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Context:  Our health system has 11 different sites for Urgent Cares.

We are working on have one queue for Nursing and lab results for all the sites.

the main Access Assoc. (AA) will take main line calls and transfer to this queue.

All simple enough. 

For reasons, if nurse is unavailable for this queue (I have a data action looking for this) - the logic in flow would be to route to a hunt group specific to one of the 11 locations.

How / what variable can I take once interaction is already answered to know what # to transfer to, when Genesys side is only ever calling 1 number?

anything in script I can use to send into nurse queue flow in architect to use? not exactly sure is this would really work with only 1 # for all locations.

Can a Variable Pass from Script into Call Flow?

Would like to see if anyone has any ideas maybe. Thank you.

#Scripts

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Aaron Montanari
Rochester Regional Health
Operations Performance Analyst Senior
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Hi,

In your landing flow (AA) you can write attributes using Set Participant Data after the option is selected so you can identify the Location/Destination. When the agent transfers the call to Nurse Flow use the Get Participant Data to retrieve the same attribute then use the switch block for correct destination routing.

You can also write attributes via Patch API (/api/v2/conversations/calls/{conversationId}/participants/{participantId}/attributes) in Script i.e. Create the Data Action and execute it with Script Button Click.