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  • 1.  Set participant data from a script

    Posted 09-05-2018 14:16
    No replies, thread closed.
    Does anyone know if it's possible to set participant data from a script? 

    Scenario: Call coordinator receives call from customer.  Call must then be transferred into a queue with a skill requirement set by the coordinator based on the conversation with the caller.  Can the info needed in the call flow be generated from the script, preferably from an action button?

    Thanks

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    Bob Shappell
    Automated Voice & Data Solutions
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  • 2.  RE: Set participant data from a script

    Posted 09-06-2018 15:32
    No replies, thread closed.

    Hey Bob! - I give credit to RJ Smith in Genesys PS for pointing me at this one earlier this week. Set the Output attribute to Yes:

    Script input and output variables - PureCloud Resource Center

    We're looking at it for historic purposes to report on data from Scripts. YMMV doing it in real time - haven't tried that.

    thx, Rick



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    Rick McGlinchey
    Co-Founder, PureInsights
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  • 3.  RE: Set participant data from a script

    Posted 09-07-2018 13:51
    No replies, thread closed.
    While we're sharing :), wanted to note this reply from Melissa Bailey:

    https://community.genesys.com/communities/community-home/digestviewer/viewthread?MessageKey=d392b669-157e-42cd-b13c-e83cafcf8ca7

    Contains some nuance on how conversation attributes added to different participants are accessible (or not) in different flows, scripts, in-queue flows, etc. The participants written-to and read-by flows and scripts are discussed, along with a tip for controlling which participant is used.

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    R. J. Smith
    Genesys - Employees
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    Original Message


  • 4.  RE: Set participant data from a script

    Posted 09-11-2018 16:02
    No replies, thread closed.
    Adding on...I'm not positive, but I think you may have to transfer the call to a number which would dump it into a Flow, since you can't set the Skill using a variable in the script. Instead, set a String variable in the Script and in the Flow use a ToSkill() operation to add it to the call in a Call Flow before transfer to queue.

    You'll have to use the instructions at https://help.mypurecloud.com/articles/convert-string-value-typed-value/ to create a parallel array to get the skill, since ToSkill doesn't accept a String as input.

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    George Ganahl
    Principal Program Manager
    Genesys
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