I recommend prompting in a Task in the Inbound Call flow before doing the initial Transfer to ACD, instead of waiting to prompt after it is already in the queue. If you wait for the In-Queue Call flow, then the prompt will not be heard unless no agents are available in the queue, and thus no opportunity to be transferred to the existing customer queue.
------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------
Original Message:
Sent: 09-16-2019 11:25
From: Jeremy Lee
Subject: In Queue - Prompt for value and wait 10 seconds
That seems to work, one thing I am seeing in my testing is that it already transfers to the queue for that in queue flow, so the queue for that flow was prompted and I pressed "1" for the prompt for data and it then pushed my call to the other queue. Not sure if I can prevent it going to the first queue to start the flow.
------------------------------
Jeremy Lee
Mylo LLC
Original Message:
Sent: 09-16-2019 09:58
From: Jeremy Lee
Subject: In Queue - Prompt for value and wait 10 seconds
Is it possible in an in queue flow to prompt users for a number (example: press 1 for service), and give them 10 seconds to press 1, or continue in the in queue flow? I have 6-7 inbound flows that call this one in queue flow, i was hoping to edit this one in queue flow for this prompt vs the inbounds. In this situation the original inbound calls go to this queue but we want to give the users an option to choose one if they are an existing customer and that pushes them to a different queue.
#ArchitectureandDesign
------------------------------
Jeremy
------------------------------