Genesys Cloud - Main

Hi guys

How are you achieving the following?

I have an IVR menu, each option goes to a different queue.  Obviously using that the call will be immediately delivered to an agent if one is available, even if that queue itself may actually be "closed".  I can put logic into the in-queue flow but that's only used if no agents are available and the all actually starts queuing.

I can only think I need to use a task off each menu option rather than a transfer option.  But that means a separate task created for each separate queue.

The alternative I can think of is I have another IVR - no menu options - that looks up the DNIS called using a Data Table and also checks schedules etc against that queue at the time.  Could I instead have the "main" IVR transfer to the DNIS for that second IVR (it would be internal obviously) and have the logic there?  At least that way I could just have a single transfer to number task added for each DTMF option that dials the DNIS related to that particular queue.
#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Hi,
You can use a Task for each menu selection, and in every task, you can first set an "Evaluate Schedule" action, based on which you can transfer to queue or play a message (or whatever). First of all, of course, you need to create Schedules (Routing->Scheduling) to be evaluated

You can even create all this in just one starting Task, with collect input and switch actions.

Regards,

------------------------------
Nebojsa Radovanovic
Star Telecom
------------------------------

Original Message:
Sent: 08-11-2020 21:49
From: Vaun McCarthy
Subject: Check queue settings in Architect flow before transfer?

Hi guys

How are you achieving the following?

I have an IVR menu, each option goes to a different queue.  Obviously using that the call will be immediately delivered to an agent if one is available, even if that queue itself may actually be "closed".  I can put logic into the in-queue flow but that's only used if no agents are available and the all actually starts queuing.

I can only think I need to use a task off each menu option rather than a transfer option.  But that means a separate task created for each separate queue.

The alternative I can think of is I have another IVR - no menu options - that looks up the DNIS called using a Data Table and also checks schedules etc against that queue at the time.  Could I instead have the "main" IVR transfer to the DNIS for that second IVR (it would be internal obviously) and have the logic there?  At least that way I could just have a single transfer to number task added for each DTMF option that dials the DNIS related to that particular queue.
#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Hi Nebojsa, using a separate task for each IVR option is specifically what I"m trying to avoid :)  Also, doing it with a collect input would work, but does make the actual task flow a bit more complicated to follow.  Using the menu structure makes it visually easier to understand as I hand over to other people to support it.

At the moment I'm doing a transfer to number and using a DNIS that's associated with another flow.  That second flow looks up the DNIS in a Data Table to identify the queue.  I've tested this using participant data which is available through each of those flows and also the in-queue flow if it ends up there.  Just wondering if there's any other way of doing it.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 08-12-2020 07:28
From: Nebojsa Radovanovic
Subject: Check queue settings in Architect flow before transfer?

Hi,
You can use a Task for each menu selection, and in every task, you can first set an "Evaluate Schedule" action, based on which you can transfer to queue or play a message (or whatever). First of all, of course, you need to create Schedules (Routing->Scheduling) to be evaluated

You can even create all this in just one starting Task, with collect input and switch actions.

Regards,

------------------------------
Nebojsa Radovanovic
Star Telecom

Original Message:
Sent: 08-11-2020 21:49
From: Vaun McCarthy
Subject: Check queue settings in Architect flow before transfer?

Hi guys

How are you achieving the following?

I have an IVR menu, each option goes to a different queue.  Obviously using that the call will be immediately delivered to an agent if one is available, even if that queue itself may actually be "closed".  I can put logic into the in-queue flow but that's only used if no agents are available and the all actually starts queuing.

I can only think I need to use a task off each menu option rather than a transfer option.  But that means a separate task created for each separate queue.

The alternative I can think of is I have another IVR - no menu options - that looks up the DNIS called using a Data Table and also checks schedules etc against that queue at the time.  Could I instead have the "main" IVR transfer to the DNIS for that second IVR (it would be internal obviously) and have the logic there?  At least that way I could just have a single transfer to number task added for each DTMF option that dials the DNIS related to that particular queue.
#Routing(ACD/IVR)

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------