• Requires Value now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, Refresh Input Variables, which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• Requires Value now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, Refresh Input Variables, which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

Hi @Chad McCormick , Sorry to hijack the conversation. Are agent scripts only meant for queue calls and not for direct calls to agents? If so, if there a plan to roll this functionality out to direct calls to agents? 

Thanks in advance
Dhana

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

Dhanalakshmi,

You can "kind of" do this now, but it takes some creative thinking!

1. Create a Data Table, keyed on a DNIS and put all of the DID's into it, along with the corresponding users.
2. Create a queue of type "Preferred Agent" and put all of the users into it.
3. Create the script and (optionally) assign it as default to the queue.
4. Create an inbound flow that looks the DNIS up in the table and then routes the call to the queue with the relevant user as the preferred agent. If you haven't specified the script in the queue, define it here.
5. Configure routing to send all the DNIS's to the flow.

For extra credit...

6. Add logic to the inbound flow to determine if the user is there and, if not, send directly to VM
7. Add an in-queue flow that plays in-queue music for a slightly shorter time than the Preferred agent time-out and then sends the call to the user's VM (this prevents it ever "rolling" to other users.
The only real  downside is that the user has to be on-queue to receive calls.

OR (and I haven't tested this, but it may be worth a shot...)

Instead of having a queue, have the flow define the script (with Pop Script) and then send directly to the user. That MIGHT cause the script to display and would avoid the restrictions above.

HTH

Hi @Chad McCormick , Sorry to hijack the conversation. Are agent scripts only meant for queue calls and not for direct calls to agents? If so, if there a plan to roll this functionality out to direct calls to agents? 

Thanks in advance
Dhana

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data

Hi Paul, Thanks for your response. 

I have tried the second option you proposed but that didn't work. Hence my assumption that the scripts are only meant for ACD interactions. 

Instead of having a queue, have the flow define the script (with Pop Script) and then send directly to the user. That MIGHT cause the script to display and would avoid the restrictions above.

We also thought about the option 1, but dropped as it might have implications to reporting. As this customer is migrating from Engage to Genesys Cloud and in engage this is being done as a direct call to agent vs in GC to be done via a queue. 

Thanks & Regards
Dhana

Dhanalakshmi,

You can "kind of" do this now, but it takes some creative thinking!

1. Create a Data Table, keyed on a DNIS and put all of the DID's into it, along with the corresponding users.
2. Create a queue of type "Preferred Agent" and put all of the users into it.
3. Create the script and (optionally) assign it as default to the queue.
4. Create an inbound flow that looks the DNIS up in the table and then routes the call to the queue with the relevant user as the preferred agent. If you haven't specified the script in the queue, define it here.
5. Configure routing to send all the DNIS's to the flow.

For extra credit...

6. Add logic to the inbound flow to determine if the user is there and, if not, send directly to VM
7. Add an in-queue flow that plays in-queue music for a slightly shorter time than the Preferred agent time-out and then sends the call to the user's VM (this prevents it ever "rolling" to other users.
The only real  downside is that the user has to be on-queue to receive calls.

OR (and I haven't tested this, but it may be worth a shot...)

Instead of having a queue, have the flow define the script (with Pop Script) and then send directly to the user. That MIGHT cause the script to display and would avoid the restrictions above.

HTH

Hi @Chad McCormick , Sorry to hijack the conversation. Are agent scripts only meant for queue calls and not for direct calls to agents? If so, if there a plan to roll this functionality out to direct calls to agents? 

Thanks in advance
Dhana

• "Requires Value" now supports variables in addition to Yes/No

• Provides Regex (regular expressions) functionality inside dynamic variables to validate strings and numbers

• Password input options - show password, show asterisks, show asterisks with ability to show password

• Provide a new action, "Refresh Input Variables", which will update the value of all input variables from a conversation

• New dynamic variable date functions:

  • formatDate: (date: number, formatString?: string) => string

  • formatDuration: (duration: number) => string

  • dateToMilliseconds: (date: string) => number

  • durationToMilliseconds: (duration: string) => number

• New advanced script variables available:

  • Interaction Type

  • Interaction State

  • Agent Call Duration

  • Customer Call Duration

• New capability to import a script and override an existing script with the new data