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  • 1.  Pilot a call flow from PureCloud UI

    Posted 01-31-2019 11:25
    No replies, thread closed.
    Hello,

    I want to create an Inbound call flow which has two branches.
    - The first one contains an SVI
    - The second doesn't have an SVI but only transfers the calls to a queue.

    Is there a way to let the supervisor/admin to check a box from the admin PureCloud interface:
    - When the box is checked => SVI ON (we go through the first branch)
    - When the box is unchecked => SVI OFF (we go through the second branch)

    We want the admin to pilot this option in order to monitor the customer's interaction with the SVI
    and compare the results when the SVI is ON or OFF.

    Best Regard,
    Nicolas
    #Implementation

    ------------------------------
    Nicolas Urgin
    Dimension Data France
    ------------------------------


  • 2.  RE: Pilot a call flow from PureCloud UI

    Posted 01-31-2019 11:26
    No replies, thread closed.
    You want to use data tables.
    https://help.mypurecloud.com/articles/work-with-data-tables/

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Pilot a call flow from PureCloud UI

    Posted 02-01-2019 05:41
      |   view attached
    No replies, thread closed.
    Hello @George Ganahl, @Melissa Bailey,

    Could you please provide us more information a​bout Data Tables.
    below, a quick snapshot of the call flow that we try to put in place.

    regards,

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 4.  RE: Pilot a call flow from PureCloud UI

    Posted 02-01-2019 10:03
      |   view attached
    No replies, thread closed.
    Create a data table named CheckSVITAble with a boolean field named useSVI.  Add a row.  I used a key of "key".  In the flow, create a task and make it the starting task.  The 1st action should be a Data Table Lookup.   Select the table, add "key" in literal mode in the Inputs, and add a variable named Task.useSVI in the outputs. In the Found path, add a decision action using expression mode and use the expression Task.useSVI.  In the Yes path, do whatever SVI on means.  In the No path, do whatever SVI off means.   You need to decide on a default (SVI on or off) if the Data Table Lookup  takes the Not Found or Failure path.  In this example I use a default of SVI off.

    https://help.mypurecloud.com/articles/create-a-data-table/
    https://help.mypurecloud.com/articles/set-starting-task/
    https://help.mypurecloud.com/articles/data-table-lookup-action/
    https://help.mypurecloud.com/articles/about-literal-and-expression-modes/
    https://help.mypurecloud.com/articles/decision-action/



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Pilot a call flow from PureCloud UI

    Posted 02-01-2019 13:21
    Edited by Charaf Eddine Chemlal 02-01-2019 13:21
    No replies, thread closed.
    Thank you @Melissa Bailey 

    It worked !!

    ​

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


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