Genesys Cloud - Main

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------

Hi Reginald,

• Option 1: I was thinking about using Data Action on a Page Load Action but unfortunately Data Actions can not manipulate conversations such as Transfer, Hold, Mute... since they rely on OAuth Client Credentials. Conversations resources require a user context.

• Option 2: When using Consult Transfer built-in scripter action, you should be connected to the active voice conversation first, otherwise it won't work

Since you are triggering the Consult Transfer on Page Load Action, the script will execute this action even before the call gets connected to the agent.
That is why you are running into the failure "Failure to consult transfer interaction"

By the way, I reproduced this issue on my end, and below the error message I got:
As you can see, the script pop up when the call arrives, then directly executes the Consult Transfer even before I accepted the incoming interaction, that is why I was not a connected participant on the call yet.

What I can suggest is 2 workarounds that I tested on my side and it is working fine.

First workaround
If you activate the Auto Answer on the agents profiles, the call will be directly answered as soon as the script loads and it works fine.

Second workaround
if for some reason, you don't want to activate the Auto Answer, you can try the below:
Instead of executing the Consult Transfer on Page Load Action, you can create and execute a custom action.
Inside this Custom Action, you need to check first if the call is connected to the agent or not (to avoid executing the transfer during the alerting time)
When the call is connected to the agent, then you can make your transfer, otherwise just add a delay and then re-check again (kind of creating a loop)

Below a screenshot of the custom action mentioned above: 


Note: 
- I was using a delay of 1 sec in order to avoid any blocking task or loop infinitely
- Connected is a value of a built-in scripter variable called Scripter.Interaction State. It returns  Connecting, Connected or Disconnected
This value depends on the language set on the agent profile preferences (in my case it is English). it won't work if an agent has his profile in french for example, since the value of the state variable will be translated to Connecté.

I hope someone in the community can add more comments/remarks :)

Let me know if you have more questions !

Kind Regards,

Charaf

------------------------------
Charaf Eddine Chemlal
NTT France SASU
------------------------------

Original Message:
Sent: 02-04-2022 12:48
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------

Hi there,

thanks for your response and suggestions, i will look into this and advise.
i would need to look at Interaction as connected and if a certain skill is being populated, so will have to do a AND (If skill = "Test" AND Interaction = "Connected") then do consult transfer.
not sure if this is possible

------------------------------
Reginald
------------------------------

Original Message:
Sent: 02-05-2022 13:11
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

• Option 1: I was thinking about using Data Action on a Page Load Action but unfortunately Data Actions can not manipulate conversations such as Transfer, Hold, Mute... since they rely on OAuth Client Credentials. Conversations resources require a user context.

• Option 2: When using Consult Transfer built-in scripter action, you should be connected to the active voice conversation first, otherwise it won't work

Since you are triggering the Consult Transfer on Page Load Action, the script will execute this action even before the call gets connected to the agent.
That is why you are running into the failure "Failure to consult transfer interaction"

By the way, I reproduced this issue on my end, and below the error message I got:
As you can see, the script pop up when the call arrives, then directly executes the Consult Transfer even before I accepted the incoming interaction, that is why I was not a connected participant on the call yet.

What I can suggest is 2 workarounds that I tested on my side and it is working fine.

First workaround
If you activate the Auto Answer on the agents profiles, the call will be directly answered as soon as the script loads and it works fine.

Second workaround
if for some reason, you don't want to activate the Auto Answer, you can try the below:
Instead of executing the Consult Transfer on Page Load Action, you can create and execute a custom action.
Inside this Custom Action, you need to check first if the call is connected to the agent or not (to avoid executing the transfer during the alerting time)
When the call is connected to the agent, then you can make your transfer, otherwise just add a delay and then re-check again (kind of creating a loop)

Below a screenshot of the custom action mentioned above:


Note:
- I was using a delay of 1 sec in order to avoid any blocking task or loop infinitely
- Connected is a value of a built-in scripter variable called Scripter.Interaction State. It returns  Connecting, Connected or Disconnected
This value depends on the language set on the agent profile preferences (in my case it is English). it won't work if an agent has his profile in french for example, since the value of the state variable will be translated to Connecté.

I hope someone in the community can add more comments/remarks :)

Let me know if you have more questions !

Kind Regards,

Charaf

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-04-2022 12:48
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------

Hi Reginald,

In this case, if you would like to take into account a particular skill before making the consult transfer, you can do the following: 

- Inside your script, create a new skill string variable and set it as an input.


- You can set the value of the skill variable directly in your Inbound Call Flow under Architect.




- Now you just need to adapt the code I shared before in order to take into account the skill value:


in the Else statement, you add a new condition which is the skill has to be equal to English, otherwise there will be no consult transfer.

