Genesys Cloud - Main

Hello all, 

I am curious to see if the current Genesys group when enabled for calling can forward the calls to a queue or a different number if call is not answered?

As it stands, there is currently a way to forward calls to either a group voicemail or another genesys group if its not answered. 

There is no option to forward calls to genesys queue or another DID number(like answering service). This is a basic Hunt group functionality that exists in many cloud, prem PBX, Contact Center systems. 

Any chance, this can be accomplished in Genesys Groups.



#Telephony

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Azamat Rustamov

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Hi Azamat -

You could achieve this by

• routing the inbound call via a Call Flow
• transferring the Call to a Group
• setting the Transfer 'Connect Timeout' to an appropriate value
• updating the 'errorType' (for example, 'NoAnswer') to a variable
• performing a 'Switch' based on the variable value

We recently did similar with a User, and it worked ok.

Cheers,
Mal.

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Thanks and regards,
Malcolm Green
Nexon Asia Pacific Pty. Ltd.
malcolm.green@nexon.com.au
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Original Message:
Sent: 05-04-2022 19:23
From: Azamat Rustamov
Subject: Forward Group Calls

Hello all,

I am curious to see if the current Genesys group when enabled for calling can forward the calls to a queue or a different number if call is not answered?

As it stands, there is currently a way to forward calls to either a group voicemail or another genesys group if its not answered.

There is no option to forward calls to genesys queue or another DID number(like answering service). This is a basic Hunt group functionality that exists in many cloud, prem PBX, Contact Center systems.

Any chance, this can be accomplished in Genesys Groups.



#Telephony

------------------------------
Azamat Rustamov

------------------------------

Hi Azamat,

Since March or so the Voice Mail flow is available in Architect in Genesys Cloud CX 2 + 3. Unanswered calls to users and groups are routed by the flow. In architect you can change this flow with the overflow routes you want. 

The solution Malcolm suggest is also working, I used that before as well. But the the problem that I had with that solution that it is only working for external calls and you had to assign the DID's to the call flow instead of user/group. For user that gave problems with their personal Caller ID send out.


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Edward de Wit
Cloudoe BV
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Original Message:
Sent: 05-04-2022 19:23
From: Azamat Rustamov
Subject: Forward Group Calls

Hello all,

I am curious to see if the current Genesys group when enabled for calling can forward the calls to a queue or a different number if call is not answered?

As it stands, there is currently a way to forward calls to either a group voicemail or another genesys group if its not answered.

There is no option to forward calls to genesys queue or another DID number(like answering service). This is a basic Hunt group functionality that exists in many cloud, prem PBX, Contact Center systems.

Any chance, this can be accomplished in Genesys Groups.



#Telephony

------------------------------
Azamat Rustamov

------------------------------