Genesys Cloud - Main

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I am making progress, slowly but surely, I want to put this out there in case what I am doing is going down the wrong path.

Example data integration return value:

"Imp__r.ProductA__c": 2,
"Imp__r.ProductB__c": 1,
"Impl__r.ProductC__c": 3,

I assign each one of those to a flow variable:

Flow.ProductA - Flow.ProductC

I have an Update Data function that adds each item to a string collection set list (seems dirty):

Variable Name - Flow.PhoneTreeItemsString

Expression:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to add null/0 checks to the items above to ensure they have a value before trying to add them.

Right now I am ToAudioTTS ToString(Flow.PhoneTreeItemsString) to test if when I reorder the variables, they reorder in the collection set and it is working.

The next bit I need to figure out is how to parse through that Flow.PhoneTreeItemsString collection and build out the dynamic audio prompts.  It sill go something like this (for the values above):

Prompt(welcome audio, PhoneTreeItemsString[0], (press 1), PhoneTreeItemsString[1], (press 2), PhoneTreeItemsString[2], (press 3))

Welcome, For ProductB press 1, For ProductA press2, For ProductC press 3.

I will go fetch the recorded clips of "Welcome", "For ProductB" and "press n" based on name values if I am reading the documentation right.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I am making progress, slowly but surely, I want to put this out there in case what I am doing is going down the wrong path.

Example data integration return value:

"Imp__r.ProductA__c": 2,
"Imp__r.ProductB__c": 1,
"Impl__r.ProductC__c": 3,

I assign each one of those to a flow variable:

Flow.ProductA - Flow.ProductC

I have an Update Data function that adds each item to a string collection set list (seems dirty):

Variable Name - Flow.PhoneTreeItemsString

Expression:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to add null/0 checks to the items above to ensure they have a value before trying to add them.

Right now I am ToAudioTTS ToString(Flow.PhoneTreeItemsString) to test if when I reorder the variables, they reorder in the collection set and it is working.

The next bit I need to figure out is how to parse through that Flow.PhoneTreeItemsString collection and build out the dynamic audio prompts.  It sill go something like this (for the values above):

Prompt(welcome audio, PhoneTreeItemsString[0], (press 1), PhoneTreeItemsString[1], (press 2), PhoneTreeItemsString[2], (press 3))

Welcome, For ProductB press 1, For ProductA press2, For ProductC press 3.

I will go fetch the recorded clips of "Welcome", "For ProductB" and "press n" based on name values if I am reading the documentation right.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I am stuck.  I have figured out how to loop through my collection and find a userPrompt each time that finds something like this:

FindUserPrompt("Press" + toString(Task.treeLoop + 1))

What I don't understand is how to build a dynamic menu based on the loop.

Essentially I want to have a welcome greeting then

Loop:

Add first item in my collection followed by press 1 (based on the number of the loop, then silence for 500ms) (allow for press 1 to take you to exit out)

Add second item in my collection followed by press 2 (based on the number of the loop, then silence for 500ms)

Add third item in my collection followed by press 3 (based on the number of the loop, then silence for 500ms)

All of the above, I would look up the user prompts by name, example

FindUserPrompt(Flow.PhoneTreeItemsString), FindUserPrompt("Press" + toString(Task.treeLoop + 1)), 500ms blank audio
Repeat until the loop is done, which loops for every item in Flow.PhoneTreeItemsString

When done the built up prompt would play:

Welcome to my company, for product b press 1, for product a press 2, for product c press 3

I feel like I am close, I am just struggling to figure out how to build out the menu tree.

I was messing with something like this but couldn't figure it out.  I am going to keep trying:

AudioPlaybackOptions(Append(FindUserPrompt("Press" + toString(Task.treeLoop + 1)), ToAudioBlank(500)), true)

I am making progress, slowly but surely, I want to put this out there in case what I am doing is going down the wrong path.

