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Newbie Script Question - Making a script element only visible for outbound/callbacks

  • 1.  Newbie Script Question - Making a script element only visible for outbound/callbacks

    Posted 2 hours ago

    Hi all,

    I am very new to the script functionality and have hit a wall with my knowledge.  I am attempting to make a script that will display call information (wait time, interaction type etc) and will conditionally display an outbound call reminder (advising staff to mention the call will be recorded) only for outbound calls.  

    I am using the "Visible" True/False Expression field however cannot seem to find the right syntax or conditions to denote that it should only be visible on outbound.  For extra context we currently do not have an outbound flow which I think may be getting in the way.  

    I have watched numerous tutorial vid's but cant seem to find something that covers this specific scenario.  

    Thanks!


    #Other

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    Robert Brown
    Member Advocate
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  • 2.  RE: Newbie Script Question - Making a script element only visible for outbound/callbacks

    Posted an hour ago
    Edited by Kaio Oliveira 46 minutes ago

    Hi Robert 

    -

    I'll give you a real example that I always use.

    -

    In general, I always create 3 scripts.

     --- OUT

     ---- INB

    ---- INB_DEV

    -In the architect's flow, I have a variable that tells me whether it's an HML/DEV flow or not, and I decide which script to present (this is for inbound) inb ou inb_dev.

    This avoids making changes to production scripts, especially since there is no script debugging.

    -

    As for the OUT script, I fixed it to the queue, and with that, every outbound call will display the script that is configured in the queue.

    -

    In this customer, we block outbound calls via a trigger that don't have a queue assigned, so the agent must select one.

    -

    If you're always using the script in the queue, then the issue is different.

    From what I've seen(https://help.genesys.cloud/articles/built-in-script-variables/), there isn't a variable to track the call direction, but we do have the variable "{{Scripter.Customer Call Duration}}".
     
    That is, when an inbound call, it will always have a value greater than X time because it's factored into the IVR navigation, queue, etc.
     
    When this value is zero, it will be an outbound call . (This needs testing, ok)
    -
    Here's what I'm thinking: create a boolean variable called "showButtonAlert" for example.
    Next, create a "Horizontal Container" with a "text" field inside it and assign the variable to the container's "Visible" option.
    -
    Next, you can configure an "Action" in the page start.
    for exemple: 
    -
    -
    Basically, the configuration says: if the "customer call duration" is not 0, the `show button` variable will be false (which will not show the alert --- inbound call); otherwise, it will be true (showing the container with the alert - outbound call).
    -
    I hope this help you



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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