agilio | 2017-09-15 14:52:32 UTC | #1
The Customer based on their backend data will determine one of 30 queues to transfer the call to. Is there a way to dynamically transfer the call to an ACD using an expression that will take the name of the queue we retrieve and cast it to a queue object? The names will match what is entered in PureCloud for the Queue Names. Not being able to do this will initially result in at least 60 individual Call Flows to be made.
Thanks
Anthony
tim.smith | 2017-09-15 15:18:04 UTC | #2
It's not currently possible to dynamically populate the queue target in a Transfer to ACD action. The best you can do right now is to use Decision or Switch actions mapped to Transfer to ACD actions with the queues hardcoded. The ability to dynamically transfer to a queue is targeted for next year and is being tracked as PURE-1493. I've added your request to it.
agilio | 2017-09-15 15:19:23 UTC | #3
tim.smith, post:2, topic:1796, full:true
It's not currently possible to dynamically populate the queue target in a Transfer to ACD action. The best you can do right now is to use Decision or Switch actions mapped to Transfer to ACD actions with the queues hardcoded. The ability to dynamically transfer to a queue is targeted for next year and is being tracked as PURE-1493. I've added your request to it
Bummer Thank You for Responding
tim.smith | 2017-09-15 15:32:48 UTC | #4
Just found out about another workaround that might be a little easier. You can use a "parallel array" to use a string to look up a queue. You still have to hardcode the lists, but it will be less steps than my solution above. See the section Solution: Use parallel collections (arrays) as a key value map here: https://help.mypurecloud.com/articles/convert-string-value-typed-value/
agilio | 2017-09-18 16:34:42 UTC | #5
Thanks Tim. I look forward to PURE-1493 as the workarounds make for a very brittle application.
system | 2017-10-19 16:35:06 UTC | #6
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