Genesys Cloud - Main

Hi, I have been trying to build a basic call flow in PureCloud and am having some trouble.  The majority of our company's inbound routes go directly to a Queue, with no voice options or recordings.  I'm trying to recreate this in Genesys, but am banging my head on the wall here.  Is this possible?

A call comes in to a DID (inbound route) I want that call to immediately start ringing a Queue.  Then after 30-45 second, I want it to either enter a new queue or end in voice mail.

Any easy way to do this?

Thanks you so much!



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Christina Ross
National Media Calls
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For your inbound flow, use a starting task instead of a menu.  Make sure you clear out the audio in the initial greeting.  Your task will be composed of just a transfer to ACD action (and whatever fallback actions you choose to put in the failure path).

To get the behavior of switching to a different queue or going to voicemail, you will use in-queue flows.  In-queue flows are executed while a customer is waiting in queue.  By default they just play hold music, but you can do other things.  For your case, play the hold music for however long you want to wait, then either use the transfer to ACD action or transfer to Voicemail action.  Every org has a Default In-Queue Flow; you can modify that if you want the exact same behavior for each queue, or create an in-queue flow for each queue for different behavior for different queues.  You can select the in-queue flow to use in the inbound flow's transfer to ACD action, or there's a setting on the Queue page in Admin.

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

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Melissa Bailey
Genesys - Employees
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