When architecting a call flow, is there a way to differentiate a conversation that is a new inbound call versus one that is being transferred (i.e. perhaps from another queue) within a call flow?
I understand that certain metadata attributes can be added to the conversation object, but not sure if these are accessible via the call flow.
Is there a way to evaluate historical participants on a conversation (previous queues, etc.) within a call flow that a conversation enters?
When architecting a call flow, is there a way to differentiate a conversation that is a new inbound call versus one that is being transferred (i.e. perhaps from another queue) within a call flow?
Compare the Call.CalledAddress (the address that got the caller to this flow) & Call.CalledAddressOriginal (the address that the caller used to enter the system) built-in variables. They will be different if the caller got to the current flow by a transfer. See https://help.mypurecloud.com/articles/architect-default-variables/
I understand that certain metadata attributes can be added to the conversation object, but not sure if these are accessible via the call flow.
You can use the Get Participant Data action to retrieve participant data that was previously added. See https://help.mypurecloud.com/articles/get-participant-data-action/ & https://help.mypurecloud.com/articles/set-participant-data-action/
Is there a way to evaluate historical participants on a conversation (previous queues, etc.) within a call flow that a conversation enters?
No. You could write a custom data action to retrieve that information. https://help.mypurecloud.com/articles/use-custom-actions-architect-web-services-data-actions-integration/
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