Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Change source number when making a transfer to an external number

    Posted 09-03-2020 07:44
    No replies, thread closed.
    Hello guys!
    I have a question and I think you could help me!

    I have in my Park 2 ORGs GenesysCloud (PC2) and (PC3), and I have 1 call center (0800) shared between areas, which we decided to put as root in the ORG (PC3), but within this "0800" we have 5 options for customer choose, and some of these options (areas) are in the other ORG (PC2), to solve the problem palliative, we put a transfer to a number within the FLOW (PC3), to fall into the flow of the other ORG (PC2), but in this format we end up losing the customer number when the agent answers that call!

    Is there any way to manipulate the connection and send the customer number to the other ORG ??

    Or is there another way?

    already researched, and found a way to do it via "set-uui-data-action",
    but I couldn't evolve with the documentation available!

    would you have any example of how to set up this manipulation within Architect?
    #Integrations
    #Routing(ACD/IVR)

    ------------------------------
    Gabriel Galbieri
    Brasil Foods
    BRF SA
    - Curitiba
    ------------------------------


  • 2.  RE: Change source number when making a transfer to an external number

    Posted 09-03-2020 14:04
    No replies, thread closed.
    Take a look at this other thread for some info on how to set up the UUI encoding

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=a99347e9-a51f-4654-b987-469290d6188a&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bma99347e9-a51f-4654-b987-469290d6188a

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Change source number when making a transfer to an external number

    Posted 09-03-2020 14:13
    No replies, thread closed.
    Hi!

    Thinking about simplicity, UUI Data would be a way to transfer ANI between the two organizations. The Set UUI Data block is used on transmitting side. On the receiving side it will be necessary to use an Update Data block, filling in a variable that will have the ANI with the value of Call.UUIData, or with a Substring (Call.UUIData, X, Y) if you transfer other information on the UUI.

    But you will see that with a more intensive use of the platform, it will be necessary to have more data traffic between the two Orgs, so a customization / integration with a third system and only with the passing of an ID identifying the interaction becomes my recommendation.

    ------------------------------
    Alexandre Souza
    Information Systems do Brasil S/A
    ------------------------------

    Original Message


Related Content