Genesys Cloud (formerly PureCloud)

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ACD Timeout

  • 1.  ACD Timeout

    Posted 09-18-2020 01:57

    Hi All,

    I have been trying to find a simpler way to configure ACD Routing with Timeout within Architect, but unable to do so until now.
    I am trying to achieve the following-

    1. The call has been transferred to Queue A at a certain point.
    2. If the call remains in Queue for more than say 30 seconds, I would like to Escape this queue and send the call to a Queue B.

    Does anyone know if there is any Timeout Configuration parameter in the Transfer to ACD block or somewhere else?

    The only way I could think of achieving this is having a duration check in the In Queue flow and then transfer it out again once we hit the threshold.

    Thanks in Advance!


    Aakanksha Goyal
    Cloudoe BV

  • 2.  RE: ACD Timeout

    Posted 09-18-2020 08:50
    No you can't configure that in the transfer to acd action.  Using the in queue flow is the only solution.

    Melissa Bailey
    Genesys - Employees

  • 3.  RE: ACD Timeout

    Posted 09-18-2020 09:31
    In the In-Queue Call flow you can set the hold music to play for 30 seconds, then use a Transfer to ACD to send it to another queue.

    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant