Genesys Cloud - Main

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 11-02-2023 14:10
From: Ahmed Zein
Subject: Position in queue variable not updating

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

#ArchitectureandDesign

------------------------------
Ahmed Zein
------------------------------

Hi Jan,

That's a really good point, but my business needs is to be in a loop so that customer keeps looping for hold music and some messages and hear his position in queue. So any workaround can be done in this case? 

I wonder how the standard action "Play position in queue" keeps updating it.

------------------------------
Ahmed Zein

Original Message:
Sent: 11-04-2023 18:08
From: Jan Heinonen
Subject: Position in queue variable not updating

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 11-02-2023 14:10
From: Ahmed Zein
Subject: Position in queue variable not updating

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

#ArchitectureandDesign

------------------------------
Ahmed Zein
------------------------------

Hi Ahmed,

The In-Queue flow is an "infinite" loop in itself, so by doing the below it would play hold music for 15 seconds, the play queue position and repeat from the top.

I only use Loops if I need to repeat something several times within the flow before moving forward, mainly when going through arrays of data.

The goal should always be to get to the bottom and start over since Loop has limited times it can be repeated.

I did test the "Play position in queue" functions and that does seem to update within a Loop, although I still think Loop should only be used when necessary.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 11-04-2023 18:19
From: Ahmed Zein
Subject: Position in queue variable not updating

Hi Jan,

That's a really good point, but my business needs is to be in a loop so that customer keeps looping for hold music and some messages and hear his position in queue. So any workaround can be done in this case? 

I wonder how the standard action "Play position in queue" keeps updating it.

------------------------------
Ahmed Zein

Original Message:
Sent: 11-04-2023 18:08
From: Jan Heinonen
Subject: Position in queue variable not updating

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB

Original Message:
Sent: 11-02-2023 14:10
From: Ahmed Zein
Subject: Position in queue variable not updating

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

#ArchitectureandDesign

------------------------------
Ahmed Zein
------------------------------

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

Hi @Jan Heinonen Doesn't this sound like a bug where it announces the position within the loop but not update the variable?

Can someone please clarify why is there a difference? 

Thanks & Regards

Dhana

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?

Add a Play Position In Queue action with the position in queue expression set to NOT_SET.  It won't play anything out loud, but the Call.PositionInQueue variable will be updated (if it's been long enough since the value was last updated). 

Hi @Jan Heinonen Doesn't this sound like a bug where it announces the position within the loop but not update the variable?

Can someone please clarify why is there a difference? 

Thanks & Regards

Dhana

Hello,

I did some testing and indeed it doesn't update if it's in a loop like this

If you don't have a loop it works as intended, I'm guessing this is because the variables get reloaded when the script starts from the top again.

To solve the issue the question is if you need the loop or if you can design it in a way that makes it run through complete flow between each message with queue position?

Hello,

I have a need to use Call.PositionInQueue variable without using the standard action Play position in queue. So whenever I use this variable in a loop it never gets decreased but stays as it is. For example, there are 2 calls waiting on the queue and second call Call.PositionInQueue=2 then when first call hangs up, second call Call.PositionInQueue value is still 2 and not updated to be 1 even after sometime. 

So anyone has an idea why this is happening or how to fix it?