Setting Queue Names dynamically in Genesys Cloud

Hi,

is there a way to create a flow to do a DB dip and then assign IVR announcement and Queue and Skill on the fly?

In the Genesys Engage and prior versions, you could call commands similar to RouteDN and pass along the parameters on the fly. This way, instead of having hard-coded flows, you could have one flow where we could assign its IVR, Queue and Skill when the call enters it based on ANI, DNIS and so on. I spent an hour looking for these objects in Architect and cannot figure out where they went. Can someone please help?

Thank you!

Hello Victor. I’m still a rookie with Cloud CX, but if I got it correctly, you have two ways to achieve that goal:

Create an internal data table in Cloud CX
Use APIs for interaction with an external DB as a service, if the DB supports http request or through an intermediate wrapper

At the moment it seems you cannot interact directly with a DB as in Engage, using dap an DB server.

Best,
Gef