If you have common logic across multiple otherwise distinct flows, use a Common Module.
As for tracing, this is sadly lacking, although there are some recently announced improvements on that. For now, the easiest way is to write debugging messages to Participant Data attributes. I usually create a logging Common Module that appends a message to an Attribute, with a time/date stamp, and inserts a CR/LF between messages. Unfortunately, this doesn't show up very well in the UI, but if you copy and paste it into Notepad, it works surprisingly well.
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 05-13-2024 10:33
From: Craig Fickes
Subject: Routing TFN to Queue
Thanks for the quick reply.
I just got out of Architect training class last week and I've taken 3 other courses too, it's been helpful, but the way Genesys set it up is different than training showed us.
We use Pindrop as part of our authentication/fraud tool for all calls (IVR, Pre and Post IVR routing) so it must stay with the inbound call flows Genesys setup. Is there a tool in Genesys I can trace or monitor the call so I can see why or where it is failing and going to the default skill?
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Craig Fickes
EverBank, N.A.
Original Message:
Sent: 05-13-2024 10:19
From: Paul Simpson
Subject: Routing TFN to Queue
Craig,
Firstly, I highly recommend taking the training from Genesys Beyond. (The most cost-effective way to do this is with a Subscription.) This will give you a thorough grounding in the system and it's underlying methodology (many of the terms and techniques are different from other systems you may have used.) As a tip, try to take the classes Instructor-Led, not Self-Study.
Having got that out of the way, in your case, I would try to break away from having all numbers go to the same inbound Flow. If you literally want to point a number directly at a Queue, then I would create a Flow that has a starting Task that just transfers the call to the Queue and then configure the TFN to route to that Flow. You mention "Take advantage of everything provisioned there". could you elaborate on that with respect to this particular ask?
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 05-13-2024 10:13
From: Craig Fickes
Subject: Routing TFN to Queue
That was very helpful, but now my issue is calls are going to the default (VQ_BANK_DCC_GENERAL_SVC_en) queue. I am missing something obviously, but I need some help.
vCallDescription Bank Migration Assistance
ROUTING_TYPE DirectRoute
CUST_ANI_NO tel:+19044125602
SKILLSET Tier 2
BankSalesDept false
TOPIC BANK_MIGRATION_ASSISTANCE_TEAM
CALLDESC Bank Migration Assistance
vANI +19044125602
SKILL_SET_TYPE VQ_BANK_DCC_GENERAL_SVC_en
QueueTreatmentAudio Q_Service_Announcement
CALL_OUTCOME_TXT Direct_Route
CALLTYPE BANK_MIGRATION_ASSISTANCE_TEAM
scriptId
vDNIS +18558138484
AUTH false
vValidANI true
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Craig Fickes
EverBank, N.A.
Original Message:
Sent: 05-09-2024 16:13
From: Breno Canyggia Ferreira Marreco
Subject: Routing TFN to Queue
Hi Craig, you can use Data Table and the flow extracting data there.
In this Data Table, you map the DID/DNIS to identify the queue you will be routed using the same Flow and have a simple update (remove or add new queues by editing a data table only).
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 05-09-2024 11:57
From: Craig Fickes
Subject: Routing TFN to Queue
Brand new to this, but we are implementing a new TFN that is a direct route, and we want it to go only to a certain queue. This challenge is Genesys set up all our TFN's to go to one Inbound Call Flow. How can use the existing Call Flow to take advantage of everything provisioned in there but just go to the one queue?
#Routing(ACD/IVR)
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Craig Fickes
EverBank, N.A.
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