Genesys Cloud - Main

Hello,

I've got an interesting situation with a design I am working on.  I have a common module configured which accepts a duration variable as an input variable.  This common module is built to work within an InQueue flow.

In my InQueue flow, I am passing it a setting of 45 seconds when it calls the Common module. When I first tried doing this, I found that it wasn't working properly so I added a some prompts to give me the value of the variables involved.

I found to my surprise that it was reading the duration variable as "12 hours 30 minutes" which I could not find an explanation for.

I initially tried setting setting a default value on the variable and made sure it was set in seconds to keep it consistent with the InQueue flow that consumes it, but that had no impact.

Finally I changed the manually set value to an expression when executing the Call Common Module action in the InQueue flow and it started working as intended.

I suspect I've just found a bug, but I thought it would make sense to run this scenario by the community to see if anyone knows why this might have happened.

Thanks,

Matt

#ArchitectureandDesign

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Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
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Most times in Genesys Cloud are represented as milliseconds, so your 45 seconds is being sent as 45000 milliseconds, which if you convert to hours is 12.5 or 12 hours and 30 minutes.  Somewhere along the line you need to convert back to seconds or just take the numeric and convert to a duration in your common module.

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

I tested this and what appears to be happening is that it is treating what I enter in the Call Common Module action as though it were receiving milliseconds and converting it to seconds when it gets consumed by the common module.

If I define it as 45 milliseconds in the in queue call flow, the common module converts it to 45 seconds.
If I give it 450 milliseconds in the in queue call flow, it translates to 7 min, 30 seconds.

What I think was happening originally is I gave it 45 seconds which it translates to 45000 milliseconds when it passes it to the CM, which it then consumes as though it were 45000 seconds.

This still feels like a bug to me in that if I go to the same action and swap it to an expression that 45 second value gets converted to MakeDuration(0,0,0,45,0) which gets interpreted correctly as 45 seconds when consumed by the Common Module.

Thanks,

Matt

------------------------------
Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
------------------------------

Original Message:
Sent: 10-27-2022 13:06
From: Robert Wakefield-Carl
Subject: Duration variable in Common Module - Unexpected Value

Most times in Genesys Cloud are represented as milliseconds, so your 45 seconds is being sent as 45000 milliseconds, which if you convert to hours is 12.5 or 12 hours and 30 minutes.  Somewhere along the line you need to convert back to seconds or just take the numeric and convert to a duration in your common module.

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

Yep, I can see that.  I suggest converting to a numeric in the in-queue flow and then convert back to duration in the CM.

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

Original Message:
Sent: 10-27-2022 13:36
From: Matt Riedl
Subject: Duration variable in Common Module - Unexpected Value

Thanks Robert,

I tested this and what appears to be happening is that it is treating what I enter in the Call Common Module action as though it were receiving milliseconds and converting it to seconds when it gets consumed by the common module.

If I define it as 45 milliseconds in the in queue call flow, the common module converts it to 45 seconds.
If I give it 450 milliseconds in the in queue call flow, it translates to 7 min, 30 seconds.

What I think was happening originally is I gave it 45 seconds which it translates to 45000 milliseconds when it passes it to the CM, which it then consumes as though it were 45000 seconds.

This still feels like a bug to me in that if I go to the same action and swap it to an expression that 45 second value gets converted to MakeDuration(0,0,0,45,0) which gets interpreted correctly as 45 seconds when consumed by the Common Module.

Thanks,

Matt

------------------------------
Matt Riedl
AdaptHealth LLC

https://www.credly.com/badges/4823ffbe-4cfc-4552-bcb0-0506a0dc978c/public_url

https://www.credly.com/badges/4a90f46f-6c8e-4863-8e05-ea08701328ca/public_url
------------------------------


Original Message:
Sent: 10-27-2022 13:06
From: Robert Wakefield-Carl
Subject: Duration variable in Common Module - Unexpected Value

Most times in Genesys Cloud are represented as milliseconds, so your 45 seconds is being sent as 45000 milliseconds, which if you convert to hours is 12.5 or 12 hours and 30 minutes.  Somewhere along the line you need to convert back to seconds or just take the numeric and convert to a duration in your common module.

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