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  • 1.  Call Routing to Agent Before caller enters Data

    Posted 12-05-2019 10:30
      |   view attached
    No replies, thread closed.
    ​We recently added the option to prompt the callers to take a post call survey. If they opt in we collect their phone number.

    Today while making several test calls, I'm being routed to an agent while I'm entering my call back number.

    The routine for this is in the in-queue call flow and I have attached a screen shot of the flow.

    I would not have thought what is occurring is even possible, but I am new to Pure Cloud.

    What is causing this and how do we stop it?

    Thanks
    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
    ------------------------------


  • 2.  RE: Call Routing to Agent Before caller enters Data

    Posted 12-05-2019 16:36
    Edited by George Ganahl 12-09-2019 09:28
    No replies, thread closed.
    You have to gather any data in the Inbound Call flow, before using the Transfer to ACD action. Once the call is in the In-Queue Call flow, it is in the ACD Assignment process and transfers to an agent as soon as one is available, no matter what you have configured in that flow.

    So, move your functionality pictured above into a Task in the Inbound Call flow and call it the same way you are currently calling your Transfer to ACD currently. Add the Transfer to ACD in this new task after you are finished gathering the data.

    ------------------------------
    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: Call Routing to Agent Before caller enters Data

    Posted 12-09-2019 08:57
    No replies, thread closed.
    Thanks George. I was afraid this was the issue.​

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    PureCloud Go Live: 7/2019
    ------------------------------

    Original Message


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