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  • 1.  Add Prompt When Preferred Agent Does Not Answer in Queue

    Posted 03-11-2026 02:40

    Hello Team,

    We are using Preferred Agent Routing within a queue. When a caller contacts us, we retrieve the appropriate queue name from a data table and route the call to that specific queue. In the Transfer to ACD block, Preferred Agent Routing ensures the call is first offered to the preferred agent. If the preferred agent does not answer or disconnects, the call is then routed to the next available agent.

    Our requirement is: If the preferred agent does not answer or disconnects the call, we want to play a prompt to the caller before handing the call over to the next available agent in the queue.

    Has anyone implemented this or can suggest the best approach in Architect?

    Thanks,
    Zeeshan


    #Architect

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    Rizvi Zeeshan Haider
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  • 2.  RE: Add Prompt When Preferred Agent Does Not Answer in Queue

    Posted 03-11-2026 06:35
    Edited by Rizvi Zeeshan Haider 03-11-2026 23:56

    Hi Zeeshan,

    One approach I think might work is to attempt the preferred agent first in the Inbound Call Flow using Transfer to User. If the agent does not answer within a configured timeout, you could handle the timeout/failure path, play a prompt (e.g., "Your specialist is unavailable, transferring you to the team"), and then transfer the call to the queue using Transfer to ACD.

    Hope this helps.



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Add Prompt When Preferred Agent Does Not Answer in Queue
    Best Answer

    Posted 03-11-2026 07:39

    Based on how Preferred Agent Routing works in Genesys Cloud, I don't believe this can be done natively within a single Transfer to ACD step. Once the interaction is transferred to the queue, the preferred-agent attempt and the fallback to the wider agent pool are handled internally by ACD routing, so Architect does not expose a specific event where you can play a prompt only after the preferred agent does not answer.



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    Alex Sander Felicio
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