Creating a Script to Display UUI

Now that we configured Parloa to send back UUI, we need to configure Genesys to display this information to the agent receiving the call. We do this with Scripts.

Creating the Script

1. In the Genesys Cloud admin interface, go to Contact Center > Scripts.

2. Click "+ Create" to create a new script.

3. Enter a name for your script.

4. For simplicity, select the "Default Inbound Script" template. This template is a good starting point for displaying call data.

5. After creating the script, you'll see that it already contains some default information.

6. To extend this script to display additional data, click on Script > Script Properties.

7. Enable the option for UUI (User-to-User Information). This allows the script to access and display UUI data, which may include information not directly related to the call.

8. Modify an existing row in the script or add a new row to display UUI data and other relevant call data. Your script might look something like this:

9. Don't forget to click Save to save your script.

Creating a Dedicated Call Flow in Architect

1. Create a new flow in Architect. You can name it based on its purpose, for example, "UUI Data and Call Routing."

2. In this workflow, you'll include the following blocks:

   • Data -> Set UUI Data: In this block, set the expression to assign UUI data to the call. Specifically, set Call.UUIData to your outgoing UUI data.

   • Flow -> Set Screen Pop: Configure this block to trigger a screen pop-up. Select the script you created earlier that displays UUI and call data to agents.

   • Transfer -> Transfer to ACD: Use this block to route the call to one of the queues you've created.

3. Arrange the blocks in your workflow as needed. Your flow should resemble the diagram you provided. On a very basic flow, it looks like this:

5. After configuring the flow and transfer to ACD settings, click Save to save your Architect flow.

6. Validate the flow to check for any errors or inconsistencies.

7. Once validation is successful, click Publish to finish setting up your call flow.

Bonus: Making HTTP Calls via Genesys Cloud

Depending on your specific use case, UUI might not be enough and you might need to use our Call Data service, which involves making an HTTP request from Genesys Cloud. Follow these steps to configure Genesys Cloud to get the items from our database.

Prerequisite: Store data in Parloa's Database using our Call Data Service

Setting up Genesys Cloud to Fetch Data from Database

After you successfully configured your bot to store data in our Call Data API, we can set up Genesys to get this data.

1. Navigate to Integrations within Genesys Cloud and create a new integration if one does not already exist. For custom data actions, search for Web Services Data Action and follow the setup steps.

2. Go to Integrations -> Actions to add and configure your action. Here you will:

   • Contracts: Define your input and output schemas under this section.

   • Configuration: Input the endpoint and pass the arguments corresponding to your schemas.

Input Schema

And a typical output schema might look as follows:

Output Schema

Construct the associated request based on the input schema and endpoint configurations. This request will facilitate the data fetching process from the database.

Integrating Call Data in an Architect Flow and Script

1. Before routing the call to the agent, insert a Call Data Action node within your Architect flow. This node is responsible for triggering the data action.

2. Add Variables for Input and Output: Populate the Call Data Action node with variables that match those defined in your schema during the initial setup. This action will get the data from our API and return all the values, make sure to save them as Output variables.

3. In the Set Screen Pop block, make sure you pass these variables to the Script.

Deploy Screen-Pop Script

1. Create a new script by navigating to to Admin -> Contact Center -> Scripts and creating a script. In the upper-left corner, go to Script -> Script Properties and enable features like Data Actions and UUI.

2. Under the Variables section, add custom variables tailored to your use case. These should correspond with the variables you previously used in the Architect flow.

Ensure Input is toggled for the variables

Final Outcome

Upon successful implementation, each call forwarded by Parloa will populate the call agent's screen with the relevant data. This enhances the efficiency and quality of your customer service operations.