Genesys Cloud - Main

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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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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@Steven Deferme his suggestion is the best and easiest solution for now. We have a future development project we would like to work on that will add Architect Flows into the list of transfer objects (transfer dialog). This will allow an agent to search for a Flow and perform a transfer from the transfer dialog.

Regards,

Jeroen​

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Jeroen Buis
Genesys - Director, Product Management
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Original Message:
Sent: 08-11-2018 16:29
From: Steven Deferme
Subject: Agent Transfer to Call Flow or Route

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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@Jeroen Buis do you have any status on the development on the "Agent transfer to Flow" feature?

I'm working with a big customer who could really use this. We have this capability in the CIC/PureConnect world. There are lots of instances where agents want to transfer to a flow where the call can get the skills, menues, etc we try to design in to meet their requirements.​​ The other suggestions in this thread will work, but just workarounds.

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Greg Beal
ConvergeOne
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Original Message:
Sent: 08-13-2018 04:57
From: Jeroen Buis
Subject: Agent Transfer to Call Flow or Route

@Steven Deferme his suggestion is the best and easiest solution for now. We have a future development project we would like to work on that will add Architect Flows into the list of transfer objects (transfer dialog). This will allow an agent to search for a Flow and perform a transfer from the transfer dialog.

Regards,

Jeroen​

------------------------------
Jeroen Buis
Genesys - Director, Product Management
------------------------------


Original Message:
Sent: 08-11-2018 16:29
From: Steven Deferme
Subject: Agent Transfer to Call Flow or Route

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

@Greg Beal - I'm having a similar issue, unfortunately. On the transfer design you posted here, do you know if that call going all the way out to the pst​n and coming back in as a direct dial cal to hit the flow, or do you think that would be handled internally?

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Dean Thames

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Actually, upon further review, the network classification leads me to believe it's internal. I tried it out and this seems to work pretty well. Hate to soak up a did, but it gets the job done for now.

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Dean Thames

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Original Message:
Sent: 08-21-2018 13:34
From: Dean Thames
Subject: Agent Transfer to Call Flow or Route

@Greg Beal - I'm having a similar issue, unfortunately. On the transfer design you posted here, do you know if that call going all the way out to the pst​n and coming back in as a direct dial cal to hit the flow, or do you think that would be handled internally?

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Dean Thames

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Hello

Not sure if this is helpful but we set up a separate transfer queue, and then set the In-Q  to a flow which transferred to the Inbound flow we wanted to transfer to in the first place.

Then we asked our agents to transfer to the new transfer queue.


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Tom
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Greg, in my test org I just choose a unique extension range and set up the regular expression to match numbers in that range. Since the call stays internal (never goes to the PSTN) when calling a DID number from withing PureCloud, I make up a DID (thus, no need to waste an external DID from the telco) and use the extension as the last 4 digits in the Number Plan.

Something like:



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George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 09-19-2018 06:32
From: Tom Pope
Subject: Agent Transfer to Call Flow or Route

Hello

Not sure if this is helpful but we set up a separate transfer queue, and then set the In-Q  to a flow which transferred to the Inbound flow we wanted to transfer to in the first place.

Then we asked our agents to transfer to the new transfer queue.


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Tom
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