Genesys Cloud - Main

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

If you do not want to consider sending the call to an Inbound Call flow or Secure Call flow first when an agent transfers to a queue, then you are kinda stuck with no guarantee of using the logic in the In-Queue Call flow...

If all the agents go Off Queue in an emergency, a check for that condition should work.


------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-24-2020 13:29
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

I'm guessing the only way to have transfers go through an inbound flow first is to have the agents transfer to a number rather than queue?  The queue configuration UI  can only take an inqueue flow.

Will transfers to a number keep the conversation segments together?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 07-24-2020 14:55
From: George Ganahl
Subject: Best practice for queue hours logic?

If you do not want to consider sending the call to an Inbound Call flow or Secure Call flow first when an agent transfers to a queue, then you are kinda stuck with no guarantee of using the logic in the In-Queue Call flow...

If all the agents go Off Queue in an emergency, a check for that condition should work.


------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 13:29
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

You can create a new in queue flow, with hours of operation to handle transferred calls.  We have this issue all the time when business units that are open transfer to queues that are closed.  you can then assign this call flow on the queue level in admin. So you will have one in queue flow for calls that route via architect and one that handles transfers.

The below in queue flow handles calls transferred internally.



------------------------------
Michael McQuaid
AdaptHealth LLC
------------------------------

Original Message:
Sent: 07-24-2020 15:14
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

I'm guessing the only way to have transfers go through an inbound flow first is to have the agents transfer to a number rather than queue?  The queue configuration UI  can only take an inqueue flow.

Will transfers to a number keep the conversation segments together?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 14:55
From: George Ganahl
Subject: Best practice for queue hours logic?

If you do not want to consider sending the call to an Inbound Call flow or Secure Call flow first when an agent transfers to a queue, then you are kinda stuck with no guarantee of using the logic in the In-Queue Call flow...

If all the agents go Off Queue in an emergency, a check for that condition should work.


------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 13:29
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Thanks Michael

Yep, that's what I had looked at but the problem is if agents are on-queue for those queues - they'll get the call without it going through this in-queue flow first.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-12-2020 13:45
From: Michael McQuaid
Subject: Best practice for queue hours logic?

You can create a new in queue flow, with hours of operation to handle transferred calls.  We have this issue all the time when business units that are open transfer to queues that are closed.  you can then assign this call flow on the queue level in admin. So you will have one in queue flow for calls that route via architect and one that handles transfers.

The below in queue flow handles calls transferred internally.

------------------------------
Michael McQuaid
AdaptHealth LLC

Original Message:
Sent: 07-24-2020 15:14
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

I'm guessing the only way to have transfers go through an inbound flow first is to have the agents transfer to a number rather than queue?  The queue configuration UI  can only take an inqueue flow.

Will transfers to a number keep the conversation segments together?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 14:55
From: George Ganahl
Subject: Best practice for queue hours logic?

If you do not want to consider sending the call to an Inbound Call flow or Secure Call flow first when an agent transfers to a queue, then you are kinda stuck with no guarantee of using the logic in the In-Queue Call flow...

If all the agents go Off Queue in an emergency, a check for that condition should work.


------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 13:29
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

You can put a button in the Script which transfers to a Secure IVR flow, and that can have your logic to decide whether to transfer to queue or do something else. You don't have to actually do any Secure functionality.

I showed an example a while back in one of the Q&A shows, and there should be a post or two on it that I am not taking time right now to search for :-)

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-24-2020 15:14
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

I'm guessing the only way to have transfers go through an inbound flow first is to have the agents transfer to a number rather than queue?  The queue configuration UI  can only take an inqueue flow.

Will transfers to a number keep the conversation segments together?

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 14:55
From: George Ganahl
Subject: Best practice for queue hours logic?

If you do not want to consider sending the call to an Inbound Call flow or Secure Call flow first when an agent transfers to a queue, then you are kinda stuck with no guarantee of using the logic in the In-Queue Call flow...

If all the agents go Off Queue in an emergency, a check for that condition should work.


------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 13:29
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Thanks George

The issue I have is that agent transfers to a queue will only ever use an in queue call flow.  So that's the only place I can check hours, emergency.

Also I need regular checks in case the queue has closed or gone into emergency status while a call was queued.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 07-24-2020 10:20
From: George Ganahl
Subject: Best practice for queue hours logic?

Anything you want to check for every call before transferring to an agent must be done in the Inbound Call flow. The In-Queue Call flow is not touched if a qualified agent is available, and also the call will immediately transfer to an agent from the In-Queue Call flow if an agent comes available. The In-Queue Call flow menu or hold music or other logic continues while the call is alerting the agent (if not set for auto-answer), which can get real confusing if your flow logic transfers the call away before the agent picks up.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 07-24-2020 01:52
From: Vaun McCarthy
Subject: Best practice for queue hours logic?

Hi guys

What are your practices for where you're putting queue emergency/hours logic?  I am intending to have this checked at the IVR level but again within the in-queue flow.

However what I'm unsure of is how the in-queue flow will happen.  If an agent is logged in and on-queue/idle I'm suspecting they will potentially have a call delivered before the logic would be checked.

#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------