Genesys Cloud CX

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  • 1.  Outbound script intermititantly populating variable from contact list in Open URL action

    Posted 09-29-2022 05:30
    Hi All,

    Is anyone using Open URL action in their outbound voice scripts?  We have this setup for a customer which includes a variable from the contact list.  However when running the campaign, intermittantly the variable defaults to the variable name and not the value causing the URL not to load.  This can occur on average 1 out of 4 contacts dialled.

    When we configure a button to launch the same URL with the same variable from the contact list it works fine everytime, even when the issue is present with the action.

    We have this raised with support but have not made much progress, so interested to know if anyone else uses this successfully?

    Thanks
    #Outbound

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    Luke Mitchell
    Connect
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  • 2.  RE: Outbound script intermititantly populating variable from contact list in Open URL action
    Best Answer

    GENESYS
    Posted 09-30-2022 08:51
    Edited by Luke Mitchell 09-30-2022 11:09
    Hi Luke,

    First thing to look at on this is making sure you are triggering the Open URL using the contact load action. Information about the contact data load action is here. We also make a note about inconsistent data here in script page load. We could update that wording or even add a bit to the manage script properties page as well. Main point is that script page load, for the start page, is not guaranteed to have all the contact data available when it triggers your page load action.

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    Joshua Frederick
    Software Engineer
    Genesys - Employees
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  • 3.  RE: Outbound script intermititantly populating variable from contact list in Open URL action

    Posted 09-30-2022 11:09
    Hi Joshua,

    Thank you so much!

    That makes sense, the documentation is not obvious for how this should be used but I understand now.  I have updated the script and this is now working everytime not intermittantly

    Thank you for your help

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    Luke Mitchell
    Connect
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