Unified Transfer To Flow

[mostafaawad]

Hi everyone,

I'm trying to achieve a Unified Transfer use case which described as follows:
1- The cal is received by agent who realized that this call needs to be transferred to some other queue.
2- Agent use the script to select the destination queue from a dropdown menu.
3- Agent click on Transfer button in the script and there is a custom action behind that script:

• Check if the agent didn't select a queue and clicked on the button, it will alert A queue must be selected first before transferring the call
• Otherwise, the selected queue name is stored in input/output variable then a blind transfer to UnifiedTransfer is taken.

The problem here is that the input/output variable is set to the customer participant data but when I use the Get Participant Data action to capture it, I see the value is empty. Do you have any idea about what could be wrong here with my solution?

[mostafaawad]

Appreciate it if anyone has any clue about this.

[mostafaawad]

@jacobshaw @John_Carnell Appreciate if you could help in this.

[jacobshaw]

Hi @mostafaawad
I suggest using a custom data action to update participant data using PATCH /api/v2/conversations/{conversationId}/participants/{participantId}/attributes, instead of setting the Output variable in the script. This solved the problem for another user here on the forum:

Retrieve Scripts variable as Participant data in a subsequent call flow

Hello, I'm encountering difficulties to retrieve the value of a variable from my script in the subsequent call flow. Here is the use case: An agent gets a call, on his Script he has a specific dropdown list with other agents. When he select an agent in this dropdown, I populate the variable SelectedUser with "Output" toggle turned to yes. When the agent has selected the user, he has a button to click to transfer the call. This button is in fact a "Scripter. Blind Transfer" action to anothe…

[mostafaawad]

Hi @jacobshaw

Thanks for your suggestion and reference. I tried that solution but it seems something wrong and unexpected happens which makes the button loads up to infinity

The button action is as below:

• Check if something is chosen from the dropdown or not
• If yes, then update the participant data with the selected value.
• Do blind transfer to a flow.
• Else, pop up an alert message.

Hope you have any clue to this.

[jacobshaw]

@mostafaawad Based on the blurb "Data Action Success: false" it looks like the data action is failing. You can run a test within the data action itself to see what's going wrong. I set the data action up myself and was able to update participant attributes successfully

[mostafaawad]

Hi @jacobshaw,

I've found that the issue was missing the below permissions on the agent user role:

Integration > Actions > View
Integration > Actions > Execute

After adding those permissions, it worked perfectly from the script.

Thanks for your help by any means.