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  • 1.  No flow when transferring an active call to another queue

    Posted 09-24-2021 08:23
    in architect basically two types of call flows can be created: inbound and in queue. There is a business request to have the same functionality for transferred queue calls. Example: We defined an alternate queue in an inbound callflow when the called queue has a poor staffing. 

    When a call is answered by an agent and needs to be transferred to a different queue we would like to have the same functionality. It seems that each transferred call will be placed directly into that queue without having a chance to have control over it.

    Do you have an idea to overcome?

    Best regards
    Thomas

    #Routing(ACD/IVR)

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    Thomas Kern
    IKEA Deutschland GmbH & Co. KG
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  • 2.  RE: No flow when transferring an active call to another queue

    GENESYS
    Posted 09-24-2021 10:14
    You can select an in-queue call flow on the voice tab of a flow.  It will execute when the agent transfers the call to that queue, until it gets answered by another agent.  Put whatever logic you want in the in-queue call flow to detect poor staffing and if so use a Transfer to ACD action to transfer to the alternate queue.

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    Melissa Bailey
    Genesys - Employees
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    Original Message


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