Genesys Cloud - Main

Hi Team , 

We have a requirement of turning on and off a call flow by dialing a DID number. My initial thought was creating a data table with a Boolean logic and if value is true go to on and if value is False go to the off. I can add this data table reference to our existing call flow. 

My question is , Is there a way of update the data table value through another call flow. 

Use case is : Call center admins should be able to dial a number , and the call needs to play the current value and then give an option to set the value using DTMF(press 1 to set the value true or press 2 set the value false) . 

Much appreciate if someone can provide a sample to do this. 

Thanks , 

TP 

#ArchitectureandDesign
#Routing(ACD/IVR)

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Tharindu Perera
The Vanguard Group, Inc.
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Hi Tharindu

After you collect the input from caller using Collect Input or Menu, you can update the data table row by using a Data Action with following API. 

PUT /api/v2/flows/datatables/{datatableId}/rows/{rowId}

As this is not PATCH endpoint, you will need to supply all the values in Request Body to update a row

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Cheers
Zubair
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Hi Tharindu,

in addition to Muhammads response: Please consider to build in an logic that checks for the callers ANI. Or else everyone who knows the number (or hits it due to a typing error) could cause trouble. Because a ANI can be faked I suggest to use "collect input" to collect a PIN. In addition I write a protocoll into a data table, who (depending on the ANI) has made changes to the status of the call flow.

Best regards
Christoph

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Christoph Domaschke
CRONBANK AG
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Hi Tharindu,

If you "just" want to have a ON/OFF switch, I would suggest to use an emergency group. If it is not already used, you can define the ON/OFF behaviour in the call routing. Otherwise, you need to add a box "evaluate schedule group" in the flow. Reading and changing the state of the emergency group will require two data actions to host the necessary API calls.

Working with data tables is of course also an option. I prefer the emergency groups because of the visibility of the object and the manual activation process (in the Genesys UI) is faster than editing a row in a data table.

With kind regards,

Erik

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Erik Hanssens
NTT Belgium NV/SA
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Hi Erik, 

Thanks for your comment, Yes we are using Emergency group at the moment. But we need to have access to the Genesys admin to turn off and turn on. But our business requirement is bit different. They want to turn off and on without accessing laptop. e.g if we have an emergency like fire , they have to leave laptops and leave the building. Then they want an option to trigger contact center on off method by dialing a number from a mobile phone. That why I was looking for an option to refer a data table and change the data table key through another call flow. 

Thanks, 

Tharindu 

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Tharindu Perera
The Vanguard Group, Inc.
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Original Message:
Sent: 07-18-2024 03:13
From: Erik Hanssens
Subject: Update data table through Call flow using callers input (DTMF)

Hi Tharindu,

If you "just" want to have a ON/OFF switch, I would suggest to use an emergency group. If it is not already used, you can define the ON/OFF behaviour in the call routing. Otherwise, you need to add a box "evaluate schedule group" in the flow. Reading and changing the state of the emergency group will require two data actions to host the necessary API calls.

Working with data tables is of course also an option. I prefer the emergency groups because of the visibility of the object and the manual activation process (in the Genesys UI) is faster than editing a row in a data table.

With kind regards,

Erik

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Erik Hanssens
NTT Belgium NV/SA
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Hi Tharindu,

I did the same application but I was mixing the technologies. In Engage, it was easy to switch a statistical day by using the SDK. Activating an emergency group by API calls is more complex than adding a row in a data table. From an helicopter view, the emergency group was more in line with the requirement but it is too complex to implement.

With kind regards,

Erik

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Erik Hanssens
NTT Belgium NV/SA
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Original Message:
Sent: 07-22-2024 20:47
From: Tharindu Perera
Subject: Update data table through Call flow using callers input (DTMF)

Hi Erik, 

Thanks for your comment, Yes we are using Emergency group at the moment. But we need to have access to the Genesys admin to turn off and turn on. But our business requirement is bit different. They want to turn off and on without accessing laptop. e.g if we have an emergency like fire , they have to leave laptops and leave the building. Then they want an option to trigger contact center on off method by dialing a number from a mobile phone. That why I was looking for an option to refer a data table and change the data table key through another call flow. 

Thanks, 

Tharindu 

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Tharindu Perera
The Vanguard Group, Inc.
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Original Message:
Sent: 07-18-2024 03:13
From: Erik Hanssens
Subject: Update data table through Call flow using callers input (DTMF)

Hi Tharindu,

If you "just" want to have a ON/OFF switch, I would suggest to use an emergency group. If it is not already used, you can define the ON/OFF behaviour in the call routing. Otherwise, you need to add a box "evaluate schedule group" in the flow. Reading and changing the state of the emergency group will require two data actions to host the necessary API calls.

Working with data tables is of course also an option. I prefer the emergency groups because of the visibility of the object and the manual activation process (in the Genesys UI) is faster than editing a row in a data table.

With kind regards,

Erik

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Erik Hanssens
NTT Belgium NV/SA

Hi Tharindu,

This can be achieved. You need to create a data table with a Boolean field lets say OnCall along with other details what you need in your data table like name, phone etc. 

Now in your call flow after the initial task or greeting you can create a menu to select from the below choice. In the Submenu you can create tasks for Check OnCall and Update Oncall. In Check OnCall you can check who would be the OnCall person based on the True/False set in the data table.

In the Update OnCall you can update your data table based on the input given.

Now in your CheckOnCall Task, you can call your data Table and put a decision to check who is call based on the True/False value set for the OnCall field in the data Table and you can play it as a prompt.

Now when you want to update the OnCall list from the data table, you can make a decision to check the OnCall and then use an update data based on the row you want to update in the data table to be the OnCall.You will need to create a custom data action using /api/v2/flows/datatables/${input.DataTableId}/rows/${input.Id} inorder to update the OnCall.

PS: Recommend to set a pin and based on the pin you should update the Oncall so that the users having only the right PIN can update the details.

Please let me know in case its not clear to you.

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Siddhartha Chopdar
Sabre GLBL Inc
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