Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  check routing schedule on inqueue call flow

    Posted 10-03-2024 10:09
    No replies, thread closed.

    Hi,

    our customer would like to put a routing schedule (and closure prompt if closed) on an inqueue call flow. But as soon as the queue is (consult) called, typically for warm transfer scenarios, the call is routed to an agent on queue. Is there a way to "keep" the call on the queue, check the routing schedule and only if open route to the onqueue agent? We tried adding a dummy skill at start of the inqueue call flow, but even then call rings at the agent.

    If we configure the flow so that when closed, it plays a voice prompt and then routes to external destination, it will ring at the agent for the duration of the prompt, then take the call away from the agent and send it to the external destination. 

    Anybody an idea how to accomplish this?

    The alternative would be to define external contacts (actually internal numbers) having the names of the transfer queues, execute an Inbound Call flow to check the schedule and only when "open" transfer the call to the transfer queue. 

    Thanks for any help!


    #Routing(ACD/IVR)

    ------------------------------
    Karel Van de Velde
    DDM Consulting NV
    ------------------------------


  • 2.  RE: check routing schedule on inqueue call flow

    Posted 10-04-2024 09:03
    No replies, thread closed.

    Hello Karel, 

    Have you looked at our operating schedule documentation? 

    "Architect uses operating schedules to determine how to manage inbound and outbound interaction routing. For example, an operating schedule can determine which flow to execute during open or closed hours."

    This sounds like it would meet what you are trying to do. 

    Hope this helps!

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: check routing schedule on inqueue call flow
    Best Answer

    Posted 10-09-2024 08:04
    No replies, thread closed.

    Hi Cameron,

    Thanks for your answer. However Call Routing is configured on DID numbers, not on queues. As the agent is calling a queue directly to consult/transfer the call, it's not going via a DID number in this case.

    I'll settle for the solution to use the extra numbers and configure the flow on those numbers.

    Cheers,

    Karel



    ------------------------------
    Karel Van de Velde
    DDM Consulting NV
    ------------------------------

    Original Message


Related Content