Stuck on mapping Zendesk custom fields to Architect IVR attributes during our migration. In Zendesk, we used ticket tags to route calls based on customer tier. I am trying to replicate this by passing the tier as a URL parameter into the Genesys Cloud IVR entry point. The goal is to have the Architect flow read this value and set a user attribute for downstream routing.
- The caller dials the number associated with the Zendesk Voice integration.
- The call bridges to Genesys Cloud via the standard telephony connection.
- The Architect flow starts at the ‘Get Data’ node configured to read the ‘tier’ query parameter.
- The flow attempts to set the ‘customer_tier’ user attribute based on this input.
The issue is that the ‘tier’ parameter arrives as null every time. I have checked the Zendesk side, and the tag is definitely being sent in the redirect URL. The Architect flow logs show the ‘Get Data’ node executing, but the variable remains empty. Is there a specific configuration in Genesys Cloud that strips query parameters from inbound PSTN calls? Or is this a limitation of the Zendesk-to-GC voice mapping? I need to know if I should switch to using SIP headers instead, but I am not sure how to capture those in Architect.