I have an inbound call flow that has been in place since the beginning of the year that has been working well, and now I've been asked for an enhancement. The call flow starts with a menu option, and then routes into an involved Salesforce integration using the Call.Ani to search for the caller's information.
The enhancement is to use the Call.CalledAddress as the search criteria instead. I cloned the original flow and updated the input variable, but the Task has the same name as the original. I don't see the task(s) listed separately in Architect or else I would have cloned that instead, made my changes in the Task, and then incorporate that in my new / outbound flow.
Essentially, I want to be sure that if I change the attributes of Outbound Call Flow.Search Salesforce() to use the Call.CalledAddress that I'm not impacting the attributes of the Inbound Call Flow.Search Salesforce() task, which uses Call.Ani (and works just fine with that flow, tyvm.)
I'm hoping that they're completely separate, but I don't want to hit Publish until I know for sure, since I don't want to break what's currently in place.
[Replace 'Salesforce Delivery Schedule ..' in the screenshots (below) with 'Search Salesforce' ^ from my description (above).]
Original, inbound call flow:
New, outbound call flow (we're creating an outbound calling campaign, with an option to enter into this new flow, but we need to swap Call.Ani for Call.CalledAddress in order to find the campaign recipients' information)
When I'm creating a Call Data Action in the Call Flow, I have access to Call.Ani, which is the number that initiated the call, but what I'm looking for is the number the call is being made to. I thought this might be Call.CalledAddress, but ... clearly not. And I don't see any other Call. attributes that seem to contain that information.
What I'm doing is building off of an Outbound call campaign, and I want to provide an option to route back to an Inbound Call Flow and present the campaign recipients' phone number and details so that I know who I'm talking to (or in this case, which Salesforce Contact I'm working with.) Do I need to set that in a variable in the outbound flow in order to access it?
...
Okay -- doesn't appear to be any way to do that -- only to select the inbound call flow you want to pass to and send the Call on its way.
I don't suppose there's a way to create / add a custom variable to the Call, that I could reference on the inbound side? That seems like quite a stretch.
In the outbound flow, you should have access to the contact list entry the call is being made to, look for the Call.ContactList.* entries (the exact names will be pulled from the contact list csv file).
If the caller will be transferred to another flow, use the Set Participant Data action in the 1st flow and the Get Participant Data action in the 2nd flow to pass data along.
It took a bit of adjusting, but as long as 'Attribute Name 1' is the same on both sides, it works great!
(Sadly, I mean "Oh, boy!", this means I'm now pretty much committed to building out the OAuth2 connection and Platform API calls to manipulate the Campaign call list. Yay ...)
Follow-up -- I have an inbound call flow for calls that come 'from outside', and I have the corresponding call flow that I can route to from an outbound campaign, where I use the Set Participant Data and Get Participant Data actions to pass in the campaign recipient's phone number.
Now (of course), I've been asked to make changes to some of the prompts. Can I use the same inbound flow for each one, with the Get Participant Data action at the top? What happens to (most of ) the calls when they're not originating from a campaign, and so the Set Participant Data never occurred? Can I test the attribute value for null in the inbound flow, and use Call.Ani if the attribute is null? That would save time / resources / maintenance headaches if I could.
