Genesys Cloud - Main

I am trying to do something I thought was simple enough.  I am implementing a call flow that requires MFA.  If you are allowed to call, we send out an SMS text to the mobile number that is stored in our systems.  You can then enter the passcode that was sent to you and if successful, you can pass through to the specific queue.  

What I am trying to do is present this in the Participant Data.  Something like "Validated" and populated with "Validated" or "Not Validated".  Everything works except updating the Participant Data.  Any assistance in this would be greatly appreciated.

#ArchitectureandDesign

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John Anaya
Amdocs Management Limited
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Hi John,
When you say "Present this in the Participant Data", do you mean to the agent? If so, that's not what Participant Data is used for / how it works. What you need to do is to define a variable in your Script (which you feed into the component that is displaying the data) and mark it as "Input". Then, in your flow you use a "Set Screen Pop" operation to define the Script and you will be asked to provide the value for that variable.
Participant Data is used to transfer data between flows (say from Inbound Call, to In Queue) and to display when you look at the interaction details from the dashboards.
HTH

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Paul Simpson
Eventus Solutions Group
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By MFA will this be provided by an external source or will it be a data table lookup?  if its an external source then it will need to be a data action that calls a web service.  For a data table it would be a fairly simple if it exists go here if not go here 

Andy

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Andy Jackson
Ten Lifestyle Management Limited
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John,

When you say that the "Everything works except updating the Participant Data", what does that mean exactly?  Is the "Set Participant Data" block failing?  Is the data not being attached as participant data (viewable in Performance->Workspace->Interactions, in the "Details" tab of an interaction you'll see participant data at the bottom)?  Or are you not able to display that data to the agent?  

I think if you can clarify what exact is not working then we can probably better answer your question.

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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this is correct.  i have configured the Set Participant Data to update, but in the Interaction details, there is no details about what I am updating.  I have in the call flow to Set Participant Data to OTP_Verified, but this field is not showing in the Interaction Details.

The other items about what information I am passing to ServiceNow, is unknown.  This was setup by Genesys PS.  I don't see anything in Scripts that would show this is how we are sending data from Genesys to ServiceNow.  I am trying to figure out how this was configured.  

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John Anaya
Amdocs Management Limited
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Original Message:
Sent: 04-11-2023 11:36
From: Jim Crespino
Subject: Setting Participant Data

John,

When you say that the "Everything works except updating the Participant Data", what does that mean exactly?  Is the "Set Participant Data" block failing?  Is the data not being attached as participant data (viewable in Performance->Workspace->Interactions, in the "Details" tab of an interaction you'll see participant data at the bottom)?  Or are you not able to display that data to the agent?  

I think if you can clarify what exact is not working then we can probably better answer your question.

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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The data into scripts is counter intuitive, you have to set the data you want to collect in the script first so "OTP_Verified" and then you can define that in the flow under screen pop (it will show after adding it to the script and publishing) as the variable or however you send it

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Andy Jackson
Ten Lifestyle Management Limited
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Original Message:
Sent: 04-11-2023 12:11
From: John Anaya
Subject: Setting Participant Data

this is correct.  i have configured the Set Participant Data to update, but in the Interaction details, there is no details about what I am updating.  I have in the call flow to Set Participant Data to OTP_Verified, but this field is not showing in the Interaction Details.

The other items about what information I am passing to ServiceNow, is unknown.  This was setup by Genesys PS.  I don't see anything in Scripts that would show this is how we are sending data from Genesys to ServiceNow.  I am trying to figure out how this was configured.  

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John Anaya
Amdocs Management Limited
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Original Message:
Sent: 04-11-2023 11:36
From: Jim Crespino
Subject: Setting Participant Data

John,

When you say that the "Everything works except updating the Participant Data", what does that mean exactly?  Is the "Set Participant Data" block failing?  Is the data not being attached as participant data (viewable in Performance->Workspace->Interactions, in the "Details" tab of an interaction you'll see participant data at the bottom)?  Or are you not able to display that data to the agent?  

I think if you can clarify what exact is not working then we can probably better answer your question.

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Hello, 
Does the play audio (block 220) work, do you hear the audio ? what about the outcomes, is it success ? could you copy paste the interaction json ? 

If you're using GC Standard UI, you don't really need to use screenPop block if you directly set script on queue configuration (voice panel), and in script just define a variable Validated as input and display it in the script with {{Validated}} as below:

Here's the result:


and voilà


Other option, if you're using GC4SF, just configure the package by adding Participant.Validated in call detail
https://help.mypurecloud.com/articles/customize-interaction-details/

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Gurwan Duplenne
Genesys - Employees
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Original Message:
Sent: 04-11-2023 12:11
From: John Anaya
Subject: Setting Participant Data

this is correct.  i have configured the Set Participant Data to update, but in the Interaction details, there is no details about what I am updating.  I have in the call flow to Set Participant Data to OTP_Verified, but this field is not showing in the Interaction Details.

The other items about what information I am passing to ServiceNow, is unknown.  This was setup by Genesys PS.  I don't see anything in Scripts that would show this is how we are sending data from Genesys to ServiceNow.  I am trying to figure out how this was configured.  

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John Anaya
Amdocs Management Limited
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Original Message:
Sent: 04-11-2023 11:36
From: Jim Crespino
Subject: Setting Participant Data

John,

When you say that the "Everything works except updating the Participant Data", what does that mean exactly?  Is the "Set Participant Data" block failing?  Is the data not being attached as participant data (viewable in Performance->Workspace->Interactions, in the "Details" tab of an interaction you'll see participant data at the bottom)?  Or are you not able to display that data to the agent?  

I think if you can clarify what exact is not working then we can probably better answer your question.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Is "OTP_Validated" a literal that you are setting or is this meant to be a variable? 
I believe it won't set the Participant Data if using a variable, if variable is NULL. 

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James Dunn
Pitney Bowes Inc.
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I want to thank everyone for taking the time to look at this and offer up advice and solutions.  As someone that has worked in the Telephony world for over 30 years, it never ceases to amaze me how quick our fellow colleagues are to help out.

Looking at everything from above:

@Gurwan Duplenne  - yes. the audio files does play so I knew it was successful.
@Andy Jackson - I discovered we don't use scripts for screen-pops.  Our vendor uses the Participant Data to populate the CRM package with the Genesys Connector.  We don't pass much, but what we do, they collect from there
@Jim Crespino - Thanks for the assist today.

I wish I could say that it was some super technical piece I was missing, as my knowlege on Call Flows is all OJT.  Put a Set Participant Data at the start of the Common Module.  Validated = NotValidated, Published (and re-Published) the Inbound Call Flow, and it started working. Absolutely no reason to why this needed to be completed for it to start working.  Makes absolutely no sense, and then I deleted that and it still works.

So no other explanation than Gremlins, but a great exercise in showing just how this Community helps each other when there are issues that just don't make sense.

Below is a snipped of what I was trying to collect.  Not brain surgery so that is why I was pulling my hair out.  But it is working now and thanks for all the comments and support.

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John Anaya
Amdocs Management Limited
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Original Message:
Sent: 04-12-2023 04:33
From: James Dunn
Subject: Setting Participant Data

Is "OTP_Validated" a literal that you are setting or is this meant to be a variable? 
I believe it won't set the Participant Data if using a variable, if variable is NULL. 

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James Dunn
Pitney Bowes Inc.
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