When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.  
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

Thank you !  I see the option in the In Queue call flow. 
Question - if implementing the SG option in the In-Queue call flow and Closed hours...will the call register as an ABD after-hrs. ?   Might be best for us to implement on  the Inbound flow.

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.
------------------------------

Original Message:
Sent: 04-14-2021 11:42
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

What does ABD stand for?

You can use the evaluate schedule actions in inbound flows as well, but that won't stop your agents from transferring to a queue.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 04-14-2021 12:27
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Thank you !  I see the option in the In Queue call flow.
Question - if implementing the SG option in the In-Queue call flow and Closed hours...will the call register as an ABD after-hrs. ?   Might be best for us to implement on  the Inbound flow.

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 11:42
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

Sorry..Abandoned (ABD)

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.
------------------------------

Original Message:
Sent: 04-14-2021 12:34
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

What does ABD stand for?

You can use the evaluate schedule actions in inbound flows as well, but that won't stop your agents from transferring to a queue.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 12:27
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Thank you !  I see the option in the In Queue call flow.
Question - if implementing the SG option in the In-Queue call flow and Closed hours...will the call register as an ABD after-hrs. ?   Might be best for us to implement on  the Inbound flow.

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 11:42
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

What I've done for some customers is set up an External Contact using a dummy number in Admin > DID that they can transfer to that points to a flow. You can do a quick schedule check there. Named the contact something like "Internal Transfer to <queue name>. Seems to work well for them.

------------------------------
Erik Skoog
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 04-14-2021 13:01
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Sorry..Abandoned (ABD)

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 12:34
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

What does ABD stand for?

You can use the evaluate schedule actions in inbound flows as well, but that won't stop your agents from transferring to a queue.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 12:27
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Thank you !  I see the option in the In Queue call flow.
Question - if implementing the SG option in the In-Queue call flow and Closed hours...will the call register as an ABD after-hrs. ?   Might be best for us to implement on  the Inbound flow.

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 11:42
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------

The call would show as a flow out, not abandon.  One thing to be aware of, if you do the schedule check in the inbound flow, when the call hits the flow, if an agent is on queue and available, they will get offered the call before the schedule check happens.

------------------------------
Mike Steinke
Inflow Communications
------------------------------

Original Message:
Sent: 04-14-2021 13:01
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Sorry..Abandoned (ABD)

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 12:34
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

What does ABD stand for?

You can use the evaluate schedule actions in inbound flows as well, but that won't stop your agents from transferring to a queue.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 12:27
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

Thank you !  I see the option in the In Queue call flow.
Question - if implementing the SG option in the In-Queue call flow and Closed hours...will the call register as an ABD after-hrs. ?   Might be best for us to implement on  the Inbound flow.

------------------------------
Steven Strom
Financial Industry Regulatory Authority, Inc.

Original Message:
Sent: 04-14-2021 11:42
From: Melissa Bailey
Subject: Transfers to Queue with Scheduling Logic

I can think of 2 ways.

1) You can use an in-queue flow for the queue and check the schedule and/or schedule group inside the in-queue flow.  If it's inactive, transfer to a different queue that's still active, offer the caller a callback, or do something else to get them out of the queue.  Worst case scenario play a message to tell the customer to call back later and disconnect.
https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/
https://help.mypurecloud.com/articles/evaluate-schedule-action/
https://help.mypurecloud.com/articles/evaluate-schedule-group-action/

2) If you can do the transfer using a script instead of the transfer button, you can write a data action that checks the schedule/group and use that in your script to determine whether to allow the transfer.

Option 1 doesn't prevent the transfer, but it lets you do something to avoid having customers wait when no one's going to answer.
Option 2 prevents the transfer but you have to train the agents to not use the normal transfer button.
You could also implement both options if you want.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 04-14-2021 11:11
From: Steven Strom
Subject: Transfers to Queue with Scheduling Logic

When agents conduct an internal transfer to a queue, it bypasses all time of day logic and will queue after-hours.  Any suggestions how to configure transfers to route through the scheduling prior to routing to queue?
#Routing(ACD/IVR)

------------------------------
Steven Strom

------------------------------