Genesys Cloud - Main

Hi - I have agents monitoring lines with very little use - sometimes the PCs will sleep kicking the user off (not sure if that is what is supposed to happen or not).  Is there a way to direct a caller to a VM or different line after waiting a specific time to avoid them sitting in queue?
#ArchitectureandDesign

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Juan Foreman
Mediant Communications
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You want to configure in-queue call flows.  For your case, you'll want to use the Hold Music action set to play for a duration of 2 minutes, followed by the Transfer to Voicemail action.  If you want every queue to have the same behavior, you can just modify the default in-queue flow.  If you want some queues to have different behavior, create individual in-queue flows for those queues and make sure to set them on  queue's configuration page.


https://help.mypurecloud.com/articles/work-with-in-queue-flows/



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Melissa Bailey
Genesys - Employees
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