CRM Template XML - Multiple ReportCall scenarios in call journaling

[Jin Sheng]

Hi folks,

Wondering if I can create multiple ReportCall scenarios(of course with diff names) to be used as Next Scenario? this would help to call different endpoints to retrieve information for next scenario. This use case is specific to call journaling as i need to use the [Agent] extension but this variable does not appear in the GetContactData scenario and the only way i can retrieve it is through call journaling. How can that be achieved?

 

[edossantos]

There is only 1 ReportCall scenario. You can chain more scenarios to be executed in sequence, using the Next attribute in the Output element. You can check the standard templates we provide to understand how you can do this. For example, in Salesforce we have the ReportCall scenario which searches the user having the extension that received the call, and then it calls the CreateCallActivity scenario to actually create the activity in the CRM.