Genesys Cloud - Main

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

Hi Lewis,

Thank you for your answer. Unfortunately I don't think I understand what you are suggesting. Could you please describe it a bit more in detail?

I attach one Call Route to one DID and one Schedule Group to this Call Route. Inside the flow I want to know which Scheduled Group is currently used. Where exactly does these decisions come into play?

Regards,

Mihai

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

Hi Lewis,

Thank you for your answer. Unfortunately I don't think I understand what you are suggesting. Could you please describe it a bit more in detail?

I attach one Call Route to one DID and one Schedule Group to this Call Route. Inside the flow I want to know which Scheduled Group is currently used. Where exactly does these decisions come into play?

Regards,

Mihai

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG

Original Message:
Sent: 03-21-2024 06:27
From: Lewis Staffa
Subject: Get current schedule group

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

------------------------------
Lewis Staffa
Liberata

Original Message:
Sent: 03-21-2024 06:12
From: Mihai Vasiloiu
Subject: Get current schedule group

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

#Routing(ACD/IVR)

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

Hi Mihai,

In this situation, I would use Data tables to locate Schedule groups per DID. I guess you will have a clean code and easy management.

 1 - Update Data for Get DID used;
 2 - Data Table Lookup with a DID filter to find the schedule group configured for this DID.

3 - "Evalulate Schedule Group" with return data in a variable obtained through action 2.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-21-2024 06:37
From: Mihai Vasiloiu
Subject: Get current schedule group

Hi Lewis,

Thank you for your answer. Unfortunately I don't think I understand what you are suggesting. Could you please describe it a bit more in detail?

I attach one Call Route to one DID and one Schedule Group to this Call Route. Inside the flow I want to know which Scheduled Group is currently used. Where exactly does these decisions come into play?

Regards,

Mihai

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG

Original Message:
Sent: 03-21-2024 06:27
From: Lewis Staffa
Subject: Get current schedule group

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

------------------------------
Lewis Staffa
Liberata

Original Message:
Sent: 03-21-2024 06:12
From: Mihai Vasiloiu
Subject: Get current schedule group

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

#Routing(ACD/IVR)

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

Hi Breno,

indeed, that would be a way. Although I would need to manage this datatable also and keep it up to date whenever new DIDs are added.

Meanwhile I noticed I can get the current Call Route via API and since the Call Route - Schedule Group is a 1 to 1 relation I was thinking of always giving both the same name.  That would solve my issue also.

I was just hoping that there is an API I haven't found yet that gives me the actual Schedule Group name.

Still, yours is a good idea. I will consider it.

Thank you,

Mihai

Hi Mihai,

In this situation, I would use Data tables to locate Schedule groups per DID. I guess you will have a clean code and easy management.

 1 - Update Data for Get DID used;
 2 - Data Table Lookup with a DID filter to find the schedule group configured for this DID.

3 - "Evalulate Schedule Group" with return data in a variable obtained through action 2.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-21-2024 06:37
From: Mihai Vasiloiu
Subject: Get current schedule group

Hi Lewis,

Thank you for your answer. Unfortunately I don't think I understand what you are suggesting. Could you please describe it a bit more in detail?

I attach one Call Route to one DID and one Schedule Group to this Call Route. Inside the flow I want to know which Scheduled Group is currently used. Where exactly does these decisions come into play?

Regards,

Mihai

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG

Original Message:
Sent: 03-21-2024 06:27
From: Lewis Staffa
Subject: Get current schedule group

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

------------------------------
Lewis Staffa
Liberata

Original Message:
Sent: 03-21-2024 06:12
From: Mihai Vasiloiu
Subject: Get current schedule group

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

#Routing(ACD/IVR)

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------

You have these two option for consulting the schedule group for API.

https://developer.dev-genesys.cloud/devapps/api-explorer#get-api-v2-architect-schedulegroups.

https://developer.dev-genesys.cloud/devapps/api-explorer#get-api-v2-architect-schedulegroups-divisionviews  --> If you need the name only, I guess then you can use this.

Att,

Hi Breno,

indeed, that would be a way. Although I would need to manage this datatable also and keep it up to date whenever new DIDs are added.

Meanwhile I noticed I can get the current Call Route via API and since the Call Route - Schedule Group is a 1 to 1 relation I was thinking of always giving both the same name.  That would solve my issue also.

I was just hoping that there is an API I haven't found yet that gives me the actual Schedule Group name.

Still, yours is a good idea. I will consider it.

Thank you,

Mihai

Hi Mihai,

In this situation, I would use Data tables to locate Schedule groups per DID. I guess you will have a clean code and easy management.

 1 - Update Data for Get DID used;
 2 - Data Table Lookup with a DID filter to find the schedule group configured for this DID.

3 - "Evalulate Schedule Group" with return data in a variable obtained through action 2.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-21-2024 06:37
From: Mihai Vasiloiu
Subject: Get current schedule group

Hi Lewis,

Thank you for your answer. Unfortunately I don't think I understand what you are suggesting. Could you please describe it a bit more in detail?

I attach one Call Route to one DID and one Schedule Group to this Call Route. Inside the flow I want to know which Scheduled Group is currently used. Where exactly does these decisions come into play?

Regards,

Mihai

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG

Original Message:
Sent: 03-21-2024 06:27
From: Lewis Staffa
Subject: Get current schedule group

Hi Mihai, 

Have you tried using decisions to get the desired outcome you require. You would then be able to add individual cases that route to the numerous different schedule groups? 

------------------------------
Lewis Staffa
Liberata

Original Message:
Sent: 03-21-2024 06:12
From: Mihai Vasiloiu
Subject: Get current schedule group

Hello,

 I can use the Evaluate Schedule group to take routing decision in the architect based on active schedule but is there a way to retrieve the current schedule group? I have several numbers which follow different holidays so I need specific schedule group for each DID. Is there a way in the routing flow to get the current schedule group or do I need to have specific inbound flow for each DID and hardcode the schedule group used?

Regards,

Mihai

#Routing(ACD/IVR)

------------------------------
Mihai Vasiloiu
Swisscom (Schweiz) AG
------------------------------