Genesys Cloud - Main

When agent blind transfer voice interaction to same queue will the customer experience in queue call flow or only hold music?

Example Scenario:  Once a call reaches the IVR and an agent answers it, if the agent performs a blind transfer to the same queue, the customer hears only hold music by default. Even though we have assigned an in-queue flow, the customer hears the default hold music instead of the in-queue experience.

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Bhagyasree Seera
CTI Engineer
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Hello Bhagyasree, 

I believe this is all dependent on how you have it built in Architect. In-queue flows can also have hold music. I am no architect expert so I will defer to the community for solutions and advice. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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When a voice interaction is blind-transferred directly to a queue the In-Queue Call flow assigned to that queue will run. If no In-Queue Call flow is configured on the queue then the Default In-Queue Call flow will run.

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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