Hi, I was wondering what is the best way to do a transfer to mobile. Here is the scenario. We have a support team that need to be "On Call" during evening and weekend with agents on a weekly rotation. How to set the transfer without having to go on Atttendant and change the mobile phone (stop typo errors, easy to update...)? I was thinking a kind of workgroup but we can't transfer ACD call a mobile. Thank you in advance for your help.

Without writing a full custom handler application, likely the simplest method is to create a user called something like "OnCall", set status to Available, Follow-me (be sure use has permission to do this), and configure a list of follow-me numbers for the cell phone routing.

I wrote a nifty little handler for an oncall staff that uses a structured parameter that can be changed anytime you need to. It answers the call, ask for name/reason for call, puts call on hold and then dials the list sequentially. Pretty functional because it allows each tech to anser the call or not.

Hi Robert, Does that handler support different engineers? I have a situation where I have multiple groups of people that are on call, e.g. in IVR I have 4 options each option belongs to a group of 3 to 4 people that are in on and off on standby (1 week on 3 weeks off / 1 week on 2 weeks off) so does your handler deal with that scenario? Thanks

You can just change the schedule to point to different tables referenced by the handler or even better, I could build in a Check In/Out handler that would allow people to tell the system if they are on call or not and then use that list as the call list.

RobertWC Nifty Handler I wrote a nifty little handler for an oncall staff that uses a structured parameter that can be changed anytime you need to. It answers the call, ask for name/reason for call, puts call on hold and then dials the list sequentially. Pretty functional because it allows each tech to anser the call or not.

Hi Robert, Sorry for taking some time to ask you more information re your Handler. I am quiet at work and would like to have a look at creating an handler as you did but I am not really litterate with handlers. Could you please guide me thorugh the first few steps please? Thank you for your time.

The first handler I did, looked up a table and dialed each number in order. The second handler I wrote allowed you to choose between 4 different numbers and replaced the Follow Me number for an On Call user we created. Both are simple when it comes to functionality, but sometimes getting Hander tools to respond as they should is now always quick and easy.

Hello Robert,

I really wanted to how this handler work  to transfer to Mobile in Genesys Cloud. as customer want to if the users are away from system then call goes to External Mobile.

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Vinayak Vagal
SmartConnect Technologies Pvt. Ltd
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Original Message:
Sent: 12-05-2011 16:46
From: Robert Wakefield-Carl
Subject: Transfer to Mobile

The first handler I did, looked up a table and dialed each number in order.

The second handler I wrote allowed you to choose between 4 different numbers and replaced the Follow Me number for an On Call user we created.

Both are simple when it comes to functionality, but sometimes getting Hander tools to respond as they should is now always quick and easy.

Hi Vinayak,

Just so we are clear, PureConnect (formerly known as CIC) is a different product line to Genesys Cloud CX (Formerly known as Pure Cloud and before that OrgSpan.)

Handlers only apply to the PureConnect product, not Genesys Cloud. If you seek advice on setting up and adding functionality to Genesys Cloud, I recommend heading over to the Genesys Cloud CX forum, where I'm sure you will find many people willing to assist!

HTH

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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 06-15-2023 10:42
From: Vinayak Vagal
Subject: Transfer to Mobile

Hello Robert,

I really wanted to how this handler work  to transfer to Mobile in Genesys Cloud. as customer want to if the users are away from system then call goes to External Mobile.

------------------------------
Vinayak Vagal
SmartConnect Technologies Pvt. Ltd

Original Message:
Sent: 12-05-2011 16:46
From: Robert Wakefield-Carl
Subject: Transfer to Mobile

The first handler I did, looked up a table and dialed each number in order.

The second handler I wrote allowed you to choose between 4 different numbers and replaced the Follow Me number for an On Call user we created.

Both are simple when it comes to functionality, but sometimes getting Hander tools to respond as they should is now always quick and easy.