Genesys Cloud - Main

I need some help in figuring out how to jump to specific nodes/steps in the middle of a different inbound call flow. For example, if someone calls into one of our IVRs but it turns out they need to be in another IVR, how can I send the call to the other IVR without having to start at the beginning? We don't want to ask them for their language preference again or perform other checks unnecessarily. I'd want to send them to the main menu for example.

Similarly, is it possible to tell the system to jump to specific steps/nodes within a task either in the same flow, or in a different flow or common module?
#ArchitectureandDesign

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Daniel Ronzoni
Prog Leasing LLC
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Use reusable tasks or common modules.  They allow you in and out of the flow within your initial flow.  If you really need to start at the top and move through the flow, then have a decision at the top and call a module that is the middle-point.  Start looking at modularization in your flow design, not top-down.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Robert, I will definitely keep in mind the idea of modularization and using reusable tasks and common modules more!

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Daniel Ronzoni
Prog Leasing LLC
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Original Message:
Sent: 02-03-2022 15:57
From: Robert Wakefield-Carl
Subject: How to jump to the middle of another flow?

Use reusable tasks or common modules.  They allow you in and out of the flow within your initial flow.  If you really need to start at the top and move through the flow, then have a decision at the top and call a module that is the middle-point.  Start looking at modularization in your flow design, not top-down.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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In the same flow: use flow level variables.  When you want to a specific spot in a task, first set a variable to indicate something, then in the task you jumped to use decisions and/or switches to check that variable's value and decide what to do.  It could be as simple a boolean variable Flow.skipIntroSteps, or an integer variable Flow.goToStep that indicate a specific step to go to.  Don't forget the variable could be NOT_SET if you don't account for all code paths, so check to see if it has a value (i.e. use the IsSet function) first.

For between flows: same idea, but use the set participant data action in the 1st flow and get participant data action in the 2nd flow.

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Melissa Bailey
Genesys - Employees
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Hi there,
with regards to 1st part, you could use the set participant data in flow a, example: skiplanguage = true and assign to variable(skiplanguage)
in flow B you get participant data [skiplanguage] and do a decision with contain(skiplanguage, "true", true)
if decision is true, you bypass language

2nd part, you can make use of a Call Task, which will call another task and once done in task, it returns to the same place in original task

hope this helps

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Reginald
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I'm still trying to understand how to use the Set and Get Participant Data tools since we're just starting to build things out in Genesys Cloud and we don't have much experience yet.

 

So I would use "Set Participant Data" in FlowA where the Attribute Name would be something like "XFERfromFlowA" and the Value would be "TRUE". Then, in FlowB, I would use "Get Participant Data" where the Attribute Name would be "XFERfromFlowA" and the Variable to Assign would be like "task.XFERfromFlowA"?

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Daniel Ronzoni
Prog Leasing LLC
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Original Message:
Sent: 02-03-2022 16:01
From: Reginald Sheraton
Subject: How to jump to the middle of another flow?

Hi there,
with regards to 1st part, you could use the set participant data in flow a, example: skiplanguage = true and assign to variable(skiplanguage)
in flow B you get participant data [skiplanguage] and do a decision with contain(skiplanguage, "true", true)
if decision is true, you bypass language

2nd part, you can make use of a Call Task, which will call another task and once done in task, it returns to the same place in original task

hope this helps

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Reginald
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correct

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Reginald
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Original Message:
Sent: 02-03-2022 16:19
From: Daniel Ronzoni
Subject: How to jump to the middle of another flow?

I'm still trying to understand how to use the Set and Get Participant Data tools since we're just starting to build things out in Genesys Cloud and we don't have much experience yet.

 

So I would use "Set Participant Data" in FlowA where the Attribute Name would be something like "XFERfromFlowA" and the Value would be "TRUE". Then, in FlowB, I would use "Get Participant Data" where the Attribute Name would be "XFERfromFlowA" and the Variable to Assign would be like "task.XFERfromFlowA"?

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Daniel Ronzoni
Prog Leasing LLC
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Original Message:
Sent: 02-03-2022 16:01
From: Reginald Sheraton
Subject: How to jump to the middle of another flow?

Hi there,
with regards to 1st part, you could use the set participant data in flow a, example: skiplanguage = true and assign to variable(skiplanguage)
in flow B you get participant data [skiplanguage] and do a decision with contain(skiplanguage, "true", true)
if decision is true, you bypass language

2nd part, you can make use of a Call Task, which will call another task and once done in task, it returns to the same place in original task

hope this helps

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Reginald