Webex CC Original Entry point lookup

TommMiller — Thu, 15 Sep 2022 08:35:06 GMT

Hey all

Is there a way to look up the original entry point that was called such as via a global variable or another way within Webex CC Flows?

I am trying to achieve a Master Holiday Flow were depending on a logic statement of "IF originated from Call flow X route here if Y route here If Z play message".

So, for example, you called a number it hits the IVR_1 and in that IVR they choose Option 2 which routes off to another Entry point called Customer_IVR_1 and goes to a Flow of in this example Bank_Holiday_Check. In the Bank Holiday check it looks to see what either the originating called number was or the original IVR was (for this IVR_1) and using an IF statement does a specific action.

Thinking back to the days of UCCX where I could look up or make variable strings / XML lookups to do something similar for Bank holidays over having to give each Flow its own unique Flow and making a mass of them

Hope that makes sense

topic Webex CC Original Entry point lookup in Contact Center

Webex CC Original Entry point lookup