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OVERVIEW:

  • The 'Contact Card' activity allows you to show the Contact name and number of the caller in the 'Oracle Service Cloud'.If the contact is not available then you can show 'UNKNOWN' or anything else as the name.

      

  • After opening the 'Contact Card' activity, you will get the below configuration panel.

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Default Configuration Parameters:

  • Name : The name of the Caller to be displayed in the 'Oracle Service Cloud'.
  • Phone Number: the number of the caller. 


HOW IT WORKS:


A Simple Example to configure the 'Contact Card' activity in PopFlow Studio.

  • Select the 'Contact Card' activity from 'Activity Sidebar'.
  • Click on 'Contact Card' activity to open and configure the 'Contact Card' activity.
  • Enter the name inside the 'Name' field which you want to display on the 'Oracle Service Cloud'.
  • Enter the caller number inside the 'Phone Number' field which you want to display on the 'Oracle Service Cloud'.
  • For example, If we have an incoming call, then we will use the 'Get Data' activity for getting the contact information based on the caller phone number and will display the name of the caller in the 'Oracle Service Cloud'. If we didn't find any contact then we will display the 'UNKNOWN' as a name.
  • To configure the 'Get Data' activity please refer to the 'Get Data' documentation to configure the activity.

...

  • On the 'SINGLE' button, we will show the caller name in the 'Oracle Service Cloud'. The configuration of the 'Contact Card' activity on the 'SINGLE' match button is shown below.
  • NOTE that when using the Interaction Variable’s value within other Activity logic, the variable will be contained by curly braces. ANI must be contained by curly braces {}, the ANI variable contains the active caller phone number.

      

  • On the 'NO MATCH' button, we will show 'UNKNOWN' in the 'Oracle Service Cloud'.The configuration of the 'Contact Card' activity on the 'NO MATCH' button is shown below.

      



After executing the workflow below Changes will be shown in the Oracle service cloud.

  • If the contact is already created with the caller phone number. Then the below changes will be shown.

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  • If the contact is not available. Then the below changes will be shown.

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