Genesys Cloud - Main

Hi all,

In the legacy system there was a solution for onCall users to set themselves onCall by dialing to a flow and entering their passcode followed by typing an option e.g. press 1.

This process would setup a variable on the onCall flow to forward calls to the "N" user.

I'm wondering if such solution or even something simpler would be available in Genesys Cloud.

The goal is for the onCall users to set themselves onCall by selecting such option in an IVR menu.

Thanks in advance for the replies.

#ArchitectureandDesign

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Thiago Mendonca
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Hello Thiago,

That certainly does sound like an interesting setup. I'm not aware of anything available like that out of the box but maybe someone from the Community has a similar setup and can share how they accomplished it.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Thiago,

Relatively straight forward with the use of a data table. You can update specific a specific row by the use of a data action for a specific key.

The on call flow can then pick up the values required from the data table, such as the number to call.

Only downside to this approach for on call is the outbound CLI is the ANI that is passed through unless the trunk is set to site/trunk, with no way to use a number plan to select a different outbound trunk due to the number plan categories not being respected by the 'transfer to number' architect processing. This means the on call person is not able to distinguish the call differently from regular callers, which we found on call people usually prefer. 

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Kevin Young
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Our setup is very similar to Kevin's suggestion - we use a data table to store the oncall names and numbers and another one for a pin code.

The oncall person calls the inbound number and interrupts the IVR with a secret menu option (such as #), enters the pin code and accepts the caller's number for oncall (using the interaction's call.ani) or the option to enter a different number or select a name from the data table using voice recognition.

This works perfectly for us. We're also happy with the way it transfers the customer's call using the ani, as it's easier to call the customer if necessary.

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Tim Speakman
Tech Support Engineer
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Hi Theo,

Yes, we have that in Genesys Cloud as well - A solution for onCall users to set themselves onCall through an IVR menu
1. Users can dial into a specific flow and enter their passcode, followed by selecting an option (e.g., pressing 1) to activate themselves.
2. This process sets a variable on the onCall flow to forward calls to the user.

And as Kevin mentioned, it can also be achieved using Data Tables.

FYI: Data tables allow you to store and manage configuration data, which can be used within Architect flows.

You can set up a data table to store the onCall status of users and use it to route calls accordingly. You need to factor in other config requirements as well.

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Ashiesh Sharma
BT plc
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Hi,

I do not have a solution but am interested in the community providing insight on this use case.

Thanks

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Heena Patel
Project Manager
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