Genesys Cloud (formerly PureCloud)

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Group ring - not responding

  • 1.  Group ring - not responding

    Top 25 Contributor
    Posted 09-13-2020 23:47
    I've got an inqueue flow that tries a transfer to a group every few minutes.  However I was noticing that some calls end up stuck in limbo after a period of time.

    Turns out after raising a case that what happens is any member of the group that doesn't answer the call, ends up being marked as not responding essentially so won't get delivered subsequent calls - even if a new call comes in.  Because these are communicate users only they don't get the not responding popup and so can't go "back on queue" as there's no actual queue to go back on.

    The response from support was "don't transfer to a group from an in-queue flow".  But the action is provided in the in-queue flow to specifically do that.

    Anybody come across this or can think of some way to help with this please?
    #AskMeAnything(AMA)
    #Implementation
    #Routing(ACD/IVR)
    #Telephony

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    Vaun McCarthy
    NTT New Zealand Limited
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