Genesys Cloud CX

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  • 1.  Call forward to 2 external numbers

    Posted 5 days ago
    Hi All,

    We have a customer hotline that automatically call forward to a external vendor A. We would like to revise the flow to add vendor B so incoming calls to the customer number will send to each vendor in a round robin fashion. Wondering if anyone has done this and can share some info how this is done. Thanks.

    Leslie Fong
    Direct Asia Management Services Pte. Ltd

  • 2.  RE: Call forward to 2 external numbers

    Posted 4 days ago

    I don't know how to do it as a rotation, but here are some additional ideas for splitting up the work:

    - Use a schedule check so that calls in the morning go to vendor A and calls in the afternoon go to vendor B
    - Check the ANI and any calls that start with a certain area code go to Vendor A, all others go to the default/vendor B.

    Nathan Smith
    ConvergeOne, Inc.

  • 3.  RE: Call forward to 2 external numbers

    Posted 4 days ago
    You could also use the new RandomInt function to generate a value between 0 and 9, and send 0-4 to one vendor and send 5-9 to another vendor. This would give you the fairest split.

    peter stoltenberg
    Avtex Solutions, LLC

  • 4.  RE: Call forward to 2 external numbers

    Top 25 Contributor
    Posted 4 days ago
    Just a slight modification to Peter's answer

    Use RandomInt but if you want a 50% split just Random to 1, so that is binary, 0 or 1, if 0 go to A if 1 go to B, rather than dealing with all the numbers in between 0 and 10.
    Or if RandomInt isn't to your liking, use modulo (%) eg Second(GetCurrentDateTimeUtc()) % 2 - this will get the current seconds value of the date time and return either a 0 or a 1.

    Either option will work fine, and you can change the percentage split by changing the Random or % value and then accounting for the extra values
    eg Random 3 - 0-1 go to A 2 go to B. which is effectively a  2/3,1/3 split etc.

    Anton Vroon