


  • 2.  RE: caller input is missing in agent script if callback is offered

    Posted 01-08-2023 01:09
    No replies, thread closed.
    Yes, that is something that can't be done easily since it is a new interaction and even if you define the script, you can't supply the variables.  Best is to use a script that runs a data action to get the attributes you need to populate the script on script load.  You will need to make sure you set these attributes on the conversation and then pull them back in with the data action on load.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: caller input is missing in agent script if callback is offered

    Posted 01-09-2023 09:25
    No replies, thread closed.

    Hi Robert,

     

    From my point of view, it isn't another call and I could find a solution for my issue. In InQueue flow I use a "Get Participant Data" to get the variable Flow.callerInput and so the information is displayed in agent script of Callback as well.

     

    BR,

    Tobias


    Tobias Junghans
    TS Technical Consultant
    Germany
    NTT Germany AG & Co. KG

    T: 
    		+49 3328 3863 257
    M: 
    		+49 174 3299719
    E: 
    		tobias.junghans@global.ntt
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