Genesys Cloud - Main

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance! 

Haven't had to do this myself, 

But my thinking is you would do something like:

In your flow, you will have a Get Participant Data Action to get the participant data you previously set. Then a decision action for if participantdata key == value, to only do the following for calls that have that participant data

Then you will need to use the Get Conversation Detail API (you will need to setup a DataAction) to get the participant id and the communication id you want to apply the wrap up code to:

https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-analytics-conversations--conversationId--details

Then you can call the wrap up API (you will need to setup a DataAction) to apply a wrap up code:

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-calls--conversationId--participants--participantId--communications--communicationId--wrapup

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance! 

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance! 

Hi Rechelle,

I just check, if your are using a regular an Architec inboud flow, it already give you an option to set participant data and other to set wrapup code. For wrapup code you just need to create the requiered set of wrapupcode, then or architect according to desing just set the according wrapup code. If your flow is the secure type, you need to add a data action to it. About which Genesys API cloud use to set the wrap take a look at "Wrap-up (genesys.cloud)".

Regards,

SG

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance! 

Payment happens during the call and that is the participant data I need. In the architect, I cannot add any other action under success only when it fails. 

Hi Rechelle,

I just check, if your are using a regular an Architec inboud flow, it already give you an option to set participant data and other to set wrapup code. For wrapup code you just need to create the requiered set of wrapupcode, then or architect according to desing just set the according wrapup code. If your flow is the secure type, you need to add a data action to it. About which Genesys API cloud use to set the wrap take a look at "Wrap-up (genesys.cloud)".

Regards,

SG

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance! 

Why not just do it before the transfer to ACD step?

Once you transfer to ACD, the success path is the In Q flow. So you could do it in the In Q flow, but if an agent answers straight away it won't apply, which is why you should do it before it goes to queue, especially if you are just disconnecting at that point, why transfer to queue to just disconnect? And unless you have people deleting queues without due process then you really shouldn't be seeing calls going down the fail path on for Transfer To ACD. 

Perhaps if you can share a screenshot of your flow it might make it easier to understand?

Payment happens during the call and that is the participant data I need. In the architect, I cannot add any other action under success only when it fails. 

Hi Rechelle,

I just check, if your are using a regular an Architec inboud flow, it already give you an option to set participant data and other to set wrapup code. For wrapup code you just need to create the requiered set of wrapupcode, then or architect according to desing just set the according wrapup code. If your flow is the secure type, you need to add a data action to it. About which Genesys API cloud use to set the wrap take a look at "Wrap-up (genesys.cloud)".

Regards,

SG

Hi All, 

I would like to know where or how would it be possible to Set a wrap-up code in the CallFlow from out custom Scripter when it sets a participant data in GC (interaction).

Goals:
Set 4 different wrap-up codes in the call flow (not Agent's wrap-up code but a transaction participant data) 
Set 4 Different Recording policy based on those wrap-up codes

call Flow:
call comes in -> Call Blocking ->  IVR Menu -> Transfer to ACD (Payment transaction with participant data) -> Disconnect

That Payment transaction participant data is the one I need to add in the call flow to Set wrap-up Code.


Thanks in advance!