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  • 1.  Change to IVR not popping customer record

    Posted 06-11-2020 19:28
    No replies, thread closed.
    Hi, 
    We have done made a change to our IVR experience in the last few weeks, providing more options for customers and introducing skill-based routing. 
    The feedback we have had from agents is that it is working in most ways, but the new flow is not popping the customer record in Salesforce like the old one used to. I have included the same task setup in both flows (image 1), and so I am not sure why the record isn't being pulled like it was before. 
    My only guess is that the placing of the SF pop task is relevant? Does it need to be closer to the Transfer to ACD task? 
    Image 2 is the old flow, image 3 is the new flow, with the placing of the SF pop task circled. Would love some guidance on this! 
    Thanks!


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Katie Brassell
    Compassion Australia
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  • 2.  RE: Change to IVR not popping customer record

    Posted 06-13-2020 15:12
    No replies, thread closed.
    Some of the screen shots are unclear, but you have to make sure you are using Set Participant Data, not Update Data as it needs to go with the conversation to the Salesforce integration to extract the attribute from the conversation.  Remember that task variables are only available in a singe task and flow variables are available to a single flow.  The only way to share variables between flows and other integrations is using Set and Get Participant Data or Set UUIData.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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