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  • 1.  Pass data from a secure flow to the script

    Posted 05-28-2024 17:17
    No replies, thread closed.
    Hello, please support me with the following problem.
     
    The scenario is as follows: The agent receives the call, then transfers it to a secure IVR and subsequently the communication is returned to the agent. The agent must display in the script the value of an option that is entered by the customer.
     
    The route is:
    IVR--> ACD queue --> Agent 1 --> Secure Flow --> Agent 1.
     
    For this I am trying to send the value through the data participant from the secure flow. Data participant that has the same name as the variable (input/output) in the agent script. Also, use the update variables action in the script. This is working correctly in this scenario.
     
    But, for the following scenario it is not working.
    IVR--> ACD queue --> Agent 1 --> (transfer)--> Agent 2 --> Secure Flow --> Agent 2.
    The Agent 2 script is receiving an empty value.
     
    The difference between both conversations is that in the second scenario a data participant is created in the participant Agent 2, with an empty value. But the data participant in the Customer participant does have the correct value that it returns from the Secure Flow.
    I thank you for your support or recommendation of a possible solution for this scenario.
    Greetings.

    #ArchitectureandDesign

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    Julio Segil
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  • 2.  RE: Pass data from a secure flow to the script

    Posted 05-28-2024 21:06
    No replies, thread closed.

    Now I'm not sure how you are writing your participant data values, but each participant has their own participant data. So Customer, Agent 1, Agent 2 can all have their own data, which can be really helpful at times.

    So one option is to use data action to set/get the participant data to/from a specific participant, eg the customer instead of the agent.

    Get API: GET /api/v2/conversations/{conversationId} https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-conversations--conversationId-

    Set API: PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes https://developer.genesys.cloud/devapps/api-explorer#patch-api-v2-conversations--conversationId--participants--participantId--attributes



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    Anton Vroon
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    Original Message


  • 3.  RE: Pass data from a secure flow to the script
    Best Answer

    Posted 05-29-2024 13:06
    Edited by Jason Kleitz 07-31-2024 11:55
    No replies, thread closed.
    Thanks for the answer! It is a good alternative solution.
     
    But I got a solution in the following way. I tried placing the variable only as input. Since it was as input and output. With that the problem was already corrected.
     
    I understand that as it was output, a data participant was created in the Agent 2 participant, and that caused a conflict when recovering the value of the variable.
    Greetings.



    ------------------------------
    Julio Segil
    ------------------------------

    Original Message


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