How to implement 'Dial By Name'

Genesys Cloud Applications Architect
1

Hi All,

I don't know how to implement Dial By Name in my flow. One part of the solution (found on this forum) is to enable speech recognition, but i'm not sure what is the next step?

Thank you,
Mina

2

Architect doesn't have dial by name.

  1. If you have the company directory turned on, the caller can just say the name of the person they want to connect to. See https://help.mypurecloud.com/articles/enable-company-directory-support-menus/

  2. There is a dial by extension action. The caller enters a person's extension, like 1234 and connects to the user. Note that speech recognition does not need to be enabled for this action to work.
    https://help.mypurecloud.com/articles/dial-extension-action/
    https://help.mypurecloud.com/articles/add-dial-action-task/

  3. If you really the caller to dial a person's name:
    a) Use a collect input action to collect digits from the caller
    b) Figure out what possible name(s) those digits represent. This is the hard part, you have to write the code to do it. PureCloud doesn't have any action or api endpoint that will do it.
    c) Write a data action to search for a user with the name. If there are multiple possible names, repeat the search if necessary. Also consider what to do if the data action returns multiple results.
    d) If the action successfully found the user, use the transfer to user action to transfer to him/her. Use expression mode for the user field, the value should be FindUserById(Task.id) where Task.id is the user id from the data action response.



3

Thank you Melissa!
Can you please explain the first solution a little further. Is there an event that listens throughout the flow and then recognizes the name of the PureCloud user, and automatically dials that user or are we supposed to implement the dialing part?

4

When the flow is listening to the caller (basically when they are at a menu or in a collect input action), if they say a name that is found in the company directory, the system automatically calls that user. You don't have to do anything except choose when you want the company directory to be active--the options are Disable for entire flow, Enable for entire flow, or Enable for starting task or menu only.

5

Thank you, very much Melissa! It works now.

6

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