From Bright Pattern Documentation
Contents
- Introduction
- Scenario Builder Application
- Scenario Blocks
- Accept
- Add to Calling List
- Answer
- Attached Data
- Collect Digits
- Comment
- Connect Call
- Connect Chat
- DB Execute
- Exception Handler
- Exit
- Fetch URL
- Find Agent
- Get Next Record
- Get Statistics
- 1 Get User Configuration
- Goto
- If
- Internal Message
- Log
- Menu
- Play Prompt
- Record
- Request Callback
- Request Input
- Request Skill or Service
- RightNow Create Object
- RightNow Screen Pop
- RightNow Search
- RightNow Select Account
- RightNow Update
- Salesforce.com Delete
- Salesforce.com Insert
- Salesforce.com Screenpop
- Salesforce.com Search
- Salesforce.com Update
- Save Survey Response
- Self-Service Provided
- Search Directory
- Send Message
- Set Agent State
- Set Disposition
- Set Priority
- Set Prompt Language
- Set Variable
- Start Another Scenario
- Stop Prompt
- Voicemail
- Wait
- Web Screen Pop
- Zendesk Create Object
- Zendesk Screen Pop
- Zendesk Search
- Zendesk Select Account
- Zendesk Update
- Variables and Expressions
- Voice Segment Types
- Scenario Example
Scenario Builder Reference Guide
Get User Configuration
This block obtains one or more of the properties of a user by his username, phone number, email address, or unique identifier and saves them in scenario variables for future use.
Settings
- Title text - The name of the block instance.
- Find user by – The type of the property that will be used to find the user.
- Login ID – Username
- Email address – User’s email address
- Phone – User’s assigned phone extension or default hardphone number
- User ID – 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 – The value of the property that will be used to find the user.
- User properties to return – Select the type of property that you want to use in the scenario and the name of the variable where its value will be stored. Description of the properties below refer to their names as they appear in the Contact Center Administrator application. For more information, see ServicePattern Contact Center Administrator Guide, sections Users, Teams, and Skill Levels.
- First Name – User’s First name
- Last Name – User’s Last name
- Login ID – User’s Username
- Email address – User’s Email address
- Softphone number – User’s Phone extension
- Hardphone number – User’s Default hardphone number
- Team ID – Global unique identifier of the user’s Team in system configuration.
- Team name – Name of the user’s Team.
- Voice Mail Greeting URL – Link to user’s currently selected voicemail greeting.
- Skill – Name of user’s skill from the specified group. This parameter can be used for group-based routing. See description of option Specific skill from variable of the Find Agent block for more information.
- User ID – Global unique identifier of this user in system configuration. 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 description of option Specific agent of the Find Agent block for more information.
Scenario variables can be specified as values using the $(varname) format.