Get click-to-dial attributes

The flow checks if a Genesys Cloud interaction was initiated by a Click-to-Dial action, retrieves the record ID of the Salesforce record clicked, and creates a new task to screen pop as a sub tab.

Important: This click-to-dial flow must be configured to trigger on connect. See Configure OneView settings

For more information on the data available, see Click-to-dial data.

 

1. Begin a new screen flow.
2. Add an Action element to your canvas. From the Action search field, type ’OneView’ and scroll down to the component actions. Select OneView - Get Attribute Action.
   1. Enter a Label and API Name for this flow action. For example, getClickToDialAttribute.
   2. In the attributeName Input Value field, enter oneView_clickToDial.
   3. In the conversationId Input Value field, select New Resource.
      1. Select a Resource type of Variable.
      2. API name = conversationId
      3. Data type = Text
      4. Select both Available for input and Available for output.
      5. Click Done.
3. Add a Decision element to your canvas.
   1. Enter a Label and API Name for this flow element. For example, IfClickToDial.
   2. Enter a Label and API Name for a New Outcome. For example, IsClickToDial.
   3. Configure the Outcome Details:

      Parameter	Input
      Condition Requirements to Execute Outcome	All Conditions are Met
      Resource	Select Outputs from getClickToDialAttribute > attributeValue
      Operator	Equals
      Value	True

   4. Click the Default Outcome and edit the Label, IsNotClickToDial.
   5. Click Done.
4. Add an Action element to your canvas. From the Action search field, type ’OneView’ and scroll down to the component actions. Select OneView - Get Attribute Action.
   1. Enter a Label and API Name for this flow action. For example, getRecordId.
   2. In the attributeName Input Value field, enter recordId.
   3. In the conversationId Input Value field, select New Resource.
      1. Select a Resource type of Variable.
      2. API name = conversationId
      3. Data type = Text
      4. Select both Available for input and Available for output.
      5. Click Done.
5. Add a Create Records element to the canvas.
   1. Enter a Label and API Name for this flow action. For example, createTaskRecord.
   2. In the object field, enter Task.
   3. Set Field Values for the Task

      Field	Value
      Description	Select Outputs from getClickToDialAttribute > attributeValue
      WhoId	Select Outputs from getRecordId > attributeValue

   4. Click Done.
6. Add an Action element to your canvas. From the Action search field, type ’OneView’ and scroll down to the component actions. Select OneView - Open Record In Sub Tab.
   1. Enter a Label and API Name for this flow element. For example, openRecord.
   2. Set Input Values:

      Field	Value
      object type	Task
      recordId	Select TaskId from createTaskRecord variable. (The id from the createTaskRecord element.)
      Active	Select GlobalConstant.True
      Conversation Id	Select conversationId variable

   3. Click Done.
7. Connect the elements in the flow.
8. Save and name the flow.

Reminder: This click-to-dial flow must be configured to trigger on connect. See Configure OneView settings > step 8 to configure Flow Triggers.