Genesys Cloud - Main

Hello community,

I apologize if I posted my message in the wrong place, it is my first post. :)

I would like to create a scenario for a customer in which the customer can access their on-call hotline.
Here is the scenario I have in mind.
Outside of business hours, a customer calls and is connected to the hotline. There are no agents available in the queue, so I would like to forward the call to a cell phone number.
When the call rings on the cell phone, I want the queue number to be displayed there and not the caller's number.

The agent must know which queue the call is intended for, as they can be reached via several queues when on call.

In my tests, I programmed this with a "Transfer to number" from the inQueue flow, and the caller's number is always displayed.

I assume that I can't do this with a "Transfer to number."

Do you perhaps know how I can solve this so that the agent can see on their cell phone which queue the call is coming in from?

Regards
Sven

Hi Sven,

The Transfer to number action is designed to retain the callers number, so I believe you will need to use a different action.  Hopefully someone in the community can help provide a way of doing this.

Hello community,

I apologize if I posted my message in the wrong place, it is my first post. :)

I would like to create a scenario for a customer in which the customer can access their on-call hotline.
Here is the scenario I have in mind.
Outside of business hours, a customer calls and is connected to the hotline. There are no agents available in the queue, so I would like to forward the call to a cell phone number.
When the call rings on the cell phone, I want the queue number to be displayed there and not the caller's number.

The agent must know which queue the call is intended for, as they can be reached via several queues when on call.

In my tests, I programmed this with a "Transfer to number" from the inQueue flow, and the caller's number is always displayed.

I assume that I can't do this with a "Transfer to number."

Do you perhaps know how I can solve this so that the agent can see on their cell phone which queue the call is coming in from?

Regards
Sven