Thank you very much
@Richard Schott for prompt response.
Appreciate the information shared and is very useful to make decisions. Also thank you for inviting to discuss further on use case.
Last query -
General question:I quote - "Please reach out to discuss"
When we are in such dilemma in making a decision and need to discuss further how can we engage? - please clarify.
In the above case should I be checking with you directly over email and scheduling calls or if there are any other means as it is a formal engagement.
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Mohan
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Original Message:
Sent: 02-06-2023 08:30
From: Richard Schott
Subject: Intercept call end on IVR/architect flows
Yes, that limit is per a specific ID (like a single conversation). It is in place to prevent runaway loops, like a trigger that fires on an attribute update on a conversation which calls a workflow that updates an attribute on the same conversation, which fires the trigger that calls the workflow... to infinity.
There are two other limits to be aware of, although it sounds like you're not going to be anywhere close to either of them:
Both of these limits are configurable on our end, so if you have reason to believe you might begin to encounter them based on scale/volume, please reach out to discuss your use case.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 02-06-2023 03:17
From: Mohan S
Subject: Intercept call end on IVR/architect flows
@Richard Schott Need another clarification please
The rate limit if I understand
entity.interactions.per.hour is per specific ID, Am I right? and (May be we might have workflow based limits but no other limits other than this one?)
@Richard SchottTo be specific - We have a scenario where we might have 8-10K call (busy hour) - Will I be able to go ahead with triggers?
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Mohan
Original Message:
Sent: 02-05-2023 08:24
From: Richard Schott
Subject: Intercept call end on IVR/architect flows
Triggers are an excellent option for this use case, as long as intercepting/acting on the actual voice media isn't a requirement. Triggers run "in near real time", but aren't able to do things like completely intercept a disconnect event to make something else happen (like sending the caller to a voice survey when an agent hangs up). But as long as that limitation is understood, triggers are an ideal way to setup post call workflows to coordinate with external systems.
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Richard Schott
Genesys - Employees
Original Message:
Sent: 02-04-2023 12:49
From: Tatjana Knezevic
Subject: Intercept call end on IVR/architect flows
Hi Mohan,
The described use case is a good candidate to use the trigger in the API to react to specific events. For example in your case, the topic to subscribe to should bev2.detail.events.conversation.{id}.customer.end
First, you should create the workflow and then create the trigger using Process Automation API POST /api/v2/processautomation/triggers. The sample request is:
More details and useful links can be found at https://developer.genesys.cloud/platform/process-automation/.
Thanks,
Tatjana
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Tatjana Knezevic
Star Telecom
Original Message:
Sent: 02-03-2023 07:13
From: Mohan S
Subject: Intercept call end on IVR/architect flows
I am novice wrt architect.
Interested to know if we can intercept a call flow when the call has ended (by agent/customer) on architect flows.
I understand we have hooks say using event bridge/web hooks api available or we can try scripts with button to allow agent to click before call end but can it be done on architect flow ?
Plan is to invoke a data action in-turn a web service on call end. (As we have all the call data readily available on flows it is easy to pass the required parameters.
Thank you in advance.
#Integrations
#Routing(ACD/IVR)
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Mohan
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