Genesys Cloud - Main

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

Thanks George! I did follow the instructions and built the action. The test failed as like the original poster, but the reason it failed is that the Genesys Cloud Data Actions is built but disabled. I enabled it and 3 out 4 operations that passed. The one that failed is Authentication so for now I have to wait for the project team to do their thing. In the meantime, I can go back to figure out why my inbound call flow rings my WebRtc phone and plays the in-queue call flow at the same time. It worked Friday. Thanks again.

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

The In-Queue Call flow continues to run during Alerting. That is standard Genesys Cloud behavior.

Thanks George! I did follow the instructions and built the action. The test failed as like the original poster, but the reason it failed is that the Genesys Cloud Data Actions is built but disabled. I enabled it and 3 out 4 operations that passed. The one that failed is Authentication so for now I have to wait for the project team to do their thing. In the meantime, I can go back to figure out why my inbound call flow rings my WebRtc phone and plays the in-queue call flow at the same time. It worked Friday. Thanks again.

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

That's an odd behavior but thanks for the heads up. Maybe I'll create a prompt with ring back tone and put at the top of the task. Think I have a wav file.

The In-Queue Call flow continues to run during Alerting. That is standard Genesys Cloud behavior.

Thanks George! I did follow the instructions and built the action. The test failed as like the original poster, but the reason it failed is that the Genesys Cloud Data Actions is built but disabled. I enabled it and 3 out 4 operations that passed. The one that failed is Authentication so for now I have to wait for the project team to do their thing. In the meantime, I can go back to figure out why my inbound call flow rings my WebRtc phone and plays the in-queue call flow at the same time. It worked Friday. Thanks again.

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

Or, just set all the agents to auto-answer and have the flow play silence for 5 seconds before continuing...

That's an odd behavior but thanks for the heads up. Maybe I'll create a prompt with ring back tone and put at the top of the task. Think I have a wav file.

The In-Queue Call flow continues to run during Alerting. That is standard Genesys Cloud behavior.

Thanks George! I did follow the instructions and built the action. The test failed as like the original poster, but the reason it failed is that the Genesys Cloud Data Actions is built but disabled. I enabled it and 3 out 4 operations that passed. The one that failed is Authentication so for now I have to wait for the project team to do their thing. In the meantime, I can go back to figure out why my inbound call flow rings my WebRtc phone and plays the in-queue call flow at the same time. It worked Friday. Thanks again.

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------

Had busy week last week with Pure Connect, CICADMIN password changes at 1 in the morning. I went with a ring back tone prompt. Works great. Also got my action I created to pass test. Thanks again.

Or, just set all the agents to auto-answer and have the flow play silence for 5 seconds before continuing...

That's an odd behavior but thanks for the heads up. Maybe I'll create a prompt with ring back tone and put at the top of the task. Think I have a wav file.

The In-Queue Call flow continues to run during Alerting. That is standard Genesys Cloud behavior.

Thanks George! I did follow the instructions and built the action. The test failed as like the original poster, but the reason it failed is that the Genesys Cloud Data Actions is built but disabled. I enabled it and 3 out 4 operations that passed. The one that failed is Authentication so for now I have to wait for the project team to do their thing. In the meantime, I can go back to figure out why my inbound call flow rings my WebRtc phone and plays the in-queue call flow at the same time. It worked Friday. Thanks again.

Check this thread for recent info

You'll need to use a Data Action

Thanks Jason, I will look at Dev Tools for a solution.
------------------------------
Vito Denaro
Telecom Engineer

Original Message:
Sent: 07-22-2025 13:28
From: Jason Kleitz
Subject: Check for On-Queue Agents

Hello Vito,

You could set up a flow that would check for the presence of your agents. You should check out the our Dev Tools to see which APIs you would like to work with.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-21-2025 13:36
From: Vito Denaro
Subject: Check for On-Queue Agents

I have searched through the community, and I see this question has been asked several times. The post I see are mostly before 2020, nothing more recent. Migrating a few departments over to Genesys Cloud and most use Attendant for inbound call flow. All of them use a logical transfer to check for logged on agents, if = 0, then send over to default schedule. If agents logged on it continues and sends call to queue.

Is there a way to check if there are Agents "On Queue" in Architect Inbound call flow? If agents are On Queue transfer to queue, if not send it to the after Hours call flow.

Genesys Cloud is all new to me, but I am picking up slowly. 

Thanks in advance for your feedback.

#SystemAdministration

------------------------------
Vito Denaro
Telecom Engineer
------------------------------