Format Your New Topic as Follows:
.JSON file can be provided for current flow.
Description
- If a caller is part of an Address book on the zoom account with a custom variable, how can I use Set Variable and Conditions to automate some of the routing selections.
*Is it possible to automatically update the contact variables in the address book or would the agent need to update this on or after the live call?
**If the contact has a language selected in the address book can ZCC condition the call to automatically route callers with the language selected through the flow using the saved data?
Default Address book Contact details:
Jesse Admin | 5851234567
Custom Variables:
Boolean - Variable1Check (False/0) and Variable2Check (True/1)
String - Language (Default: None, English, Spanish): None
Call 1: Jesse Admin calls Main Number > Condition: LanguageCheck > None, provide prompt “1 for Spanish” > No selection, **automatic update Contact: Jesse Language = English > Continued flow ends in queue > Call Completes.
Call 2: Jesse Admin calls Main Number > Condition: LanguageCheck > English > **Route through flow using English prompts, no prompt “1 for Spanish” provided > Call completes.
- Similar to first question. Address book will have variable(s) saved depending on the callers phone number. These variables will select where a caller should be routed. Variable1Check and Variable2Check
*How should ZCC access the data selected in the address books?
Updated Address book Contact Details:
Jesse Admin | 5851234567
Custom Variables:
Boolean - Variable1Check (False/0) and Variable2Check (True/1)
String - Language (Default: None, English, Spanish): English
ex Flow 1: Jesse Admin Incoming call > Set Variable: global_system.Consumer.phoneNumber1 Assign Value: InComingCall.From > *Access Address book > LanguageCheck: English > Condition: Variable1Check - Jesse Admin: False/0 > Condition: Variable2Check - Jesse Admin: True/1 > Variable2Queue > Call Completes
ex Flow 2: Jesse Admin: Update Variable1 to False/0, Variable2 to True/1
Jesse Admin Incoming call > Set Variable: global_system.Consumer.phoneNumber1 Assign Value: InComingCall.From > *Access Address book > LanguageCheck: English > Condition: Variable1Check - Jesse Admin: True/1 > Variable1Queue > Call Completes
*Note: Condition: Variable2Check - Jesse Admin was not attempted as in the flow Variable1Check happens before Variable2Check.
Please let me know if additional details are needed here. It seems this is available through native configuration but I am missing the *How to access ZCC Address book in the flow and how to use contact specific variables as they have to be created as address book variables which do not work in flows.