Genesys Cloud - Main

Dear All,

We have two orgs (A and B) sharing a common queue (M1). Our requirement is:

• If all agents in Org A are busy, calls should be forwarded to Org B.

• This forwarding should only happen if skilled agents are available in Org B.

Could you please advise:

1. Is it possible to check the queue status and skilled agent availability between two orgs?

2. If yes, what is the recommended approach to achieve this in Genesys Cloud?

Your guidance and suggestions will be greatly appreciated.

In short, you would have to set up an OAuth Client on Org B (Client Credentials Grant), then set up a Data Action on Org A that uses Web Services Data Actions (instead of Genesys Cloud Data Actions) as the integration and the ClientID and Secret from Org B. The data action can check the queue(s) in Org B for agents On Queue.

There are multiple Community threads that talk about how to check for On Queue agents if you search for them

Dear All,

We have two orgs (A and B) sharing a common queue (M1). Our requirement is:

• If all agents in Org A are busy, calls should be forwarded to Org B.

• This forwarding should only happen if skilled agents are available in Org B.

Could you please advise:

1. Is it possible to check the queue status and skilled agent availability between two orgs?

2. If yes, what is the recommended approach to achieve this in Genesys Cloud?

Your guidance and suggestions will be greatly appreciated.

Thanks George for the info, can you help me to share any link to get more on this or if you can share any web api link for reference would be appreciated.

In short, you would have to set up an OAuth Client on Org B (Client Credentials Grant), then set up a Data Action on Org A that uses Web Services Data Actions (instead of Genesys Cloud Data Actions) as the integration and the ClientID and Secret from Org B. The data action can check the queue(s) in Org B for agents On Queue.

There are multiple Community threads that talk about how to check for On Queue agents if you search for them

Dear All,

We have two orgs (A and B) sharing a common queue (M1). Our requirement is:

• If all agents in Org A are busy, calls should be forwarded to Org B.

• This forwarding should only happen if skilled agents are available in Org B.

Could you please advise:

1. Is it possible to check the queue status and skilled agent availability between two orgs?

2. If yes, what is the recommended approach to achieve this in Genesys Cloud?

Your guidance and suggestions will be greatly appreciated.