Genesys Cloud (formerly PureCloud)

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Integrating 2 ORGs | transferring interactions between them!

  • 1.  Integrating 2 ORGs | transferring interactions between them!

    Posted 7 days ago
    Hello people,

    I'll talk a little about my environment,
    I have an Organization (ORG) with some service fronts separated by divisions, with Purecloud2 licensing.
    however, another team will use Purecloud3 licensing, so a new Organization (ORG) was created, because as informed they cannot have these 2 licenses in the same Organization (ORG), but my question is, how can I transfer a call from an Organization ( ORG) to another, how can I integrate these Organizations (ORG)?

    example:
    ORG1 = Time-1, Time-2, Time-3
    ORG2 = Time-4

    Time-1 agent received a call and needs to transfer that call to Time-4.
    #Implementation
    #Integrations
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration

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    Gabriel Galbieri
    Brasil Foods
    BRF SA
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  • 2.  RE: Integrating 2 ORGs | transferring interactions between them!

    Top 25 Contributor
    Posted 7 days ago
    Hi Gabriel

    What are the PC3 license features that they're needing which aren't available to them in PC2?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Integrating 2 ORGs | transferring interactions between them!

    Posted 7 days ago
    Why couldn't you use the digital upgrade for just those users with your PC2 and keep them on the same ORG.  You will need a BI package like Power BI to join daya from two Orgs.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 4.  RE: Integrating 2 ORGs | transferring interactions between them!

    Top 25 Contributor
    Posted 6 days ago
    Hi Gabriel,

    Are these organisations both part of the same network? If so you could potentially tie the two together using a SIP trunk to pass calls back and forth. You would then need to set up a route from each org that identifies the call as "internal" and routes over the SIP.

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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