It is working fine on my side :)

Let me know if it suits your needs

Kind Regards,

------------------------------
Charaf Eddine Chemlal
NTT France SASU
------------------------------

Original Message:
Sent: 02-07-2022 01:54
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi there,

thanks for your response and suggestions, i will look into this and advise.
i would need to look at Interaction as connected and if a certain skill is being populated, so will have to do a AND (If skill = "Test" AND Interaction = "Connected") then do consult transfer.
not sure if this is possible

------------------------------
Reginald

Original Message:
Sent: 02-05-2022 13:11
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

• Option 1: I was thinking about using Data Action on a Page Load Action but unfortunately Data Actions can not manipulate conversations such as Transfer, Hold, Mute... since they rely on OAuth Client Credentials. Conversations resources require a user context.

• Option 2: When using Consult Transfer built-in scripter action, you should be connected to the active voice conversation first, otherwise it won't work

Since you are triggering the Consult Transfer on Page Load Action, the script will execute this action even before the call gets connected to the agent.
That is why you are running into the failure "Failure to consult transfer interaction"

By the way, I reproduced this issue on my end, and below the error message I got:
As you can see, the script pop up when the call arrives, then directly executes the Consult Transfer even before I accepted the incoming interaction, that is why I was not a connected participant on the call yet.

What I can suggest is 2 workarounds that I tested on my side and it is working fine.

First workaround
If you activate the Auto Answer on the agents profiles, the call will be directly answered as soon as the script loads and it works fine.

Second workaround
if for some reason, you don't want to activate the Auto Answer, you can try the below:
Instead of executing the Consult Transfer on Page Load Action, you can create and execute a custom action.
Inside this Custom Action, you need to check first if the call is connected to the agent or not (to avoid executing the transfer during the alerting time)
When the call is connected to the agent, then you can make your transfer, otherwise just add a delay and then re-check again (kind of creating a loop)

Below a screenshot of the custom action mentioned above:


Note:
- I was using a delay of 1 sec in order to avoid any blocking task or loop infinitely
- Connected is a value of a built-in scripter variable called Scripter.Interaction State. It returns  Connecting, Connected or Disconnected
This value depends on the language set on the agent profile preferences (in my case it is English). it won't work if an agent has his profile in french for example, since the value of the state variable will be translated to Connecté.

I hope someone in the community can add more comments/remarks :)

Let me know if you have more questions !

Kind Regards,

Charaf

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-04-2022 12:48
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------

Thanks again, not sure what i am doing wrong but still not working for me, are you able to share your script?

------------------------------
Reginald
------------------------------

Original Message:
Sent: 02-07-2022 06:50
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

In this case, if you would like to take into account a particular skill before making the consult transfer, you can do the following:

- Inside your script, create a new skill string variable and set it as an input.


- You can set the value of the skill variable directly in your Inbound Call Flow under Architect.




- Now you just need to adapt the code I shared before in order to take into account the skill value:


in the Else statement, you add a new condition which is the skill has to be equal to English, otherwise there will be no consult transfer.

It is working fine on my side :)

Let me know if it suits your needs

Kind Regards,

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-07-2022 01:54
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi there,

thanks for your response and suggestions, i will look into this and advise.
i would need to look at Interaction as connected and if a certain skill is being populated, so will have to do a AND (If skill = "Test" AND Interaction = "Connected") then do consult transfer.
not sure if this is possible

------------------------------
Reginald

Original Message:
Sent: 02-05-2022 13:11
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

• Option 1: I was thinking about using Data Action on a Page Load Action but unfortunately Data Actions can not manipulate conversations such as Transfer, Hold, Mute... since they rely on OAuth Client Credentials. Conversations resources require a user context.

• Option 2: When using Consult Transfer built-in scripter action, you should be connected to the active voice conversation first, otherwise it won't work

Since you are triggering the Consult Transfer on Page Load Action, the script will execute this action even before the call gets connected to the agent.
That is why you are running into the failure "Failure to consult transfer interaction"

By the way, I reproduced this issue on my end, and below the error message I got:
As you can see, the script pop up when the call arrives, then directly executes the Consult Transfer even before I accepted the incoming interaction, that is why I was not a connected participant on the call yet.

What I can suggest is 2 workarounds that I tested on my side and it is working fine.

First workaround
If you activate the Auto Answer on the agents profiles, the call will be directly answered as soon as the script loads and it works fine.

