Genesys Cloud (formerly PureCloud)

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Can PureCloud check to see if people "are actually on Queue"?

  • 1.  Can PureCloud check to see if people "are actually on Queue"?

    Posted 04-10-2017 14:56

    Hi there. Is there a way for PureCloud to actually check if people are on queue or not for the available option? We just realized this is a major flaw in our call flows.

     

    Problem

     

    For example, we have a customer call in to a queue, but none are available at the time (see reference image attached), yet PC will still send the customer to the queue and literally can be on hold forever! 

     

    We do have the "call back" option, but that doesn't come on until they've been on hold for 2 minutes. BUT what if they chose to keep holding?...

     

    Specific Questions

     

    1. is there a way for PC to recognize "no one" is available and therefore send that call to an operator or directly to voice message? or even try a different Queue?

     

    2. is there a way we can tell PC that if "any call" has been on hold for more than 5 minutes, to immediately send it to the operator or another queue?

     

    This is critical and very important for us now, as we have been using the system for six months and we need to come up with a solution.

     

    Thank you for your help.



  • 2.  RE: Can PureCloud check to see if people "are actually on Queue"?

    Posted 04-12-2017 14:27

    Thanks George, appreciate your response. Where or how can we obtain help on creating this custom functionality? We're not developers. Would this be an easy thing for us to do ourselves?

     

    Anything you can share will be greatly appreciate it. Thank you :-) 



  • 3.  RE: Can PureCloud check to see if people "are actually on Queue"?

    GENESYS
    Posted 04-27-2017 20:02

    Sorry...I took a long time to get back to this.

     

    Here is a graphic of a possible configuration, and I have attached an export of the configuration that you can import into Architect and reconfigure for your environment to test.

     

    SampleInQueueFlow



  • 4.  RE: Can PureCloud check to see if people "are actually on Queue"?

    GCAP Member
    Posted 01-06-2021 16:29
    George I am not able to see your graphic or config

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    Christopher Kaldenberg
    EMS, Inc.
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  • 5.  RE: Can PureCloud check to see if people "are actually on Queue"?

    Posted 09-28-2017 17:48

    Looking for something similar. We have implemented the timed hold music before transfer, though have a question.

     

    Desired affect would be from menu option > offer call into queue 1 > if no one on queue and able to take a call then transfer call to queue 2.

     

    If we set our "in-queue 1 flow" timed hold music to 5 seconds before transferring to queue 2, and someone is available in queue 1, would they be offered the call for their full 20 seconds / 4 rings before the call is then sent to queue 2? Or would the 5 second setting interrupt the call offer in queue 1?