divya.b.prabhu | 2019-06-24 16:37:37 UTC | #1
Calls from IVR reaches a queue, rings on Agents PureCloud for Salesforce CTI. Agent picks up the call, Case automatically pops up on Agents Salesforce screen. Agent wants to transfer the call and selects an IVR queue to transfer the call.
IVR Queue: includes Agents logged into either Salesforce or Internal CRM. Suppose: 'A' queue- Agents using Salesforce 'B' queue: Agents using Internal CRM 'C' queue: Some Agents using Internal CRM and Some agents using Salesforce
You can transfer to either 'A' or 'B' or 'C' queue.
Incase of 'A' queue: Salesforce cases gets transferred with the call . Any Agent picking up the call will get the case also automatically (Out of Box feature exclusively for Salesforce integration - Workspace Transfer)
Incase of 'B' queue: Internal CRM Agent will get the call because they are part of the queue but remember the case is created in Salesforce that getting passed to Internal CRM is something that has to be checked.
Incase of 'C' queue: Agents using Salesforce get both call and case. Internal CRM will only get the call.
IVR has no control during this Transfer to different queue. IVR has control till the Call reaches an Agent and case gets created. But controlling transfer function post the call is released to an Agent, will have to check with Genesys Support.
@Richard.Schott, @Jason_Mathison: Let me know if there is any api or any way to accommodate this change. Once Agent picks up the call , control lost. How to get back the control when again that Agent is transferring the call to other queue to pop up a case in that Internal CRM
divya.b.prabhu | 2019-06-24 11:06:18 UTC | #2
Hello @GenesysCommunity,
Please help with the above request. Transfer to queue and agent picks the call in Salesforce with a automatic case created. And Now agent wants to transfer the case to an internal CRM and this case info in Salesforce should be passed to internal CRM to create a case there. This should happen when the Agent click on transfer. So is there any API to get hold of the call during the transfer event to check for queue transfer and send in some variables.
Thanks @GenesysCommunity !
divya.b.prabhu | 2019-06-25 07:46:53 UTC | #3
Hello @GenesysCommunity,
Please let me know if the below works,
Can we achieve this by using a dummy transfer queue(with no member) for selection by the Agent to invoke the in-queue flow for that queue and get all the call flow attributes and variable to create a new case in the internal CRM and transfer the call to the original queue(with members)
Let me know if this solution would work.
Thanks @GenesysCommunity
divya.b.prabhu | 2019-06-25 07:48:54 UTC | #4
@tim.smith : Let me know if the above solution will work in PureCloud. Meanwhile, I will give it a try.
system | 2019-07-26 07:48:57 UTC | #5
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