Second workaround
if for some reason, you don't want to activate the Auto Answer, you can try the below:
Instead of executing the Consult Transfer on Page Load Action, you can create and execute a custom action.
Inside this Custom Action, you need to check first if the call is connected to the agent or not (to avoid executing the transfer during the alerting time)
When the call is connected to the agent, then you can make your transfer, otherwise just add a delay and then re-check again (kind of creating a loop)

Below a screenshot of the custom action mentioned above:


Note:
- I was using a delay of 1 sec in order to avoid any blocking task or loop infinitely
- Connected is a value of a built-in scripter variable called Scripter.Interaction State. It returns  Connecting, Connected or Disconnected
This value depends on the language set on the agent profile preferences (in my case it is English). it won't work if an agent has his profile in french for example, since the value of the state variable will be translated to Connecté.

I hope someone in the community can add more comments/remarks :)

Let me know if you have more questions !

Kind Regards,

Charaf

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-04-2022 12:48
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------

email sent, please confirm you have received?

------------------------------
Reginald
------------------------------

Original Message:
Sent: 02-07-2022 07:57
From: Reginald Sheraton
Subject: Consult Transfer via Script

Thanks again, not sure what i am doing wrong but still not working for me, are you able to share your script?

------------------------------
Reginald

Original Message:
Sent: 02-07-2022 06:50
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

In this case, if you would like to take into account a particular skill before making the consult transfer, you can do the following:

- Inside your script, create a new skill string variable and set it as an input.


- You can set the value of the skill variable directly in your Inbound Call Flow under Architect.




- Now you just need to adapt the code I shared before in order to take into account the skill value:


in the Else statement, you add a new condition which is the skill has to be equal to English, otherwise there will be no consult transfer.

It is working fine on my side :)

Let me know if it suits your needs

Kind Regards,

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-07-2022 01:54
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi there,

thanks for your response and suggestions, i will look into this and advise.
i would need to look at Interaction as connected and if a certain skill is being populated, so will have to do a AND (If skill = "Test" AND Interaction = "Connected") then do consult transfer.
not sure if this is possible

------------------------------
Reginald

Original Message:
Sent: 02-05-2022 13:11
From: Charaf Eddine Chemlal
Subject: Consult Transfer via Script

Hi Reginald,

• Option 1: I was thinking about using Data Action on a Page Load Action but unfortunately Data Actions can not manipulate conversations such as Transfer, Hold, Mute... since they rely on OAuth Client Credentials. Conversations resources require a user context.

• Option 2: When using Consult Transfer built-in scripter action, you should be connected to the active voice conversation first, otherwise it won't work

Since you are triggering the Consult Transfer on Page Load Action, the script will execute this action even before the call gets connected to the agent.
That is why you are running into the failure "Failure to consult transfer interaction"

By the way, I reproduced this issue on my end, and below the error message I got:
As you can see, the script pop up when the call arrives, then directly executes the Consult Transfer even before I accepted the incoming interaction, that is why I was not a connected participant on the call yet.

What I can suggest is 2 workarounds that I tested on my side and it is working fine.

First workaround
If you activate the Auto Answer on the agents profiles, the call will be directly answered as soon as the script loads and it works fine.

Second workaround
if for some reason, you don't want to activate the Auto Answer, you can try the below:
Instead of executing the Consult Transfer on Page Load Action, you can create and execute a custom action.
Inside this Custom Action, you need to check first if the call is connected to the agent or not (to avoid executing the transfer during the alerting time)
When the call is connected to the agent, then you can make your transfer, otherwise just add a delay and then re-check again (kind of creating a loop)

Below a screenshot of the custom action mentioned above:


Note:
- I was using a delay of 1 sec in order to avoid any blocking task or loop infinitely
- Connected is a value of a built-in scripter variable called Scripter.Interaction State. It returns  Connecting, Connected or Disconnected
This value depends on the language set on the agent profile preferences (in my case it is English). it won't work if an agent has his profile in french for example, since the value of the state variable will be translated to Connecté.

I hope someone in the community can add more comments/remarks :)

Let me know if you have more questions !

Kind Regards,

Charaf

------------------------------
Charaf Eddine Chemlal
NTT France SASU

Original Message:
Sent: 02-04-2022 12:48
From: Reginald Sheraton
Subject: Consult Transfer via Script

Hi all,
not sure if this is available or what i am not doing correct, any assistance will be appreciated.
i have a requirement to build a Agent Script and require any of the below:

1. Option 1: Don't think this is available but customer requested and needed to make sure. On Page Load Action, customer require the caller to be placed on Hold while the agent performs either a consult or blind transfer
2. Option 2: On Page Load Action, a consult transfer should be initiated and caller will be placed on hold. i am able to configure a consult transfer on Page load to an external number but i am getting and error when script loads, "Failed to consult transfer interaction"

any advise\suggestions?
#Implementation

------------------------------
Reginald
------------------------------