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  • 1.  Forwarded Calls

    Posted 19 days ago

    Hi,

    Is there a way to determine whether an inbound call to a Genesys Cloud queue is a direct 1-to-1 call, or if it arrived as a forwarded call or a 3-way/conference call?

    Example: Caller A dials User B externally, and User B then forwards/transfers the call into Genesys Cloud (or adds Genesys Cloud as a third party to create a conference).

    Context:
    I want to confirm that calls received by this queue are strictly 1-to-1 (not forwarded and not conference calls).

    Thanks,


    #Uncategorized

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    Abdullah Aslam
    Senior Software Delivery, Integration Specalist
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  • 2.  RE: Forwarded Calls

    Posted 18 days ago
    Edited by Christoph Domaschke 17 days ago

    Hi Abdullah,

    as your scenario is, that the call from A to B happens outside Genesys Cloud, I am not shure, but you could try this:

    • Make a test call with your scenario
    • Take a look into the execution history of the affected flow. On the right side check the available variables:
      • Call.CalledAddress
      • Call.CalledAddressOriginal

    If they differ, that may be of use for you.




    ------------------------------
    Christoph Domaschke
    Produktmanager Kunden-Dialog-Center
    ------------------------------

    Original Message


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