Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Jason,

I am calling the bot in an inbound call flow. Call recording is enabled and that box is not checked.  I'm not sure why it's defaulting as a secure flow.

Thank you,

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Do you have a Secure Flow with the same name, perhaps?

Jason,

I am calling the bot in an inbound call flow. Call recording is enabled and that box is not checked.  I'm not sure why it's defaulting as a secure flow.

Thank you,

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Good Morning Paul,

I have a similar flow created, but it has a different name and I am using the flow id from the inbound call flow.  Do you think I should delete the secure flow to see what happens?

Thank you,

Do you have a Secure Flow with the same name, perhaps?

Jason,

I am calling the bot in an inbound call flow. Call recording is enabled and that box is not checked.  I'm not sure why it's defaulting as a secure flow.

Thank you,

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Hmm.

Couple of things to try, starting with the obvious!

Have you made sure the new script has been published? (I've been caught out by that in both Scripts and Flows before now!)

I always thought the X@localhost used the flow name, not ID, you could try that.

I'm not sure deleting the SF will help - if it is trying to route to that and it's not there, you will most likely get an error.

HTH

Good Morning Paul,

I have a similar flow created, but it has a different name and I am using the flow id from the inbound call flow.  Do you think I should delete the secure flow to see what happens?

Thank you,

Do you have a Secure Flow with the same name, perhaps?

Jason,

I am calling the bot in an inbound call flow. Call recording is enabled and that box is not checked.  I'm not sure why it's defaulting as a secure flow.

Thank you,

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?

Hi Paul,

I figured this out and was able to successfully have the survey recorded with the call!

I did not removed the secure flow scripter within the button, I was only adjusting it in the variable.

Just for future reference, you have to put the flow id, the name did not work so thank you Jason for that tip!

Thank you,

Hmm.

Couple of things to try, starting with the obvious!

Have you made sure the new script has been published? (I've been caught out by that in both Scripts and Flows before now!)

I always thought the X@localhost used the flow name, not ID, you could try that.

I'm not sure deleting the SF will help - if it is trying to route to that and it's not there, you will most likely get an error.

HTH

Good Morning Paul,

I have a similar flow created, but it has a different name and I am using the flow id from the inbound call flow.  Do you think I should delete the secure flow to see what happens?

Thank you,

Do you have a Secure Flow with the same name, perhaps?

Jason,

I am calling the bot in an inbound call flow. Call recording is enabled and that box is not checked.  I'm not sure why it's defaulting as a secure flow.

Thank you,

Matthew,  

Are you calling your Lex Bot from an inbound flow or a secure flow?  If it's the latter, you'll need build and inbound flow and call the Lex Bot from there.  Just make sure you don't disable call recording in the flow you build.

Hi Jason,

I appreciate your assistance with this very much!

After accomplishing this, I'm reviewing the interaction recording and the system still says it is going to a secure flow.  I was hoping this blind transfer process would give us a recording.  Any ideas related to this?

Thank you,

Matt A.

Hi Matthew,

You can use scripter:Blind Transfer for the button, and then use X@localhost.com" for the Insert Variable value, where X is the Flow ID for your survey flow.  It will then Blind Transfer the call your flow.  

Thank you,

Hello Community!

I am working on a project that our sales and customer care teams would transfer customers to a call flow that would have them take a survey based on their voice interaction.  Our organization has built a survey bot using AWS Lex.  This bot is fully integrated in Genesys, but I'm having issues with coming up with the best way for our team to transfer customers to this bot.

I know I can create a call flow with a phone number and have the associates blind transfer to this flow, but that takes a lot of manual process.

I would like to build a script that would route a customer to this flow, but I'm having issues with navigating the script process.  It looks like I can transfer to a secure call flow which would mean that interaction is not recorded which we want it to be so we can evaluate that survey.  I haven't seen an option to create a scripter function to transfer to an inbound call flow or to put a phone number with it.

Any ideas on the best way to approach this?