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  • 1.  How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 06:21
    No replies, thread closed.
    Hi all,

    I have a question regarding a value of variable in Script to be retrieved as Participant data in the Call Flow

    For example, I want the Scripter.Agent Name value to be passed to the Call Flow Participant data in order to retrieve it at the last of the call (through API "get call conversation")

    Please, do you know how I can do this ?

    Thank you in advance.
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
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  • 2.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 09:35
    No replies, thread closed.
    Can you explain a bit more of what you are doing? Once a call reaches an agent, the Inbound Call flow is done, so there is no active flow to write back to from a script.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 09:42
    No replies, thread closed.
    Hi George, 

    Thanks for your reply, what I mean is, when the call is received by Agent X for example, on the Script Agent, we can set the Agent name dynamically through the variable: Scripter.Agent Name

    Our team developpers want to retrieve this values as attributes (Participant Data) at the end of the call in order (through API "get call conversation") to store them in external database

    My question is, how to configure the Scripter.Agent name value as attribute (Participant data) in order to be attached to the interaction's attributes at the end of call ?

    I know that you can use Set Participant Data component on the Architect, but how I define the Agent who has replied the call ?

    Thank you


    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


  • 4.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 09:55
    No replies, thread closed.
    I guess I am missing something. All of the participants in a call (including the agent) are automatically part of the conversation segment data...you don't have to do anything extra to set it.

              "participantId": "9186f1e1-08df-4932-b3f8-86fdabf5f414",
          "userId": "731023c0-16df-48e6-acf7-11659b75c5f1",
          "purpose": "agent",​


    Are you saying you want to write the plain language name of the agent to make it easier to retrieve, instead of the developers having to write some extra code to take the "userId" and look up the name before writing to the external database?

    The short answer is that a script cannot write new Participant data like Architect does.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 10:26
    No replies, thread closed.
    Thank you George,

    Yes correct, I mean that we want to configure input/ouput variable in Script with name like for example: agentFullName
    Then, we have to retrieve the name of the agent in the Architect as attributes, once the call finished, see the example below:


    attributes":{ 
                   "agentFullName":"Jean Dupon",
                   "conversationType":"C",
                   "Contact":"MOSTAFA",
                   "objectCall":"TEST",
                   "scriptId":"bb6c06d3-2523-466c-bd7e-a7db7210f160",
                   "event":"Incoming",
                   "date":"2019-12-09T11:48:57.000Z",
                   "Num_ANI":"0123456789",
                   "ScreenPopName":"TEST"


    Is this not possible ?

    Thank you.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


  • 6.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 10:34
    No replies, thread closed.
    I don't know of any way to write new Participant Data from a script to the interaction.

    However, you could write a Custom Action using the Web Services Data Action integration and use it in the script to write all the data from there, using the local variables in the script.

    If you create a variable in a script with the same name as a Participant Data attribute, the script should populate that variable with the participant data automatically (if I remember correctly), then you could write all those variable values out with the Data Action set up in the script.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: How to pass value of variables in Script to Participant data in Call Flow ?

    Posted 12-09-2019 11:54
    No replies, thread closed.
    Thank you George, I will check for the data action if I can get it works

    Thank you.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


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