Genesys Cloud - Main

Hello, everyone.

I am wondering, is it possible to set up some condition/decision in inbound call flows that would say "is this call coming from this specific url? if yes, continue this way".

We are thinking to add a button directly on a few of our products on the website that would start a call to our Customer Support Center. The problem is that this call would be about a specific topic which we don´t want to add it to the regular IVR but we don´t want to go through the process of a brand new phone number and IVR flow only because of this temporary promotion. So I am thinking that if it was possible that at the very beginning the flow would find out if the call comes from a customer who dialed a phone number or whether the customer clicked on that call button on the website, I would add a decision to the beginning and route the calls from the website directly to a specific queue without having to go through the whole IVR tree.

I hope my description is clear. Does anyone have some experience with similar set up? Is it even possible? 

Thanks!

#ArchitectureandDesign
#Telephony

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Dominika
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This would be possible a few different ways, depending on what your button actually does.  Here's a couple I can think of, based on your description.  

• Set Participant Data and then look for that in your Flow, process accordingly
• Put the calls directly in a queue specific to this initiative.  You can use an in-queue flow to customize the experience once there.

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Paul McGurn
GoTo Technologies USA, Inc
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How is the caller getting their voice connected from your website to their phone? Is it click-to-call via API call to Genesys or are you relying on tel: tag for their mobile device... or something else?

It should be trivial to set up another "temporary" number and a simple flow. If this is not an option, can you set SIP User-to-user header and use it in Architect Flow to bypass the IVR and land the call in the specific queue? 

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Ivan Kovacevic
Star Telecom
www.startelecom.cloud
https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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There are a few ways to handle this scenario...

First, you could present a "Call Me Now" button.  The user would enter their phone number they want to be called at, and you could submit a Callback request using the Genesys Cloud APIs.  Genesys will call the user at that number ASAP.  When you submit the callback request you can attach data to the call about the promotion presented or web page that they were on.

Second, you could use Genesys Predictive Engagement to send web browsing events to Genesys to track the user's web journey on your website.  Then if they call into the phone number presented on the website, you can use the Journey APIs in the callflow to see if they were recently browsing the website on one of the pages where your campaign is running.

Third, we have some AppFoundry partners that offer click-to-call capabilities that use WebRTC so that the customer is calling directly from their browser and those calls can have data attached as they are started and therefore the callflow can utilize that data for routing.

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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Hi Dominika

I think you could use TrueEngage for that - although slightly the other way around: multiple widgets each mapped to a separate call flow. 

In our business user friendly management panel:

->create multiple widgets
->map them to call flows  
->set what URLs each widget appears

Happy to Demo how it could be done in a few minutes and see whether it meets your needs.

Regards

Alex

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Aleksander Wiercinski
Live Engage Sp. z o.o.
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