Genesys Cloud - Main

Hi Al, I've seen multiple threads on this same subject but have had mixed results in getting this working in architect. The basic requirement is to transfer to a voicemail box, after a threshold say 3 minutes of (actual not ewt ) time in queue is reached.

Im using a decision with the following expression to do this GetCurrentDateTimeUtc()>AddMinutes(Flow.StartDateTimeUtc,3) within an In Q flow. Its seems simple but for some reason is failing. I have had this working on other flows previously.

It seems to continually take the no leg of the decision (note this all sits within a larger loop).

Is there something wrong with the syntax? Or is there a better way to achieve the requirement?

Screen shot attached.


#Routing(ACD/IVR)

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David Murpphy
TeleApps Services Pty Ltd
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Set that 3 minutes thing into a Data Table as an integer somewhere then get it into a variable with a Data Table Lookup.... something like:

Task.maxQueueTime

Then in an Update Data block have two items:

Task.currentQueuedTime = DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc)
Task.maxQueuedTimeCalc = MakeDuration(0, 0, Task.maxQueueTime, 0)

Then put your logic IF Decision statement :

Task.currentQueuedTime >= Task.maxQueuedTimeCalc

I'm sure this could be tidied up but it lets your 3 minute setting be a bit more controllable without having to keep editing and publishing the flow to test.  Might be able to trim it down to:

DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) >= MakeDuration(0, 0, Task.maxQueueTime, 0)

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Vaun McCarthy
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