Hello Community,

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?

Hello!

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.

HTH

Hello Community,

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?

Hello Paul,

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?

Hello!

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.

HTH

Hello Community,

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?

Hello Paul,

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?

Hello!

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.

HTH

Hello Community,

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?

Hi Sai,

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?

Hello Paul,

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?

Hello!

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.

HTH

Hello Community,

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?

Hello Pauler,

When I try to add it says as Unable to verify the number. 

Hi Sai,

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?

Hello Paul,

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?

Hello!

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.

HTH

Hello Community,

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?

Hello!

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.

HTH

Hello Community,

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?

@Paul Simpson

Forgive 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

Regards

Hello!

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.

HTH

Hello Community,

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?

Pete,

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:

1. Make Flows a selectable target for Agents to transfer to / call.
2. Update Security to allow granular control of which Queues, Flows etc. show up when you search for a transfer target.

Both of these could be done in PureConnect....

@Paul Simpson

Forgive 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

Regards

Hello!

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.

HTH

Hello Community,

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?

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

Pete,

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:

1. Make Flows a selectable target for Agents to transfer to / call.
2. Update Security to allow granular control of which Queues, Flows etc. show up when you search for a transfer target.

Both of these could be done in PureConnect....

@Paul Simpson

Forgive 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

Regards

Hello!

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.

HTH

Hello Community,

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?

Hello Community,

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?

Hello Sai.

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).

Hello Community,

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?

Hello Community,

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?