J_Lee | 2021-04-14 15:20:26 UTC | #1
I built a small data action that will post to a slack channel. Is there a way in the In-Queue Call Flow to execute that data action after x seconds of hold time?
Right now that In-Queue Call Flow plays hold audio for 2 2.5 minute segments, 5 minutes total. I don't see how I can do something where after 30 seconds for instance, it would fire this data action. I see where I can execute it in the flow but not after a period of time.
If doing it in an In-Queue Call Flow isn't the right way, please let me know an alternative.
Thanks
Jerome.Saint-Marc | 2021-04-21 17:20:29 UTC | #2
Hello,
This is not something I have implemented/tried. But here's an idea.
You could create a custom In-Queue flow (via Architect) and link it to your Queue(s).
In this In-Queue flow, you could use a "Hold Music" block, setting Play Style to "Play for duration". If you use Literal for the value, you can only select by minutes. But if you use Expression, you can create a duration with MakeDuration(0,0,0,x,0) [x being the number of seconds you want - ex: 30). I haven't tried this with a MakeDuration of less than a minute (I mean seconds). But it is possibly working as well.
Then, you can make your Data Action request. (There will be silence while the Data Action is performed - few hundred ms I assume).
Then you can put another "Hold Music" block, setting Play Style to "Play Prompt". Again something I have not tried myself, but I think the music will resume where it was interrupted. If it doesn't work like this with "Play Prompt", try with "Play for duration" again.
Regards,
J_Lee | 2021-04-23 19:24:54 UTC | #3
thanks I will test that out. It seems like it would be great to allow rules for firing events when people are on hold. This workaround if it works will do for now.
Jerome.Saint-Marc | 2021-04-26 06:24:01 UTC | #4
Hello,
I would suggest to request a new feature and share your use case at https://genesyscloud.ideas.aha.io/ This will put more visibility on this request and allow Product Management to track and to prioritize it.
Regards,
J_Lee | 2021-05-26 18:42:17 UTC | #5
This worked, I forgot to come back and reply. I cut my hold music into segments and when one bit is over, it fires and in this case it posts a message to slack. It shows how many callers are in queue and what caller triggered the event.
The In Queue calls this action, passes in some variable data
system | 2021-06-26 18:54:36 UTC | #6
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 10633