Genesys Cloud - Main

Hello,

Kindly is there a method to set attribute value in inbound call flow by a user using data table for example that have a preset defined values that a user can choose from?
For example, I have a data table that contains multiple prompt names that will be used in inbound call flow and need the user to have control to choose only one of those prompts to be played.
#ArchitectureandDesign

------------------------------
Ahmed Zein
IBM World Trade Corporation (Egypt Branch)
------------------------------

This is possible using a data table and a collection to read out the possible responses and have them choose, but you might look at a Dialog Engine Bot with a slot fulfilment using a dynamic slot and a lookup:  Use custom dynamic list slot types in a bot flow - Genesys Cloud Resource Center (mypurecloud.com)

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC fka Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

What is your use case?

For incident announcements for example, we just have a true/false flag in the data table, so a manager or admin can go in to the table and set a value to true, and if it is true, then in the inbound flow it will play.

Or is this for Agent disclosures, well then we have tick boxes the agent can tick and then press a button to send to a secure flow, using the invoke data the secure flow then registers what prompt to play and plays it.

If it is for the customer to select an announcement to hear, then like Robert suggested, using a dynamic slot in a Bot flow might be your best option.

------------------------------
Anton Vroon
------------------------------

Based on information retrieved in Architect flow, you can also use Find User Prompt action to get play a prompt dynamically at runtime but remember total lookup per flow is 100.

------------------------------
Krit Mahaamornlert
Beryl 8 Plus
------------------------------

Hi Robert,

Thanks for the info, will have a look at it. Appreciated.

Hi Anton,

My use case is for admin users; however, doing it by flags in data table won't be attainable as we have almost 100 prompts for the admin to choose from for different cases, for example a queue closure may be due to different holidays /close reason and each holiday /close reason has a different prompt for it. 

Hi Krit,

Yes I will be using the find user prompt action, the issue is to identify the prompt to be played which is different for each holiday / close reason. So I though it could be controlled from the admin side.

------------------------------
Ahmed Zein
IBM - Genesys Consultant
------------------------------

Original Message:
Sent: 02-21-2023 21:56
From: Krit Mahaamornlert
Subject: Setting attribute value by a user

Based on information retrieved in Architect flow, you can also use Find User Prompt action to get play a prompt dynamically at runtime but remember total lookup per flow is 100.

------------------------------
Krit Mahaamornlert
Beryl 8 Plus
------------------------------