Genesys Cloud - Main

Good morning Community:

Usually, when an agent make a transfer from a queueA to a queueB, the call arrives to an agent that is a memeber of a queueB but with the Script that was set the first time the interaction arrived in queueA. Is there any configuration we can set in order to make the queueB default script assigned to that interaction when an agent of the queueB answers that transfered interaction?

Thank you,
#Unsure/Other

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
------------------------------

Transfer the call to an Architect flow instead of directly to the other queue (I use a button in the first script to transfer to a Secure IVR flow, no return to the agent, and instead of performing the secure functionality I use that flow to transfer to the new queue with the script and other settings I want).

If you search through the Community, I did a Q&A video session on it and also posted on a couple of threads.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-08-2020 09:39
From: William Martín Chávez González
Subject: Change the script when transfer calls from a queueA to a queueB?

Good morning Community:

Usually, when an agent make a transfer from a queueA to a queueB, the call arrives to an agent that is a memeber of a queueB but with the Script that was set the first time the interaction arrived in queueA. Is there any configuration we can set in order to make the queueB default script assigned to that interaction when an agent of the queueB answers that transfered interaction?

Thank you,
#Unsure/Other

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
------------------------------

Thank you George, is this the link of your Q&A video?
Link: https://community.genesys.com/communities/purecloud?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4 
Link youtube: https://www.youtube.com/watch?v=PaUDUIA0Rts#action=share

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
------------------------------

Original Message:
Sent: 09-08-2020 10:12
From: George Ganahl
Subject: Change the script when transfer calls from a queueA to a queueB?

Transfer the call to an Architect flow instead of directly to the other queue (I use a button in the first script to transfer to a Secure IVR flow, no return to the agent, and instead of performing the secure functionality I use that flow to transfer to the new queue with the script and other settings I want).

If you search through the Community, I did a Q&A video session on it and also posted on a couple of threads.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-08-2020 09:39
From: William Martín Chávez González
Subject: Change the script when transfer calls from a queueA to a queueB?

Good morning Community:

Usually, when an agent make a transfer from a queueA to a queueB, the call arrives to an agent that is a memeber of a queueB but with the Script that was set the first time the interaction arrived in queueA. Is there any configuration we can set in order to make the queueB default script assigned to that interaction when an agent of the queueB answers that transfered interaction?

Thank you,
#Unsure/Other

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
------------------------------

No, it is Episode 5. https://www.youtube.com/watch?v=V56rnsWY1UA

Starting at about 25:50

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-08-2020 10:24
From: William Martín Chávez González
Subject: Change the script when transfer calls from a queueA to a queueB?

Thank you George, is this the link of your Q&A video?
Link: https://community.genesys.com/communities/purecloud?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4
Link youtube: https://www.youtube.com/watch?v=PaUDUIA0Rts#action=share

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.

Original Message:
Sent: 09-08-2020 10:12
From: George Ganahl
Subject: Change the script when transfer calls from a queueA to a queueB?

Transfer the call to an Architect flow instead of directly to the other queue (I use a button in the first script to transfer to a Secure IVR flow, no return to the agent, and instead of performing the secure functionality I use that flow to transfer to the new queue with the script and other settings I want).

If you search through the Community, I did a Q&A video session on it and also posted on a couple of threads.

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-08-2020 09:39
From: William Martín Chávez González
Subject: Change the script when transfer calls from a queueA to a queueB?

Good morning Community:

Usually, when an agent make a transfer from a queueA to a queueB, the call arrives to an agent that is a memeber of a queueB but with the Script that was set the first time the interaction arrived in queueA. Is there any configuration we can set in order to make the queueB default script assigned to that interaction when an agent of the queueB answers that transfered interaction?

Thank you,
#Unsure/Other

------------------------------
William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
------------------------------