PureEngage Cloud

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Hi Alex,

I'll see if I can find the correct reference to routing services for you and update the document. I apologize for this inconvenience.

------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories
------------------------------

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Hello Alex,

It sounds like you want to set up a Global Favorite.  This document steps you through:

Documentation:PSAAS:Administrator:AgentSetupArticalFavorites:Public - Genesys Documentation

Genesys		remove preview
Documentation:PSAAS:Administrator:AgentSetupArticalFavorites:Public - Genesys Documentation As a contact center administrator, you can create and maintain Global Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator in Agent Desktop or the Gplus Adapter. View this on Genesys >

------------------------------
Paul Rapoza
Genesys - Employees
Professional Services Project Manager
------------------------------

Original Message:
Sent: 09-20-2018 06:42
From: Matthew West
Subject: How To Transfer a Call To an Agent Group

Hi Alex,

I'll see if I can find the correct reference to routing services for you and update the document. I apologize for this inconvenience.

------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Hi Paul,

That is actually where I started. After doing that exact example, I realized I couldn't call the skill (screenshot below where i followed the Dutch example). I did the same thing with an Agent Group. I have a screenshot below illustrating the skill "Senior" and an agent Group called "Seniors" that contains agents skilled with the 
aforementioned skill. I did more research and thought the conclusion was to develop a routing based strategy, but couldn't find resources on how to do that. Perhaps I am wrong and it is easier than I think.




------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Original Message:
Sent: 09-20-2018 09:48
From: Paul Rapoza
Subject: How To Transfer a Call To an Agent Group

Hello Alex,

It sounds like you want to set up a Global Favorite.  This document steps you through:

Documentation:PSAAS:Administrator:AgentSetupArticalFavorites:Public - Genesys Documentation

Genesys		remove preview
Documentation:PSAAS:Administrator:AgentSetupArticalFavorites:Public - Genesys Documentation As a contact center administrator, you can create and maintain Global Favorites, which are contacts and internal targets that your agents can access quickly in the Team Communicator in Agent Desktop or the Gplus Adapter. View this on Genesys >

------------------------------
Paul Rapoza
Genesys - Employees
Professional Services Project Manager

Original Message:
Sent: 09-20-2018 06:42
From: Matthew West
Subject: How To Transfer a Call To an Agent Group

Hi Alex,

I'll see if I can find the correct reference to routing services for you and update the document. I apologize for this inconvenience.

------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Alex, I have updated the Documentation:HTCC:IWWDep:EnablingComms:8.5.2 - Genesys Documentation  topic. I have removed the reference to Genesys Universal Routing and replaced them with Genesys Designer. Designer is the tool to use to create strategies.

------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories
------------------------------

Original Message:
Sent: 09-20-2018 06:42
From: Matthew West
Subject: How To Transfer a Call To an Agent Group

Hi Alex,

I'll see if I can find the correct reference to routing services for you and update the document. I apologize for this inconvenience.

------------------------------
Matthew West
Staff Technical Writer
Genesys Laboratories

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Create a Global Favorite, for 'Agent Group'  using a 'VAG_Billing'(or what your naming convention is) for the object. This will drop the call into to the queue for the next available agent.

This is assuming you are using Agent Setup.  Can be done in GAX also, but it is just a different process.

I hope this helps.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
------------------------------

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Hey Byron,

I added the Virtual Agent Group (through Agent Setup) and I still don't see the option to call [picture below]. I simulated a call that I wanted to drop back into the existing queue, but don't see the option available.

Any confrontational option you think I need to add?

I appreciate everyone's input.



------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Original Message:
Sent: 09-20-2018 11:24
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

Create a Global Favorite, for 'Agent Group'  using a 'VAG_Billing'(or what your naming convention is) for the object. This will drop the call into to the queue for the next available agent.

This is assuming you are using Agent Setup.  Can be done in GAX also, but it is just a different process.

I hope this helps.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

I am just spit balling here, but could this be the issue.

To transfer calls you have to have a routing point. 

Contact center Settings\Desktop Options\Voice


Your screenshot looks like the option has not been available.




------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
------------------------------

Original Message:
Sent: 09-20-2018 11:42
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

Hey Byron,

I added the Virtual Agent Group (through Agent Setup) and I still don't see the option to call [picture below]. I simulated a call that I wanted to drop back into the existing queue, but don't see the option available.

Any confrontational option you think I need to add?

I appreciate everyone's input.



------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD

Original Message:
Sent: 09-20-2018 11:24
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

Create a Global Favorite, for 'Agent Group'  using a 'VAG_Billing'(or what your naming convention is) for the object. This will drop the call into to the queue for the next available agent.

