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  • 1.  Blind Transfers

    Posted 02-21-2023 12:41
    No replies, thread closed.

    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!


    #Routing(ACD/IVR)

    ------------------------------
    Katie Dodge
    North American Bancard
    ------------------------------


  • 2.  RE: Blind Transfers

    Posted 02-21-2023 14:32
    No replies, thread closed.

    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



    ------------------------------
    Muhammad Zubair Awan
    ------------------------------



  • 3.  RE: Blind Transfers

    Posted 02-22-2023 10:44
    No replies, thread closed.

    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 ?



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    ------------------------------

    Original Message


  • 4.  RE: Blind Transfers

    Posted 02-23-2023 01:07
    No replies, thread closed.

    Hi

    That's probably because you are using hang up action for calls outside Open hours? You may consider Voicemail or Callback option instead but if don't prefer these then you may use Transfer to Flow option and handle the calls in another flow. 

    Cheers
    Zubair



    ------------------------------
    Muhammad Zubair Awan
    ------------------------------

    Original Message


  • 5.  RE: Blind Transfers

    Posted 02-23-2023 05:30
    No replies, thread closed.

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



    ------------------------------
    David Farrell
    Genesys - Employees
    ------------------------------



  • 6.  RE: Blind Transfers

    Posted 02-23-2023 07:57
    No replies, thread closed.

    Thanks David, and I've voted.

    The detail on this idea is exactly what's needed, as using InQueue flow parameters  does avoid calls being presented to a queue but calls traversing the schedule group evaluation, then a prompt, followed by a disconnect step show as abandoned. Going to UAT against transferring to a different endpoint, i.e. dummy queue or group.

    Thanks,



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    ------------------------------

    Original Message


  • 7.  RE: Blind Transfers

    Posted 02-23-2023 08:58
    No replies, thread closed.

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



    ------------------------------
    Katie Dodge
    North American Bancard
    ------------------------------

    Original Message


  • 8.  RE: Blind Transfers

    Posted 02-23-2023 09:38
    No replies, thread closed.

    Katie,

    FYI they only counts one vote per email domain. This is to prevent the bigger customers / partners from gaining an unfair advantage by "stuffing the ballot box" so to speak. They want to work on features with wide appeal, not just those the "Big Boys" want to see ;-)



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 9.  RE: Blind Transfers

    Posted 02-27-2023 11:34
    No replies, thread closed.

    Hi,

    I have also created an idea which you may want to review and vote / comment on.

    https://genesyscloud.ideas.aha.io/ideas/SSA-I-584

    I am suggesting that transfers direct to flows should be possible. This would not only allow for Schedule checks (even complex ones) but also other automation that is often desired.



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



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