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  • 1.  Script variables show dialer.* namespace on Callback from Progressive Dialer campaign

    Posted 7 days ago

    Hello,

    I'm facing an issue with script variable namespaces in an Outbound Progressive Dialer campaign and hoping someone can point me in the right direction.

    Setup:
    - Outbound Progressive Dialer campaign
    - Script assigned in campaign configuration
    - Script uses {{outbound.CUSTOMERFULLNAME}}, {{outbound.CUSTOMERID}}, {{outbound.CAMPAIGNKEY}} etc.
    - Queue: in-queue flow and a default script assigned

    Problem:
    When an agent receives a direct outbound call, the script works perfectly - all `outbound.*` variables populate correctly.

    However, when the agent schedules a Callback during the interaction, and that callback is later delivered to an agent, the script variables show as `dialer.*` instead of `outbound.*`. The fields appear empty because the script is bound to `outbound.*` namespace.

    I can confirm this from the browser console which logs:
    `scripter-ui--root: Found unknown bindings { "detail": "dialer.CAMPAIGNTYPE" }`

    What I've tried:
    1. Created a separate script with `dialer.*` variables - Scripter reverts them back to `outbound.*` automatically on save.
    2. Added a **Set Participant Data** block in the Outbound Architect Flow (before Transfer to ACD) to map `outbound.X = dialer.X` - did not resolve the issue, likely because the Callback interaction does not pass through the Outbound Flow.
    3. Checked the In-queue Flow - it only handles queue wait logic (hold music, play audio, disconnect) and is not related to callback delivery.

    Question:
    What is the correct way to ensure that `outbound.*` script variables are populated when a Callback interaction is delivered to an agent from a Progressive Dialer campaign?

    Is there a recommended approach using:
    - A dedicated Callback Flow in Architect?
    - A Data Action within the script to fetch conversation attributes via API?
    - Some other configuration I'm missing?

    Any guidance would be greatly appreciated. Thanks in advance!


    #Outbound

    ------------------------------
    Beka
    ------------------------------


  • 2.  RE: Script variables show dialer.* namespace on Callback from Progressive Dialer campaign
    Best Answer

    Posted 7 days ago

    Hello Beka,

    I think that fetching the attributes via API calls is the recommend path forward. I would highly recommend taking a look at this writeup from the Genesys Cloud Developer Center.

    For your scripts, you will want to enable enable data actions as well.

    From https://help.genesys.cloud/articles/allow-script-use-external-data/

    • Scripter > Script > View

    The following permissions are required to use a script with data actions

    • Integrations > Action > View, Execute

    Related Permissions

    Script designers need View and Execute permissions. To add a data action to a script, designers don't need Add, Delete, and Edit permissions. Those permissions are only required if the designer needs to add, edit, or delete a data action integration. See .

    Enabling a script's Data Actions property allows it to use external data actions. Data actions are disabled by default.

    1. Click Menu > Digital and Telephony > Interactions Assets > Scripts.
    2. Click a script's name to open it in the editor.
    3. Click  Script > Script Properties.
    4. Click the Data Actions property group.
    5. Set the switch to its Enabled position.

    Hopefully someone else from the community can share some insights as to their approach on this below.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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