kripette | 2017-08-17 10:14:46 UTC | #1
Hi,
When using the Built-In variable Call.CalledAddress in Architect In-Queue Call Flows it returns an arbitrary id or nothing to the Screen Pop target Script depending on if I transfer via a Task or a Menu. Am I doing something wrong?
I had no issues when using the Screen Pop in Inbound Call Flows, then the target Script receives the data from Architect, but that isn't an efficient way to solve our scenario. The easiest way would be to create an In-Queue Call Flow that sends the data to a Script via Screen Pop. Instead of having to define a Screen Pop in all the Inbound Call Flows routed to the same In-Queue Call Flow.
Any suggestions? Thanks.
MelissaBailey | 2017-08-17 19:12:31 UTC | #2
The help for this variable says it's "The called address that caused this flow to be entered." So in your context, that would be the queue as opposed to what the caller dialed.
Caller dials 123-4567 to reach InboundFlow1. Call.CalledAddress is 123-4567. Caller transfers to the queue; no agents are available so he hears InQueueFlow2. Call.CalledAddress is now the id of the queue.
There is a workaround. Use the Set Participant Data action to save Call.CalledAddress in the inbound flow before you do the transfer. Then use the Get Participant Data action in the in-queue flow to grab the value and set it as the script's input.
FYI we will be releasing a feature so you won't have to do this workaround.
kripette | 2017-08-18 07:01:37 UTC | #3
Thank you for the reply.
Do you have an ETA on when this feature will be released (and how it will work)?
MelissaBailey | 2017-10-18 18:14:31 UTC | #4
The feature has been released. You can now use the Call.CalledAddressOriginal variable. In the 1st flow Call.CalledAddressOriginal is the same as Call.CalledAddress, but in subsequent flows is will be always be the address the caller dialed.
"The called address received when the call first entered the system; typically the phone number dialed by the caller to reach the system. For a given call, this value should never change."
system | 2017-09-24 17:47:56 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 1693