we had two divisions prior to the recent changes, Home and Help Desk, we added First Call and Customer Service Divisions, we have narrowed down the trouble to the new divisions.
We place a queue into either the First Call Division or the Customer Service Division and we get the error because it seems as though the data action cannot complete the connection to the queue.
We place the same queues into Home or Helpdesk Division (original Divisions before changes) and the Data Action functions properly. We just cannot figure out why the Data Action has an issue when the queues are assigned to one of the new Divisions.
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Michael Schimento
Telecommunications Specialist III
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Original Message:
Sent: 04-01-2025 09:09
From: Matthew Raleigh
Subject: Flowas trying to transfer to different division
This is the standard Event Handling Message in Genesys Cloud and the standard action is to Disconnect. You can change the message and action under the Event Handling section. You can use Flow Execution history to try and track down the root cause of the problem.
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Matthew Raleigh
Principal PS Consultant - Genesys Cloud
Original Message:
Sent: 03-31-2025 14:33
From: Michael Schimento
Subject: Flowas trying to transfer to different division
"sorry an error occurred, please try your call again" and then hangs up.
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Michael Schimento
Telecommunications Specialist III
Original Message:
Sent: 03-31-2025 13:07
From: Melissa Bailey
Subject: Flowas trying to transfer to different division
What error message?
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Melissa Bailey
Software Engineer
Original Message:
Sent: 03-31-2025 12:57
From: Michael Schimento
Subject: Flowas trying to transfer to different division
Hello,
We have broken our queues, etc. into different divisions, we left the Architect flows in "Home" division
when a flow attempts to perform a "transfer to acd" to a queue that is in say the "First Call" division the transfer fails and we get an error message
when we put the queue into the home division the process works flawlessly
what did we miss?
#ArchitectureandDesign
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Michael Schimento
Telecommunications Specialist III
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