yes it should be possible, please let know if this does not work or run into some issue

You can check time by substringing like

getCurrentTime().toString().substring(11,13) > 09

etc

unfortunately there is nothing to get day of week. We can add it in next version of ED. No you can not write custom js

Forward call is already completed and has performed its work, it can not be canceled

Can you try drop participant with target agent instead

There should be participant dropped event which contains eventing party, called and calling parties

you can check eventing party, whether it matches calling or called

Can not customer number be used as 1st party and users as 2nd party ?

no, i was incorrect

we tested and seems dbname.dbtable is working as well

we are able to get input schema in designer and are able to run instance as well

Can you please share your ED logs (debug level)

Also can you please confirm that your db is setup correctly with schemas/tables/permissions

Hi, there seems to be issue using dbname.dbtable

can you please try with just select * from dbtable, and let know if it works or not


we are making a fix for dname.dbtable to work as well for next release of ED

Marcus, can you please attach these two things so that we can check why it is not working

(1) export workflow, attach here
(2) debug level log full file

It would be very useful to have the above to debug the issue effectively

can you please enable debug level logging for ED, run the scenarios again, and attach ED logs here

Hi i understand that you are probably not able to workaround this, and we would work on this on priority

yes, currently number has been reserved as keyword.

We are checking if we can remove this restriction

If possible can you please post the workflow (exported as xml), and also relevant portion of logs

Hi Edward,

if you map values to this schema and execute the REST task, you would get something like

{toAddress: .. , fromAddress: .. , }

is this not your target payload ?

Hi, asked this to Oceana team, here is the response from them

few questions :

1. Event should exist in eventCatalog… are you going to create a new one manually?
2. CService kicks off the events to ED based on ExternalConversationInteractions. How would CService know anything about this new event?
3, are you going to edit workflow to have this new event

If you can get above to work, then

- Priority Change ( Increase/Decrease)
- Attributes Changes ( Re-queue the email to a different team)

Yes it is possible. There are “Modify Attributes” and “Match Update” tasks that we can use to modify priority and attributes.


- Drop the contact (Close the contact with some closure reason)

[from oceana team] To drop the contact…I am not sure. All ED can do is to send an error back or send any Rest request they want (using RestService task) to close a contact. So probably possible, but how will Oceana react…I don’t know.
[form me] possibly you can terminate the workflow instance or send call ended event

- Assign to a specific agent

I think this means asking for a specific agent…I don’t think it is possible for a Queued contact … once requested for a service it is not possible to update with agent specific details. But if they start off asking for a specific agent, upon Queueing against that agent they can later MatchUpdate by adding a service. The MatchUpdate task can only add a service not an agent. But there is something called TransferToUser…where Supervisor can answer the contact and transfer to a specific agent.

Hi Edward, Engagement Designer/worfklow is not storing those messages, as you are guessing they may be stored somewhere in Oceana. You would have to ask this from Oceana Product management team