Genesys Cloud - Main

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Hi

You can check schedule using Evaluate Schedule Group block within In-Queue flow and configure respective call treatment. Make sure your In-Queue flow is associated to the Queue under Voice tab

Cheers

Zubair

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Hi,

Using this method does work, as we utilise the 'evaluate schedule group' within or InQueue flows, but what it does create is an abandoned call against the queue. I guess even if we performed a data action API call, within the InQueue flow, to verify if the corresponding queue is staffed we'd still incur abandoned calls ?

Hi

You can check schedule using Evaluate Schedule Group block within In-Queue flow and configure respective call treatment. Make sure your In-Queue flow is associated to the Queue under Voice tab

Cheers

Zubair

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Katie, you may also want to review/comment/vote on https://genesyscloud.ideas.aha.io/ideas/INB-I-574

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Katie, you may also want to review/comment/vote on https://genesyscloud.ideas.aha.io/ideas/INB-I-574

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Thank you for this, David! I did vote and I shared with my coworkers to vote on as well. 

Katie, you may also want to review/comment/vote on https://genesyscloud.ideas.aha.io/ideas/INB-I-574

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!

Hello.

I wanted to post this out there to see if anyone has run into this, or configured this..

Currently, when a rep blind transfers a call to a queue, they enter the queue name in the blind transfer box. When they release the call, it goes into said queue, but it does not check the schedule. So if the queue is closed, the call sits in queue until someone logs in and goes on queue. 

Is there a way to fix this so whenever a call is transferred to the queue (no matter the time of day) it is checked against that schedule instead of the rep transferring that call to the phone number every time to where the caller has to go through menu options again? What would be needed to configure, or set this up?

Any help would be greatly appreciated. 

Thank you!