A place to ask questions, connect with others, and stay in the know
When transferring a call from one queue to another, we are facing some issues. The available options are transfer to User, Queue and External Contact. We want to transfer to another queue but also want to check the Scheduling group before transferring. For that we need to create a separate call flow and assign another DID number. and we can't assign a 5 digited number to the queue. Is there any possibility for transferring a call to another queue and also checking HOO and increasing priority? While transferring will it consider only availability of queue members or the logic also we set in the call flow with priority?
This is a gap that many folks have experienced and commented on. The "fix" most people use is to provision a munch of "external" numbers that are not publicly routable (so (555)555 xxxx) and attach those to Call Routes and ultimately flows. Then create External Contacts for those numbers and have agents use the External Contact.
Alternatively, if you use a button in the script to transfer, you can transfer to a flow (I will dig out the way you format the target, although someone else may beat me to it) but that limits the number of destinations you can practically display.
There are a couple of Ideas out there around this, here and here, which I suggest you review and add your support to.
I tried by adding external contacts, but it's not allowing DID numbers. Is it only for personal numbers? If, we can add TFN how do we do that? Also could you please provide any detailed steps for the scripting?
We use the script buttons to route to a set of "fake numbers" that go to corresponding inbound flows "internal transfer" and from there to the queues
We use "dummy" number in External Contacts (see example below), and attach those to call routes.What exactly happens when you try to add a "dummy" DID to external contacts?
When I try to add it says as Unable to verify the number.
The number you used failed because it did not follow NXX rules. The first digit of the area code cannot be a 0 or 1 in North America.
@Paul SimpsonForgive me I have not made the time to try an idea we had, was wondering if this was something you tried Create an in-queue call flow that has "check Schedule" or Check schedule Group, and set that to In-Queue Flow for Voice, of the queue?
Our theory is that when a call is manually transferred to the Queue, it would use that flow, check schedule, and than take action accordingly. Understanding this is not an ideal solution for Sai, as the transfering agent loses control of the call, BUT, is a big help when a call is transferred to a queue that is NOT scheduled to be Staffed.Just brainstorming out loud, Hope to test this sometime soon
That certainly should work as well, however there are other Inbound Call Flow automation activities that many folks want / need to use that cannot be performed in an In Queue Flow.
Now, what I have heard of people do is to create "Dummy" Queues that you transfer to, that immediately transfer to an inbound flow, but then you run into the issue of Agents not always transferring to the correct Queue.
Overall, however, I believe that Genesys need to:
Both of these could be done in PureConnect....
Hi Paul,Thanks for the feedback, greatly appreciated it! Completely understand missing function/feature in "InQueue Call FLow" honestly I was surprised to see "Find Schedule & "Find Schedule Group"Always appreciate your insight! So in the last couple years how often have your heard or said: "This can be done in PureConnect" ?lol
If I had a penny... 😂
Seriously, though, it highlights what (to me) seems to be a serious failing in the Roadmap prioritizing. Genesys have announced EOL for PureConnect. Obviously, they want to retain that existing customer base and want them to migrate to Genesys Cloud. Unfortunately (for Genesys) I'm seeing many customers using the opportunity to evaluate their options and some may well decide to leave.
Nobody enjoys moving platforms and it's bad enough when it's your business that makes the choice. In this case, however, Genesys are forcing the move, so they really need to make it as painless as possible. No having features available that are relied upon is not the way to do this!
What I cannot understand is that the Ideas site is full of requests for these types of thing, with lots of engagement from the customer and partner bases, yet they seem intent to give preference requests that were internally generated and have shown little or no interest from the user base. A good example of this is the recent "upgrade" to the Architect UI.
I could start giving a list of examples, but I'm sure we could all think of at least a dozen!
You can transfer the call directly to a flow without the use of a number. You can create an external contact for the agent to use for the transfer, but in the telephone number field (work), you enter the name of the flow followed by @localhost. For example, if you have a flow called Team_A_Flow, the external contact would be configured in the telephone number field as "Team_A_Flow@localhost". If you have any spaces in the flow name, the spaces need to be replaced with %20. We had to do a bunch of these for the same reasoning (xfer to queue bypasses scheduling, etc).
That was the formatting I was referring to - you saved me having to look it up! I wasn't aware that you could put it in an External Contact - I've only seen it in Scripts - good to know!
One quick question, do you happen to know what the DNIS / ANI look like when you transfer / call like this? I only ask because some of our customers have flows that need to distinguish between new calls and transfers in the flow, so that they can prioritize one over the other (as well as a myriad of other things.) I guess I could set up a test, but you may know the answer off the top of your head 😉
There is an option to create an In-queue Flow and configure it under the voice media for the targeted queue (see the screenshot). In the In-queue flow you have the actions Set Priority, Evaluate Schedule, etc ... Give it a try.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.