Genesys Cloud - Main

Hi team, just wanted to get some feedback/confirmation here.

1. Scenario is a callback is scheduled from an in-queue flow for Queue A.  The callback script is specified in the Create Callback function within the flow.
2. Agent 1 on Queue A gets the callback interaction and correctly gets the callback script showing.
3. Agent 1 then transfers the call to Queue B.
4. Agent 2 on Queue B gets the call but gets the default callback script instead of what was set on the original callback.

Is this perhaps something to do with each queue/leg needing it's own scriptID, the original Queue A gets it from the callback request, but the call to Queue B doesn't because the script ID isn't propagated to each call leg?
#Implementation
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)

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Vaun McCarthy
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Hi Vaun,

Assuming Agent 1 is transferring the active outbound Call - I would expect the 'Call' segment landing in in Queue B would inherit the 'Default Script' set under the Queue 'Voice' tab (as this is what's happening in our environment now).

Alternatively if transferring via a DNIS back into an Architect flow, the script could also be set via the Screen Pop step.

Cheers,
Jeff.

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Jeffrey
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