This is assuming you are using Agent Setup.  Can be done in GAX also, but it is just a different process.

I hope this helps.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

That is correct. From my original post : "From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this."

So now that we are on the same page, how do I go about developing a routing point that executes this particular task? I understand what to do if the routing point is a number, but how can I treat it exactly as you described and " [...] drop the call into to the queue for the next available agent." I can't find much documentation on it, which is why I came here. Perhaps the solution is easy enough and you could explain it, if it isn't too much trouble.

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Original Message:
Sent: 09-20-2018 11:56
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

I am just spit balling here, but could this be the issue.

To transfer calls you have to have a routing point.

Contact center Settings\Desktop Options\Voice


Your screenshot looks like the option has not been available.




------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-20-2018 11:42
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

Hey Byron,

I added the Virtual Agent Group (through Agent Setup) and I still don't see the option to call [picture below]. I simulated a call that I wanted to drop back into the existing queue, but don't see the option available.

Any confrontational option you think I need to add?

I appreciate everyone's input.



------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD

Original Message:
Sent: 09-20-2018 11:24
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

Create a Global Favorite, for 'Agent Group'  using a 'VAG_Billing'(or what your naming convention is) for the object. This will drop the call into to the queue for the next available agent.

This is assuming you are using Agent Setup.  Can be done in GAX also, but it is just a different process.

I hope this helps.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------

Alex,

First let me apologize, after my last post I reread you post and saw that you did not have a transfer routing point.

We built our system three years ago.  Things may have changed.

• For transferring calls we have an
  1. Application
  2. Routing Point 
  3. SCXML Script

• Here is the frustrating part, I can build 1 and 2, but Genesys has told me that we cannot build SCXML type scripts.

So unless the process has changed or you have permissions to build SCXML scripts.  You will need to put a request in to Customer Care I am guessing.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp
------------------------------

Original Message:
Sent: 09-20-2018 12:09
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

That is correct. From my original post : "From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this."

So now that we are on the same page, how do I go about developing a routing point that executes this particular task? I understand what to do if the routing point is a number, but how can I treat it exactly as you described and " [...] drop the call into to the queue for the next available agent." I can't find much documentation on it, which is why I came here. Perhaps the solution is easy enough and you could explain it, if it isn't too much trouble.

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD

Original Message:
Sent: 09-20-2018 11:56
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

I am just spit balling here, but could this be the issue.

To transfer calls you have to have a routing point.

Contact center Settings\Desktop Options\Voice


Your screenshot looks like the option has not been available.




------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-20-2018 11:42
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

Hey Byron,

I added the Virtual Agent Group (through Agent Setup) and I still don't see the option to call [picture below]. I simulated a call that I wanted to drop back into the existing queue, but don't see the option available.

Any confrontational option you think I need to add?

I appreciate everyone's input.



------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD

Original Message:
Sent: 09-20-2018 11:24
From: Byron Nelson
Subject: How To Transfer a Call To an Agent Group

Create a Global Favorite, for 'Agent Group'  using a 'VAG_Billing'(or what your naming convention is) for the object. This will drop the call into to the queue for the next available agent.

This is assuming you are using Agent Setup.  Can be done in GAX also, but it is just a different process.

I hope this helps.

------------------------------
Byron Nelson
Customer Ops System Administrator
OGE Energy Corp

Original Message:
Sent: 09-19-2018 18:37
From: Alex Santos
Subject: How To Transfer a Call To an Agent Group

I am currently trying to implement a solution in which I have found several answers for, just not specific to PureEnggage Cloud. I used the link below and followed the directions to try and add a way for agents to transfer a call to an agent group. The solution eventually says "Use Genesys Universal Routing" at which point, I am not sure what to do.
https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms#inline-5

The idea of what I am trying to do is easy:
A customer calls in and is speaking to a rep. Turns out the customer needs to be transferred to our Billing Group so I want to be able to add a favorite where the agent can send the call to the specific Billing Agent Group. Just an example, but the idea is to have the agent transfer the call after it has been delivered from the IVR to an agent group. The agent does not have to then find an available agent in Billing, they can just direct the call to the agent group and the call can then be distributed to Ready agents.

From reading, I understand I have to develop a routing strategy using routing points. However, I can't find any documentation that details how to achieve this.

Any help is much appreciated. I understand it is a basic request but would be exceptionally helpful for our Contact Center.

Thank you
#Other/NotSure

------------------------------
Alex Santos
East Bay Municipal Utility District – EBMUD
------------------------------