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Transfer Call to Queue from Desk Phone

  • 1.  Transfer Call to Queue from Desk Phone

    Posted 10-11-2018 12:14

    Our customers can be a little impatient at times. Instead of waiting for the next available agent, requesting a callback, or leaving a voicemail (all options they're given), they'll sometimes hang up, call back, and bother our Sales and Accounting teams.

    In these instances, our Sales/Accounting team would need to transfer the call back to Support (putting that customer back at the end of the line because they don't seem to understand how this works...). However, these two teams exclusively use desk phones, not the PureCloud app/site.

    We would like for these teams to be able to send calls to our Support queue but since we can't assign Extensions to queues (as far as I can see), how do we accomplish this? Is this even possible?



  • 2.  RE: Transfer Call to Queue from Desk Phone

    GENESYS
    Posted 10-11-2018 12:17
    I use a Regular Expression Match Type number plan to convert the extension into the DID, which keeps the call internal and routes through the associated flow.

    Convert extension to DID

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    George Ganahl
    Principal Program Manager
    Genesys
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