Genesys Cloud - Main

Hi everyone, I was doing some testing with a previous menu action, and noticed that the caller would never be disconnected, I know there are ways to build behavior like this and avoid the previous menu action all together, but to challenge the question on the action, I am just curious if anyone has used the Previous menu action within Architect and wondered if there may be a risk to have it be in an endless looped menu.

I know the PureConnect days this can be a possible situation with call spoofing and create a DOD attack and flood the gateway lines. Does Genesys Cloud have measures to prevent this kind of behavior on their end? There is not an option to have for the previous menu action attempt how many times the action could timeout, it's a very generic, straightforward option to use in a flow. To me I see a potential risk, but perhaps with the Genesys Cloud system, there is no risk? I wonder how Genesys can identify any sort of dialer system hitting a customers IVR, or are those days over with new PTSN/Carrier technology to cut down on scammers?

Just curious if anyone may know more about this, just something I thought of that could pose a risk with a hacker dialer system hitting a companies IVR menu in a contact center and flooding the lines when the previous menu action is used within a call flow.

Thanks!

#ArchitectureandDesign

------------------------------
Luke Murphy
Genesys Cloud Developer
CCS Medical
------------------------------

Not a security person, but I know there is a limit to how many actions a flow will run before caller gets disconnected. So at very least wouldn't be an infinite loop.

https://help.mypurecloud.com/faqs/how-many-actions-can-i-run-in-a-flow/

Also fairly easily to add a counter, and set your own limits on how many times they can repeat the menu.

------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 08-10-2023 16:33
From: Luke Murphy
Subject: Previous Menu action - Endless looped calls a risk?

Hi everyone, I was doing some testing with a previous menu action, and noticed that the caller would never be disconnected, I know there are ways to build behavior like this and avoid the previous menu action all together, but to challenge the question on the action, I am just curious if anyone has used the Previous menu action within Architect and wondered if there may be a risk to have it be in an endless looped menu.

I know the PureConnect days this can be a possible situation with call spoofing and create a DOD attack and flood the gateway lines. Does Genesys Cloud have measures to prevent this kind of behavior on their end? There is not an option to have for the previous menu action attempt how many times the action could timeout, it's a very generic, straightforward option to use in a flow. To me I see a potential risk, but perhaps with the Genesys Cloud system, there is no risk? I wonder how Genesys can identify any sort of dialer system hitting a customers IVR, or are those days over with new PTSN/Carrier technology to cut down on scammers?

Just curious if anyone may know more about this, just something I thought of that could pose a risk with a hacker dialer system hitting a companies IVR menu in a contact center and flooding the lines when the previous menu action is used within a call flow.

Thanks!

#ArchitectureandDesign

------------------------------
Luke Murphy
Genesys Cloud Developer
CCS Medical
------------------------------

At the beginning of your flow create or append an Update Data object with a new variable name and value as follows...

• Variable Name #:
  • Datatype:
    • Integer 
  • Expression Mode:
    •  Variable 
  • Variable Name:
    • Flow.RepeatMenu
• Value to Assign #:
  • Expression Mode:
    • Literal
  • Value:
    • 0

Now that you have a variable set to zero.  Somewhere in the beginning of the menu task, create or append an Update Data object with a variable name.  

• Variable Name #:
  • Expression Modes
    • Variable
  • Value to Assign #:
    • Flow.RepeatMenu
• Value to Assign #:
  • Expression Modes:
    • Literal
  • Value:
    • +1

Now that you have the above steps completed, every time the interaction traverses the menu task.  The Flow.RepeatMenu variable will increase by 1 integer.  1, 2, 3, 4... and so on.  You should have an Decision or a Switch object under the menu to evaluate the callers input.  If they selected an option of the menu the decision will evaluate if its true or false and send it down the path that it matches.  If it is a switch, it will go down the path where the case is a match or true.

• Add a new case to the switch:
  • Case #:
    • Expression Modes:
      • Expression
    • Evaluation:
      • Flow.RepeatMenu == 3

Set the max count you want to repeat the menu and put it in the Evaluation (above).  In the case path, set other variables like Flow.MenuIntent variable as "No Input" and Queue: "General Queue"  You can also post this in the interaction details by adding a Participant Data object with a Property Name and output value.  I.e., Property:  Menu Intent    Value:  ToString(Flow.MenuIntent) which would show "No input"

I hope this helps. 

------------------------------
Jose Carlos Albor
Genesys - Employees
------------------------------

Original Message:
Sent: 08-10-2023 16:33
From: Luke Murphy
Subject: Previous Menu action - Endless looped calls a risk?

Hi everyone, I was doing some testing with a previous menu action, and noticed that the caller would never be disconnected, I know there are ways to build behavior like this and avoid the previous menu action all together, but to challenge the question on the action, I am just curious if anyone has used the Previous menu action within Architect and wondered if there may be a risk to have it be in an endless looped menu.

I know the PureConnect days this can be a possible situation with call spoofing and create a DOD attack and flood the gateway lines. Does Genesys Cloud have measures to prevent this kind of behavior on their end? There is not an option to have for the previous menu action attempt how many times the action could timeout, it's a very generic, straightforward option to use in a flow. To me I see a potential risk, but perhaps with the Genesys Cloud system, there is no risk? I wonder how Genesys can identify any sort of dialer system hitting a customers IVR, or are those days over with new PTSN/Carrier technology to cut down on scammers?

Just curious if anyone may know more about this, just something I thought of that could pose a risk with a hacker dialer system hitting a companies IVR menu in a contact center and flooding the lines when the previous menu action is used within a call flow.

Thanks!

#ArchitectureandDesign

------------------------------
Luke Murphy
Genesys Cloud Developer
CCS Medical
------------------------------