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.
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-18-2020 08:49
From: Melissa Bailey
Subject: ACD Timeout
No you can't configure that in the transfer to acd action. Using the in queue flow is the only solution.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 09-18-2020 01:56
From: Aakanksha Goyal
Subject: ACD Timeout
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!
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
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Aakanksha Goyal
Cloudoe BV
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