How do we retrieve values say for example a tokenized payment confirmation number from a secureIVR to display it to an agent. The Help says it is possible but I cannot find the way?
Hi any thoughts on this?
I believe you can write the values to participant attributes in the flow and display them in an agent script.
Hi Tim,
Sorry I'm not aware of a way to get conversation attributes in scripter directly. Even if I wrote a Data Action to go get it in the script it would need to be triggered by a manual event the agent would need to do when the caller arrives back. I look at that help file and it sounds like it just must be simpler than this..
Thanks
AG
Hi Tim just following up on my last post.
Use input variables or a data action to fetch the attributes from the participant if you need to fetch them after the script is loaded.
I'll give it a try thanks
Hi Tim
Input variables didn't appear to work. I think that is because the script is already loaded. I tried setting the page in the IVR and then switching page and going back with no success when the call was returned to the agent.
I go back to the documentation and wonder how this can be done?
I'm not sure what else it may be referring to. You can try posting on the Genesys Cloud Community Forum or opening a case with Genesys Cloud Care to get clarification on the product docs.
Hi Tim,
Yes I have queries out to the community. I'm thinking of using a data action to get some participate data. Do you know a good way or Velocity macro that will allow me to pull the correct participant attribute that I set a value on. Since I will be doing this in a data action that is used in script I won't be able to iterate through the collection that is returned to find the one with the attribute and value I'm looking for.
Something like successTemplateUtils.firstFromArray
I would like to know the solution for this one too.
I am working on the same problem. Any update will be appreciated.
This might be better served by opening a new thread in the Data Actions room and including an example of the output that you want to process.
Refer to this discussion Go for the solution in which we set participant data in the secure flow and then use data action to retrieve it when call returns to agent. It worked for me !!!
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Thank You! This will be a good intermediate workaround until this is address directly in the product
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