I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hey Emily,

I'm not sure if this will help, but I did find this article about transferring to external numbers: https://help.mypurecloud.com/articles/transfer-to-number-action/

I'm not sure if it goes into how make sure these external numbers are dialed evenly, but maybe another community member will have an idea on that. 

Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager
------------------------------

Original Message:
Sent: 05-14-2021 21:26
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Thanks, Matt, for the reply. I definitely expect to use the Transfer to Number action. I've come up with a few potential (though cumbersome) ways to get there. I'm hoping to get some bites here and reached out to my CSM for ideas as well, so one way or another I'm hoping to get there.

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 05-18-2021 16:49
From: Matt Lawson
Subject: IVR cycle through transfer numbers

Hey Emily,

I'm not sure if this will help, but I did find this article about transferring to external numbers: https://help.mypurecloud.com/articles/transfer-to-number-action/

I'm not sure if it goes into how make sure these external numbers are dialed evenly, but maybe another community member will have an idea on that.

Cheers!

------------------------------
Matt Lawson
Genesys - Employees
Genesys Community Manager

Original Message:
Sent: 05-14-2021 21:26
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

I would have a table that has a counter and a list of numbers with a key for the type of external transfer.  Read in the counter and the list and then use GetAt from a collection of the numbers and then write back to the table with the number +1 unless it is the same as the number in the collection when you would set it at 0.  If you need the expressions for this, let me know.  You will have to use a data action to write back to the data table.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-14-2021 21:26
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Hi Robert - this sounds like a very promising solution. I've worked with data tables, but not writing back to them - if you don't mind sharing the expressions, I'd sure appreciate it. Thank you!

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Original Message:
Sent: 05-19-2021 08:46
From: Robert Wakefield-Carl
Subject: IVR cycle through transfer numbers

I would have a table that has a counter and a list of numbers with a key for the type of external transfer.  Read in the counter and the list and then use GetAt from a collection of the numbers and then write back to the table with the number +1 unless it is the same as the number in the collection when you would set it at 0.  If you need the expressions for this, let me know.  You will have to use a data action to write back to the data table.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-14-2021 21:26
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------

Attached is a data action to update a table.  You will have to change to your integration and table properties.

Here would be the way to get the phone number:  GetAt(MakeList(Task.NumberList),ToInt(Task.Counter))

You would write back the value of Counter to the data table: If(Task.Counter=GetCount(MakeList(Task.NumberList)), "0", ToString(ToInt(Task.Counter)+1))




------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-19-2021 09:19
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

Hi Robert - this sounds like a very promising solution. I've worked with data tables, but not writing back to them - if you don't mind sharing the expressions, I'd sure appreciate it. Thank you!

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.

Original Message:
Sent: 05-19-2021 08:46
From: Robert Wakefield-Carl
Subject: IVR cycle through transfer numbers

I would have a table that has a counter and a list of numbers with a key for the type of external transfer.  Read in the counter and the list and then use GetAt from a collection of the numbers and then write back to the table with the number +1 unless it is the same as the number in the collection when you would set it at 0.  If you need the expressions for this, let me know.  You will have to use a data action to write back to the data table.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-14-2021 21:26
From: Emily Kammerer
Subject: IVR cycle through transfer numbers

I had an interesting use case presented to me this afternoon and am wondering if anyone has done something similar.

The ask for an inbound IVR that will transfer to external numbers. There will be a pool of numbers that the calls should be cycled through for the transfer (see example below). It's unclear if how many external numbers will be in this pool (at a bare minimum I envision at least 15-20, though it may be much higher) and depending on that I wondered if leveraging a data table for them may be an option. The piece I'm really hoping for advice on how to cycle through the numbers when transferring callers. No specific caller needs to be transferred to any specific number, and all numbers should receive transfers equally.

Example
Caller A ->Transfer to number 111-111-1111
Caller B -> Transfer to number 222-222-2222
Caller C -> Transfer to number 333-333-3333
Caller D -> Transfer to number 111-111-1111
Caller E -> Transfer to number 222-222-2222
Caller F -> Transfer to number 333-333-3333
And so on
#Routing(ACD/IVR)

------------------------------
Emily Kammerer
Ascendium Education Solutions, Inc.
------------------------------