Is it possible for architect to assign an ACD skill based on a collect input for an inbound call?
I.e. caller wants to talk to agent with extension 1234 (collect input variable would be task.customskill)
we submit a webservice call with that extension information
the web service returns a successful entry of 1234 is assigned to agent John Smith.
The ACD Skill could either be returned as John Smith or 1234 (not sure which would be best to do)
Then using Update Data object
assign the custom ACD skill (task.customskill) to it and then we could route to the appropriate agent.
I was also experimenting to see if I could leverage toskill to convert a value to an ACD skill, but wasn't exactly sure if this would work or not either.
The goal is that we want to transfer to a specific user in a queue and therefore we want to be able to assign an ACD skills to the call when the caller is prompted in order to route to that agent and also capture RT and historical call stats.
I can think of a couple ways to accomplish what you want. You can use the dial by extension action; The caller will dial 1234 and be connected to the person with that extension; you don't need to mess with a collect input or data dip at all.
If you did want to capture the extension they chose for some reporting reason, you can use the collect input action to get the extension they want, use a web service call to send that information to wherever, then use the transfer to number action and put the collect variable as the number target.
The only issue with these 1st 2 approaches is the the transfer is direct not ACD, meaning if the agent is not available/doesn't answer, the caller will get prompted to leave a voicemail and the call will end.
Lastly, if you want to use the result of a web services call as a ACD skill, you need to use the parallel arrays approach to turn the string from the webservices response into a ACD skill object. See https://help.mypurecloud.com/articles/convert-string-value-typed-value/. This will remain an ACD transfer, so the caller will stay on queue until the agent answers the call. Also you will need to create an acd skill for each agent and make sure to assign it to only that agent. For the record you could also create individual queues for each agent instead of skills; you'll need to create the same number of objects but it might be a little quicker.