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  • 1.  Transfer Voice interaction to Chat Queue

    Posted 03-29-2019 08:48
    Hello All, 

         Other than retraining, is there any way to keep an agent from calling, or transferring a voice interaction to a Chat only queue? I do not see any way to lock this down to only receive chats, and not voice.
    #SystemAdministration

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    Angelia Harper
    Avtex
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  • 2.  RE: Transfer Voice interaction to Chat Queue

    GENESYS
    Posted 05-08-2019 14:46
    Hi @Angelia Harper,

    We are trying something new in the community. We are answering community questions in the form of a show. In our pilot episode, your question above is discussed. Check out the video to see what our expert had to say and let us know if you still have any questions or thoughts on the format.

    https://community.genesys.com/viewdocument/purecloud-community-qa-show-pilo

    Cheers,

    Matt​

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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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    Original Message


  • 3.  RE: Transfer Voice interaction to Chat Queue

    GENESYS
    Posted 05-23-2019 11:11
    Hi - 
    As you mention this is a Chat only queue the immediate idea would be to name the queue something like "Chat - <QUEUE>" to provide an agent visibility and reduce this from happening. At the queue level you could also have a default flow in case calls were inadvertently transferred there.


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    Don Huovinen
    Genesys - Employees
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    Original Message


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