Hello Team,
We currently have the following setup in our environment:
- A common module has been developed where a Data Action call is made. The output is parsed and processed within the common module flow, and a Set Screen Pop action is used to display the information to the agent.
- This common module is invoked in our inbound call flow, allowing the agent to see relevant data during the call.
Current Requirement:
We are exploring ways to use the same common module for manual outbound calls.
What We Have Explored So Far:
- Invoking a secure call flow from a script works functionally, but it pauses call recording, which is not suitable.
- Using triggers to invoke a workflow seemed promising, but workflows do not support Set Screen Pop or Set Participants actions, so we were unable to fully achieve the desired behaviour.
Observations / Inquiry:
We would like to understand whether the current approaches we tried are the only way to achieve this requirement, or if there are other recommended approaches within Genesys that allow a common module to be used in manual outbound calls while retaining call recording and screen pop functionality. Alternatively, we want to clarify if this is a limitation of the platform.
We appreciate any guidance or insights you can provide.
Thanks,
Zeeshan
#Architect#Scripts------------------------------
Rizvi Zeeshan Haider
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