Genesys Cloud - Main

I have a use care where agents place internal calls on behalf of queue to an internal phone number (that exists in Genesys). We are finding that for these calls, the agent placing the call it not being presented with the script assigned to the queue that they are calling on behalf of, and the agent that receives the inbound call is not being presented with the script configured in the associated call flow. For both the initiating and receiving agents, the script panel is empty. Is this working as designed? Are there any workarounds to get the script to display?

Hello Emily, 

I want to make sure I am understanding the current behavior you're experiencing. Scripts are not displaying for either the initiating or receiving agents during calls. If I missed anything please let me know. 

This is likely related to how script triggering is designed to work with standard call flows. Scripts are typically designed to display information based on campaign contact list data, queue-specific configurations and standard inbound call flows. 

If the behavior above is correct then yes its working as designed even though its not the desired behavior. I don't think script presentation in internal call scenarios are explicitly supported in the same. 

I can think of a couple potential work arounds. First one being flow modification. Setting up a specific internal queue with its own call flow then route internal call through this queue might help with proper script triggering. 

The second idea is script configuration. It might help to create a separate script specifically for internal routing scenarios. Also using the Scripter.Queue ID instead of the Scripter.QueueName for more reliable script triggering. It might also help to configure the script to load independently of the standard queue based triggers. 

These are just a few ideas that might help you. 

Cheers, 

I have a use care where agents place internal calls on behalf of queue to an internal phone number (that exists in Genesys). We are finding that for these calls, the agent placing the call it not being presented with the script assigned to the queue that they are calling on behalf of, and the agent that receives the inbound call is not being presented with the script configured in the associated call flow. For both the initiating and receiving agents, the script panel is empty. Is this working as designed? Are there any workarounds to get the script to display?

Hi Cameron

You are correct - neither initiating nor receiving agents are getting the scripts. Both the initiating and receiving queues are also used for external call purposes, and for the receiving end, all calls - internal & external - need to come into the same queue, flow, and call route. For the external calls - outbound for the initiating agents and inbound for the receiving agents - the scripts do appear as expected. I appreciate the suggestions and will have to see if I can figure out a way to make this work. Thanks

Hello Emily, 

I want to make sure I am understanding the current behavior you're experiencing. Scripts are not displaying for either the initiating or receiving agents during calls. If I missed anything please let me know. 

This is likely related to how script triggering is designed to work with standard call flows. Scripts are typically designed to display information based on campaign contact list data, queue-specific configurations and standard inbound call flows. 

If the behavior above is correct then yes its working as designed even though its not the desired behavior. I don't think script presentation in internal call scenarios are explicitly supported in the same. 

I can think of a couple potential work arounds. First one being flow modification. Setting up a specific internal queue with its own call flow then route internal call through this queue might help with proper script triggering. 

The second idea is script configuration. It might help to create a separate script specifically for internal routing scenarios. Also using the Scripter.Queue ID instead of the Scripter.QueueName for more reliable script triggering. It might also help to configure the script to load independently of the standard queue based triggers. 

These are just a few ideas that might help you. 

Cheers, 

I have a use care where agents place internal calls on behalf of queue to an internal phone number (that exists in Genesys). We are finding that for these calls, the agent placing the call it not being presented with the script assigned to the queue that they are calling on behalf of, and the agent that receives the inbound call is not being presented with the script configured in the associated call flow. For both the initiating and receiving agents, the script panel is empty. Is this working as designed? Are there any workarounds to get the script to display?

Hi @Emily Kammerer - Did you find any way around it as we are also facing the same behavior. 

Scenario : Agent A (Dialing Agent) making call on behalf of queue to a DID which has a flow pointed to it which further transfers call to a queue. In this scenario both Agent A (Dialing Agent) and Agent B (Receiving Agent) doesn't see the script. 

Hi Cameron

You are correct - neither initiating nor receiving agents are getting the scripts. Both the initiating and receiving queues are also used for external call purposes, and for the receiving end, all calls - internal & external - need to come into the same queue, flow, and call route. For the external calls - outbound for the initiating agents and inbound for the receiving agents - the scripts do appear as expected. I appreciate the suggestions and will have to see if I can figure out a way to make this work. Thanks

Hello Emily, 

I want to make sure I am understanding the current behavior you're experiencing. Scripts are not displaying for either the initiating or receiving agents during calls. If I missed anything please let me know. 

This is likely related to how script triggering is designed to work with standard call flows. Scripts are typically designed to display information based on campaign contact list data, queue-specific configurations and standard inbound call flows. 

If the behavior above is correct then yes its working as designed even though its not the desired behavior. I don't think script presentation in internal call scenarios are explicitly supported in the same. 

I can think of a couple potential work arounds. First one being flow modification. Setting up a specific internal queue with its own call flow then route internal call through this queue might help with proper script triggering. 

The second idea is script configuration. It might help to create a separate script specifically for internal routing scenarios. Also using the Scripter.Queue ID instead of the Scripter.QueueName for more reliable script triggering. It might also help to configure the script to load independently of the standard queue based triggers. 

These are just a few ideas that might help you. 

Cheers, 

I have a use care where agents place internal calls on behalf of queue to an internal phone number (that exists in Genesys). We are finding that for these calls, the agent placing the call it not being presented with the script assigned to the queue that they are calling on behalf of, and the agent that receives the inbound call is not being presented with the script configured in the associated call flow. For both the initiating and receiving agents, the script panel is empty. Is this working as designed? Are there any workarounds to get the script to display?