Example data integration return value:

"Imp__r.ProductA__c": 2,
"Imp__r.ProductB__c": 1,
"Impl__r.ProductC__c": 3,

I assign each one of those to a flow variable:

Flow.ProductA - Flow.ProductC

I have an Update Data function that adds each item to a string collection set list (seems dirty):

Variable Name - Flow.PhoneTreeItemsString

Expression:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to add null/0 checks to the items above to ensure they have a value before trying to add them.

Right now I am ToAudioTTS ToString(Flow.PhoneTreeItemsString) to test if when I reorder the variables, they reorder in the collection set and it is working.

The next bit I need to figure out is how to parse through that Flow.PhoneTreeItemsString collection and build out the dynamic audio prompts.  It sill go something like this (for the values above):

Prompt(welcome audio, PhoneTreeItemsString[0], (press 1), PhoneTreeItemsString[1], (press 2), PhoneTreeItemsString[2], (press 3))

Welcome, For ProductB press 1, For ProductA press2, For ProductC press 3.

I will go fetch the recorded clips of "Welcome", "For ProductB" and "press n" based on name values if I am reading the documentation right.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

I am stuck.  I have figured out how to loop through my collection and find a userPrompt each time that finds something like this:

FindUserPrompt("Press" + toString(Task.treeLoop + 1))

What I don't understand is how to build a dynamic menu based on the loop.

Essentially I want to have a welcome greeting then

Loop:

Add first item in my collection followed by press 1 (based on the number of the loop, then silence for 500ms) (allow for press 1 to take you to exit out)

Add second item in my collection followed by press 2 (based on the number of the loop, then silence for 500ms)

Add third item in my collection followed by press 3 (based on the number of the loop, then silence for 500ms)

All of the above, I would look up the user prompts by name, example

FindUserPrompt(Flow.PhoneTreeItemsString), FindUserPrompt("Press" + toString(Task.treeLoop + 1)), 500ms blank audio
Repeat until the loop is done, which loops for every item in Flow.PhoneTreeItemsString

When done the built up prompt would play:

Welcome to my company, for product b press 1, for product a press 2, for product c press 3

I feel like I am close, I am just struggling to figure out how to build out the menu tree.

I was messing with something like this but couldn't figure it out.  I am going to keep trying:

AudioPlaybackOptions(Append(FindUserPrompt("Press" + toString(Task.treeLoop + 1)), ToAudioBlank(500)), true)

I am making progress, slowly but surely, I want to put this out there in case what I am doing is going down the wrong path.

Example data integration return value:

"Imp__r.ProductA__c": 2,
"Imp__r.ProductB__c": 1,
"Impl__r.ProductC__c": 3,

I assign each one of those to a flow variable:

Flow.ProductA - Flow.ProductC

I have an Update Data function that adds each item to a string collection set list (seems dirty):

Variable Name - Flow.PhoneTreeItemsString

Expression:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to add null/0 checks to the items above to ensure they have a value before trying to add them.

Right now I am ToAudioTTS ToString(Flow.PhoneTreeItemsString) to test if when I reorder the variables, they reorder in the collection set and it is working.

The next bit I need to figure out is how to parse through that Flow.PhoneTreeItemsString collection and build out the dynamic audio prompts.  It sill go something like this (for the values above):

Prompt(welcome audio, PhoneTreeItemsString[0], (press 1), PhoneTreeItemsString[1], (press 2), PhoneTreeItemsString[2], (press 3))

Welcome, For ProductB press 1, For ProductA press2, For ProductC press 3.

I will go fetch the recorded clips of "Welcome", "For ProductB" and "press n" based on name values if I am reading the documentation right.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.

Mario thanks for your help today, I am making progress.  One (more) thing I am struggling with is ensuring I am checking that a parameter has a value before I add it to collection. 

How do I do an update data process that first checks if the variable has a value, if it does, then add a string to the value position:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to check each Flow.Productx has a value first.  

