chipsharpdotcom | 2023-05-23 18:37:55 UTC | #1
I'm trying to create a call script that will dynamically show/hide/load a page based on the call direction. Is there some scripter variable that I'm missing that will determine call direction or am I stuck creating a data action to pull it from the API on load?
--C#
chipsharpdotcom | 2023-05-30 13:03:06 UTC | #2
pinging this back to the top of list
tim.smith | 2023-05-30 21:23:42 UTC | #3
The list of https://help.mypurecloud.com/articles/built-in-script-variables/ doesn't have one for direction, but there may be ways you can infer it based on how your contact center is set up. If you have separate queues for inbound/outbound, the queue is available as a variable. You could also set a custom attribute in your Architect flow and use that attr as an input var to the script to check for its presence. But if none of the built-in options can sufficiently help you infer the direction, a data action or embedded web page with some JS to make API calls is your best bet.
chipsharpdotcom | 2023-05-31 12:26:32 UTC | #4
In this instance these are IB agents making OB calls on behalf of the queue. For reasons I can probably only attribute to alcohol and/or lack of development skills, I didn't think to set a variable in the call flow to shout out the call direction. I was looking at the extremely simple, or the ornately complicated and failed to look at something in between.
Thanks for the help Tim, as always!
--C#
system | 2023-07-01 12:27:04 UTC | #5
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