• 5.19 • 5.3 • 5.8

Get User Configuration

The Get User Configuration scenario block obtains one or more of the properties of a user, such as username, phone number, email address, or unique identifier, and saves them in scenario variables for future use.

Configuring the Get User Configuration block in Scenario Builder

Settings

Title text

Title text is the name of the instance of the block. Enter a name in the text field and click the Update button at the bottom of the Edit pane. The new name of the block appears in the flowchart.

Find user by

Find user by specifies the type of the property that will be used to find the user. You can find a user by using the following properties:

• Login ID – The username
• Email address – The user’s email address
• Phone – The user’s assigned phone extension or default hardphone number
• User ID – The global unique identifier of this user in system configuration; global identifiers can be used, for example, to associate contacts/cases/interactions in third-party systems with agents who handled them

Value

Value specifies the value of the property that will be used to find the user.

User properties to return

If a user is found based on the Find user by and Value criteria, you can assign one or more of the user's properties to a variable. This variable can then be accessed elsewhere in the workflow. Click Add, select the desired User property, and indicate the Variable name to store the property's value.

The following user properties can be selected, using the names as they appear in the Contact Center Administrator application:

• First Name – The user’s first name
• Last Name – The user’s last name
• Login ID – The user’s username
• Email address – The user’s email address
• Softphone number – The user’s phone extension
• Hardphone number – The user’s default hardphone number
• Team ID – The global unique identifier of the user’s team in system configuration
• Team name – The name of the user’s team
• Voice Mail Greeting URL –
• Skill – The identifier of user’s skill from the specified group with a non-zero value; this parameter can be used for group-based routing (other users with the same skill); see the description of option Specific skill from variable of the Find Agent block for more information
• User ID – The global unique identifier of this user in system configuration; user ID can be used, for example, to associate contacts/cases/interactions in third-party systems with agents who handled them in order to facilitate personal routing; see the description of option Specific agent of the Find Agent block for more information.
• User Type - Indicates "user" or "hunt group" representing that the user found is an individual user or a hunt group
  

If the search criterion is Phone (hard or soft) and the phone number found is associated with a hunt group, the fields return the following information:

• First Name – The hunt group's name
• Last Name – none
• Login ID – none
• Email address – The email address of the user indicated in the Use voicemail box of field for the hunt group
• Softphone number – none
• Hardphone number – none
• Team ID – none
• Team name – none
• Voice Mail Greeting URL – The hunt group’s custom greeting URL if one exists or the tenant’s default voicemail greeting URL
• Skill – none
• User ID – The global unique identifier of the user specified in the Use voicemail box of field for the hunt group
• User Type - Indicates "hunt group" representing that the user found is a group and not an individual user
  
  

Scenario variable names are specified as strings and are referenced using the $(varname) format. For example, if last.name is specified as the variable name, its value can be retrieved elsewhere in the workflow using $(last.name).

For more information, see Contact Center Administrator Guide sections Users, Teams, and Skill Levels.

Get User Configuration settings

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