I must not be good at reading the documentation around all of this I thought it would be simpler to do something like

If(ISSet(Flow.ProductA),AddItemAt(Flow.Items, ToInt(Flow.ProductA)-1, "ProdA"), <do nothing>)

I am stuck.  I have figured out how to loop through my collection and find a userPrompt each time that finds something like this:

FindUserPrompt("Press" + toString(Task.treeLoop + 1))

What I don't understand is how to build a dynamic menu based on the loop.

Essentially I want to have a welcome greeting then

Loop:

Add first item in my collection followed by press 1 (based on the number of the loop, then silence for 500ms) (allow for press 1 to take you to exit out)

Add second item in my collection followed by press 2 (based on the number of the loop, then silence for 500ms)

Add third item in my collection followed by press 3 (based on the number of the loop, then silence for 500ms)

All of the above, I would look up the user prompts by name, example

FindUserPrompt(Flow.PhoneTreeItemsString), FindUserPrompt("Press" + toString(Task.treeLoop + 1)), 500ms blank audio
Repeat until the loop is done, which loops for every item in Flow.PhoneTreeItemsString

When done the built up prompt would play:

Welcome to my company, for product b press 1, for product a press 2, for product c press 3

I feel like I am close, I am just struggling to figure out how to build out the menu tree.

I was messing with something like this but couldn't figure it out.  I am going to keep trying:

AudioPlaybackOptions(Append(FindUserPrompt("Press" + toString(Task.treeLoop + 1)), ToAudioBlank(500)), true)

I am making progress, slowly but surely, I want to put this out there in case what I am doing is going down the wrong path.

Example data integration return value:

"Imp__r.ProductA__c": 2,
"Imp__r.ProductB__c": 1,
"Impl__r.ProductC__c": 3,

I assign each one of those to a flow variable:

Flow.ProductA - Flow.ProductC

I have an Update Data function that adds each item to a string collection set list (seems dirty):

Variable Name - Flow.PhoneTreeItemsString

Expression:

AddItemAt(AddItemAt(AddItemAt(MakeEmptyList(ToString(NOT_SET)),
ToInt(Flow.ProductA )-1, "ProdA"),
ToInt(Flow.ProductB )-1, "ProdB"),
ToInt(Flow.ProductC )-1, "ProdC")

I need to add null/0 checks to the items above to ensure they have a value before trying to add them.

Right now I am ToAudioTTS ToString(Flow.PhoneTreeItemsString) to test if when I reorder the variables, they reorder in the collection set and it is working.

The next bit I need to figure out is how to parse through that Flow.PhoneTreeItemsString collection and build out the dynamic audio prompts.  It sill go something like this (for the values above):

Prompt(welcome audio, PhoneTreeItemsString[0], (press 1), PhoneTreeItemsString[1], (press 2), PhoneTreeItemsString[2], (press 3))

Welcome, For ProductB press 1, For ProductA press2, For ProductC press 3.

I will go fetch the recorded clips of "Welcome", "For ProductB" and "press n" based on name values if I am reading the documentation right.

I hope I can explain this in a way that makes sense.  I want to build a lot of logic in our Salesforce environment to help make our purecloud IVR a little more dynamic.

Right now I have a salesforce object that lists all of our phone numbers, those link to other things in salesforce for tracking purposes.

One bit of data it pulls back is something like this:

Product-A   Value is anything from 0-10
Product-B   Value is anything from 0-10
Product-C   Value is anything from 0-10

Those product fields are all separate fields from an object in salesforce.  The idea behind those fields is to tell purecloud if we should prompt (>0) for those products and if so, what order (1-20).

So lets say the lookup brings back this:

Product-A = 0

Product-B = 2

Product-C = 1

I want to look at those variables and form a dynamic IVR that says 

For product C press 1

For product B press 2

(product a will never be mentioned)

I was hoping it was possible with something like this

https://help.mypurecloud.com/articles/work-with-dynamically-referenced-prompts/

I am guessing bringing back each product as a value is complicating things. not sure how else I can bring it back.  

I am going to keep digging around through functions and see what I can come up with.  If I figure something out, I will post back.