mostafaawad | 2023-03-21 10:25:15 UTC | #1
Hi everyone,
I'm trying to achieve a Unified Transfer use case which described as follows: 1- The cal is received by agent who realized that this call needs to be transferred to some other queue. 2- Agent use the script to select the destination queue from a dropdown menu. 3- Agent click on Transfer button in the script and there is a custom action behind that script:
- Check if the agent didn't select a queue and clicked on the button, it will alert A queue must be selected first before transferring the call
- Otherwise, the selected queue name is stored in input/output variable then a blind transfer to UnifiedTransfer is taken.
The problem here is that the input/output variable is set to the customer participant data but when I use the Get Participant Data action to capture it, I see the value is empty. Do you have any idea about what could be wrong here with my solution?
mostafaawad | 2023-03-25 02:20:53 UTC | #2
Appreciate it if anyone has any clue about this.
mostafaawad | 2023-03-28 09:00:29 UTC | #3
@jacobshaw @John_Carnell Appreciate if you could help in this.
jacobshaw | 2023-03-28 13:22:44 UTC | #4
Hi @mostafaawad I suggest using a custom data action to update participant data using PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes, instead of setting the Output variable in the script. This solved the problem for another user here on the forum: https://developer.genesys.cloud/forum/t/retrieve-scripts-variable-as-participant-data-in-a-subsequent-call-flow/13139
mostafaawad | 2023-03-29 09:22:41 UTC | #5
Hi @jacobshaw
Thanks for your suggestion and reference. I tried that solution but it seems something wrong and unexpected happens which makes the button loads up to infinity
The button action is as below:
- Check if something is chosen from the dropdown or not
- If yes, then update the participant data with the selected value.
- Do blind transfer to a flow.
- Else, pop up an alert message.
Hope you have any clue to this.
jacobshaw | 2023-03-30 15:58:22 UTC | #6
@mostafaawad Based on the blurb "Data Action Success: false" it looks like the data action is failing. You can run a test within the data action itself to see what's going wrong. I set the data action up myself and was able to update participant attributes successfully
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mostafaawad | 2023-04-02 04:54:42 UTC | #7
Hi @jacobshaw,
I've found that the issue was missing the below permissions on the agent user role:
Integration > Actions > View Integration > Actions > Execute
After adding those permissions, it worked perfectly from the script.
Thanks for your help by any means.
system | 2023-05-03 04:55:14 UTC | #8
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