Greg,
If an Agent has to forward a call to another flow (on the same ORG), I think it is best to create a script, and in that script add a Button which invokes the
Invoke Secure Flow action.
This action let's you forward the call to a
Secure Call Flow, which is a type of flow in
Architect.
In such a flow you can forward to an
Inbound Call Flow, using "
Transfer to Flow"
For the Agent to be able to choose which flow,:
- You can either create a
Button in the script for every flow,
- or you can create an
Input field in the script, where the Agent can enter the number. This number can then be passed on as a variable to the Secure Call Flow (Flow.InvacationData), which then decides to which call flow the call must be routed, depending on the number the Agent has entered.
Hope this helps
Steven
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Steven Deferme
Quant ICT
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Original Message:
Sent: 08-10-2018 17:12
From: Greg Beal
Subject: Agent Transfer to Call Flow or Route
Does anyone have an idea how to configure an easier way for an agent to transfer a call to a Call Flow?
We can do this in PureConnect/CIC where you allow agents to transfer to an Attendant Profile. Need a capability like this in PureCloud.
I've got three different Call Routes setup in the PureCloud ORG that I want agents to be able to transfer to now. The only address you can give these Routes is a full E.164 address. I don't want the agents to have to type in that full 10-digit DID to transfer to that Flow. They would be okay with dialing the 4-digit extension number they had before PureCloud on their old Avaya system.
I tested and found I can setup a number plan with regex expression for the 4 digits that normalizes to the full 10 digit number. But do I need to create a number plan for each of the three call routes? Is there a better way to do this? See my screen shot below.
Thanks for any help.
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Greg Beal
ConvergeOne
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