In this Lab, we will go through the tasks that are required to Setup the HTTP Request block on Flow Designer and perform advanced data manipulation.

Table of Contents

Overview

Lab Objective

  • This lab is designed to help you understand Flow Designer and the HTTP Requests within Flow.
  • This lab will get you familiar with reading JSON as a data interchange format within Flow Designer to send information to the Agent desktop.

Pre-requisites

  • You have an assigned POD and Attendee ID (Refer to your Lab Details).
  • You have the customer admin login credentials.
  • You have the calling DNIS.
  • You have the agent’s extension number.
  • Prompt Wav files are uploaded, TEAM, SITE and USER are created.

Control hub: https://admin.webex.com\

Portal: https://portal.wxcc-us1.cisco.com/portal\

Agent Desktop: https://desktop.wxcc-us1.cisco.com/

Mailinator (Can Be Used to Create a New User user@mailinator.com): https://www.mailinator.com/

Lab

Video: Lab 3 - Advanced HTTP Request and Expressions

The following video outlines the process to create a simple flow.

You will use the naming convention of EntryPoint_CL_Lab_<ID> where <ID> is your attendee ID provided. This is to keep a track of all the configuration created end to end.

E.g: If you are attendee 123 you would use EntryPoint_CL_Lab_123

The video serves as a reference. View detailed steps in text below.

VIDEO TIMESTAMPS

00:00 - 04:00 — Overview

04:00 - 18:00 — Step by Step Flow Building and Advanced HTTP Request

18:00 — 21:40 - Troubleshooting & Test the flow

User Role Contents Extension-DN Allotted
Admin admin1pod<POD>@email.carehybrid.com 3001

NOTE: Your <POD> is your POD ID allocated.

Steps

1. Copy out the flow and configure the advanced flow 2

  • Open the Portal > Routing Strategy > Flow page.
  • Copy the existing flow Flow_Lab2_<ID> and edit the copied flow - name it Flow_Lab3_<ID>
  • Edit the flow to go into flow designer.

2. Enhance the existing flow with an authentication piece

  • Drag a play message block, Collect Digits, HTTP Request, Condition Block, 2 more Play message blocks and put them in front of the menu step.
  • Ensure the prompts are plugged in to the play message prompts. welcome, enter_pin, and after the HTTP and Condition, a corresponding success and failure prompt.

Important TIP on the MENU Block

Make all Menu Steps Interruptible by default - This gives callers an option to bypass the prompt. It is a small checkbox on the Menu Step.

In the Menu Block > Advanced Settings > Entry Timeout = Make it 10 Seconds - This gives callers enough time to complete the DTMF (digit) entry.

3. Configure the Collect Digits block

  • Configure the Collect Digits Block to a 5 digits max/min and ensure the timeouts are properly setup.

4. Configure the custom variables and the HTTP Request Block

  • Create 3 Custom variables - mark them CAD variables - with names customer_Name,customer_Email ,customer_Account with labels Name, Email, Account and values of Unavailable OR null - (depends on what you prefer as the default for the agents to see if no info is available in the data dip)

The request we will construct is :

HTTPS GET -> https://5f97898842706e0016957443.mockapi.io/crm/api/customers?pin=18716

  • Use the variable from the CollectDigits1.EnteredPIN variable to inject it in the pin lookup.
  • We will construct it as follows
HTTP Request
GET https://5f97898842706e0016957443.mockapi.io/crm/api/customers

Query Parameters: 
pin with  

with value of the block (recheck your block variable name!) 

The type would be application/json 

The Parse settings would be : 
customerName = $.[0].name 
customerEmail = $.[0].email 
customerPhone = $.[0].phone

Tech-Tip: Here are some practice exercises you can try by going to jsonpath.com

  • Go to https://5f97898842706e0016957443.mockapi.io/crm/api/customers
  • Copy out the JSON into https://jsonpath.com on the left pane.
  • Try out all of these to learn how JSON path works!
Query For Parse statement
All Customers $.*
First Customer $.[0]
Last Customer $.[-1:]
First two customers $.[0:2]
Last two customers $.[-2:]
Second from last $.[-2:-1]
All the names $..name
All the pins $..pin
All the customers who’s pin value is more than 70000 or 80000 $..[?(@.pin > 70000)]
All details of customer with account number $..[?(@.account == "87305901”)].*
Name of customer with account number $.[?(@.account == "70579265")].name

5. Configure the Conditional for Error Check

  • Use the httpBlock.StatusCode variable to check the value retured.
  • Note that the test API does not give a 404 but an empty list [] with a 200 when no match is found. However, this step is just to understand error handling and checking.
  • Use the </> expression check on the condition and play success and failure prompts accordingly.
  • Ensure all the settings per block are entered and properly setup.
  • Validate and Publish the new script, correcting any errors that show up during validation.

6. Point to the New flow in the Routing Strategy

  • Go to the routing Strategy page > Routing Strategy > EP_CiscoLive_<ID>
  • Once the flow is published, configure the Entry Point Routing strategy to point to the new flow Flow_Lab3_<ID>.

7. Verify the flow end to end

  • Verify the new flow end to end by first, logging into the Agent Desktop and going into a ready state.
  • Execute the bewlo Test:
  • Call the Dial number > Enter the 5 digit PIN number > On Main Menu press 2 > call gets connected to agent,

Agent should see all CAD variables (Customer Name, Email, Account Number)

Congratulations! You’re done!

You are now ready to start the next Lab!

Lab 4: Skills Based Routing

Note: If you would like to go back to the HOME PAGE, CLICK HERE

BONUS LABS