Genesys Cloud - Main

I know that we can create own scripts and assign them to flow. But one thing I lack in the default is which number customer called in to.

Thanks! 

First, in your script, add a custom string variable and make sure the input toggle is set to true.  Display the variable in a read-only text component.  Save and publish the script.

Next, open your flow and find your set screen pop action.  It will show the input variable you just created.  Make sure you are in expression model instead of literal, and assign it the value Call.CalledAddress.  This is a default call variable  and should show up in the IntelliSense while you are typing, otherwise you are in literal mode.  Publish the flow.

Now when an agent gets a call and the script opens, it will show the number the customer dialed.

Documentation resources:

https://help.mypurecloud.com/articles/add-script-variable/

https://help.mypurecloud.com/articles/read-text/

https://help.mypurecloud.com/articles/set-screen-pop-data-action/

https://help.mypurecloud.com/articles/use-expression-editor/

Thanks Melissa! 

Have now updated the script and it works perfect! 

Have a great day and thanks again.

It seems that Purecloud can't see the Call.CalledAddress if it´s not within the DID range. Each time I call a number within the range it work but when I call to a number that is in front of the DID number it does not work. Any suggestion how to solve this?  

Could it be that we need to change the Trunk settings?

How do you have a number assigned to the ivr that is not within a DID range?  It should not have let you save it.