Genesys Cloud - Main

A few questions about invoking a secure flow from an agent script please.

1. How does the Flow Data Field get used and passed to Architect?  Does the script attach that field as participant data?  If so, why is it only allowing one field? 
2. When the call comes back to the agent, how can I have the script updated to show data that was created or changed during the secure flow?  In a regular call flow you specify the screen pop script but in this case it's going back to the same agent and essentially the same script.  Or should I have the secure flow select a different script for when it returns to the agent?

#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Unsure/Other

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Vaun McCarthy
NTT New Zealand Limited
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Okay I've partly answered my own question here.  The help site wasn't making it clear about needing to use Flow.InvocationData in the secure call flow.  Which then comes back to the rest of my question.  Seems like you can only pass in one variable for that InvocationData variable in the flow?  

Anything the agent enters in the script goes the participant data for the agent, not the customer so I can't use Get Participant Data in the secure call flow.  So what if for example I wanted to pass in both an account number and an amount to pay to the secure call flow?  Would I need to change the script to add the additional fields/variables as UUIData instead and have that read by the secure flow?

Still not sure about returning the information back to the transferring agent without using a separate script.

Also, can someone please dumb down for me the use case for the Extract Secure Data data action?

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Vaun McCarthy
NTT New Zealand Limited
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You will need to send as a delimited value and parse that in the secure flow.  Once parsed, you will have separate variables.

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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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Original Message:
Sent: 08-15-2020 03:09
From: Vaun McCarthy
Subject: Invoke Secure Flow in Script - data?

Okay I've partly answered my own question here.  The help site wasn't making it clear about needing to use Flow.InvocationData in the secure call flow.  Which then comes back to the rest of my question.  Seems like you can only pass in one variable for that InvocationData variable in the flow?

Anything the agent enters in the script goes the participant data for the agent, not the customer so I can't use Get Participant Data in the secure call flow.  So what if for example I wanted to pass in both an account number and an amount to pay to the secure call flow?  Would I need to change the script to add the additional fields/variables as UUIData instead and have that read by the secure flow?

Still not sure about returning the information back to the transferring agent without using a separate script.

Also, can someone please dumb down for me the use case for the Extract Secure Data data action?

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Vaun McCarthy
NTT New Zealand Limited
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In the script you assemble the variables into a string, separated by a separation character:

In the secure flow, you use the UpdateData action to pull it apart:


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Sven Schiller
Kognitiv
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Original Message:
Sent: 08-15-2020 03:09
From: Vaun McCarthy
Subject: Invoke Secure Flow in Script - data?

Okay I've partly answered my own question here.  The help site wasn't making it clear about needing to use Flow.InvocationData in the secure call flow.  Which then comes back to the rest of my question.  Seems like you can only pass in one variable for that InvocationData variable in the flow?

Anything the agent enters in the script goes the participant data for the agent, not the customer so I can't use Get Participant Data in the secure call flow.  So what if for example I wanted to pass in both an account number and an amount to pay to the secure call flow?  Would I need to change the script to add the additional fields/variables as UUIData instead and have that read by the secure flow?

Still not sure about returning the information back to the transferring agent without using a separate script.

Also, can someone please dumb down for me the use case for the Extract Secure Data data action?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Thanks Sven
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 08-17-2020 16:11
From: Sven Schiller
Subject: Invoke Secure Flow in Script - data?

In the script you assemble the variables into a string, separated by a separation character:

In the secure flow, you use the UpdateData action to pull it apart:

------------------------------
Sven Schiller
Kognitiv
------------------------------


Original Message:
Sent: 08-15-2020 03:09
From: Vaun McCarthy
Subject: Invoke Secure Flow in Script - data?

Okay I've partly answered my own question here.  The help site wasn't making it clear about needing to use Flow.InvocationData in the secure call flow.  Which then comes back to the rest of my question.  Seems like you can only pass in one variable for that InvocationData variable in the flow?

Anything the agent enters in the script goes the participant data for the agent, not the customer so I can't use Get Participant Data in the secure call flow.  So what if for example I wanted to pass in both an account number and an amount to pay to the secure call flow?  Would I need to change the script to add the additional fields/variables as UUIData instead and have that read by the secure flow?

Still not sure about returning the information back to the transferring agent without using a separate script.

Also, can someone please dumb down for me the use case for the Extract Secure Data data action?

------------------------------
Vaun McCarthy
NTT New Zealand Limited