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| − | + | = 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. | 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. | ||
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; User properties to return | ; User properties to return | ||
| − | : Click ''' | + | : 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: <br /> | ||
:* '''First Name''' – The user’s first name | :* '''First Name''' – The user’s first name | ||
:* '''Last Name''' – The user’s last name | :* '''Last Name''' – The user’s last name | ||
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:* '''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 | :* '''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 [[scenario-builder-reference-guide/FindAgent|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 [[scenario-builder-reference-guide/FindAgent|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 <br | + | :* '''User Type''' - Indicates "user" or "hunt group" representing that the user found is an individual user or a hunt group <br /> |
| − | 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: | + | :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 | |
| − | * '''First Name''' – The hunt group's name | + | :* '''Last Name''' – none |
| − | * '''Last Name''' – none | + | :* '''Login ID''' – none |
| − | * '''Login ID''' – none | + | :* '''Email address''' – The email address of the user indicated in the Use voicemail box of field for the hunt group |
| − | * '''Email address''' – The email address of the user indicated in the Use voicemail box of field for the hunt group | + | :* '''Softphone number''' – none |
| − | * '''Softphone number''' – none | + | :* '''Hardphone number''' – none |
| − | * '''Hardphone number''' – none | + | :* '''Team ID''' – none |
| − | * '''Team ID''' – none | + | :* '''Team name''' – 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 |
| − | * '''Voice Mail Greeting URL''' – The hunt group’s custom greeting URL if one exists or the tenant’s default voicemail greeting URL | + | :* '''Skill''' – none |
| − | * '''Skill''' – none | + | :* '''User ID''' – The global unique identifier of the user specified in the Use voicemail box of field for the hunt group |
| − | * '''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 <br></br> |
| − | * '''User Type''' - Indicates "hunt group" representing that the user found is a group and not an individual user <br></br> | ||
| − | Scenario | + | 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 [[contact-center-administrator-guide/Users|Users]], [[contact-center-administrator-guide/Teams|Teams]], and [[contact-center-administrator-guide/SkillLevels|Skill Levels]]. | For more information, see ''Contact Center Administrator Guide'' sections [[contact-center-administrator-guide/Users|Users]], [[contact-center-administrator-guide/Teams|Teams]], and [[contact-center-administrator-guide/SkillLevels|Skill Levels]]. | ||
| − | + | [[File:WB-Get-User-Configuration-Settings-54.png|center|thumb|380x380px|Get User Configuration settings]] | |
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Latest revision as of 07:39, 23 September 2024
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.
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.
