Genesys Cloud - Main

Ok so I'm wondering if there is any work around for a situation we have with one of our IVR's. We ported the current number from one of our restaurants to PureCloud and created and IVR using that number. We did this so when customers call, they now get the new IVR and have the options to either speak with the restaurant or place a catering order(goes to a queue). When they choose the option to speak with the restaurant, it simply does an external transfer to the new number the restaurant has. THe issue I've come across is the restaurant has a hunt group set up (not Purecloud, different phone client) with 4 number. If those 4 numbers are busy, Purecloud is just bouncing them back to the previous menu. Is there a way for me to configure this to hold the call and have Purecloud attempt to dial the external number again until one of the lines has been freed up? Any suggestions or advice are greatly appreciated!
#Unsure/Other

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Joey McGough
Mazzio's LLC
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Hi,

On transfer step, there is two option, myabe it could helps you:
1. "Connect Timeout", you could increase the timeout before the call go back to script control, then try another actions
2. "Perform Release Link transfer", with this option, the script in architect instruct to "step away from the call", as result, the call should be connected to pstn until customer call desist  or a signal from pstn indicate call termination. In this case, you need test with your carrier, not all carrier support it.

Regards

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Saugort Garcia
Interacciones Inteligentes S.A.
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