Genesys Cloud - Main

Hello,

I am curious to know if when using script, it is possible to transfer the call to a group ring. Via the script, our agents are selecting a region and vertical which route to a queue but this is not optimal for us. And I heard about group ring so I was wondering if anybody has any idea if a call can be transferred to a group ring via a script using skills. 

Also, when transferring to a group ring, would the receiver need to be using the On Queue status to receive the transfer?
#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Telephony

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Louis D.
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Group ringing is not ACD functionality, so does not require On Queue status.   Essentially, your selections in the script would build the transfer function and you can do that with If-then-else statements or through a data action to transfer the call.  Once the group ringing person picks up, they won't get the script unless they are also an ACD agent. 

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Hi Robert

You mentioned they won't get the script unless they are also an ACD agent.  So given that scripts are normally assigned to queues, for a group member to see the script I assume we'd just make use of the set screen pop action and they'd then see it?

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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 02-03-2021 11:14
From: Robert Wakefield-Carl
Subject: Group Ring In Scripts

Group ringing is not ACD functionality, so does not require On Queue status.   Essentially, your selections in the script would build the transfer function and you can do that with If-then-else statements or through a data action to transfer the call.  Once the group ringing person picks up, they won't get the script unless they are also an ACD agent. 

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Something you need to test.  The screen pop information should be part of the original transfer through the queue or defined in the IVR, so it should be available to the next agent.  I would enable UUIData on the script and place the phone number or other search value in there so when it transfers, it will see the UUI data, read the script, and pop.   Not sure if it would work, but worth a try.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-03-2021 15:57
From: Vaun McCarthy
Subject: Group Ring In Scripts

Hi Robert

You mentioned they won't get the script unless they are also an ACD agent.  So given that scripts are normally assigned to queues, for a group member to see the script I assume we'd just make use of the set screen pop action and they'd then see it?

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------


Original Message:
Sent: 02-03-2021 11:14
From: Robert Wakefield-Carl
Subject: Group Ring In Scripts

Group ringing is not ACD functionality, so does not require On Queue status.   Essentially, your selections in the script would build the transfer function and you can do that with If-then-else statements or through a data action to transfer the call.  Once the group ringing person picks up, they won't get the script unless they are also an ACD agent. 

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Thank you Robert for this information. 
I am not familiar with group ring. I have a few questions to understand it better:
- If there are 5 persons in the group ring, who will receive the call first? Is that random?
- How long does that ring for before it goes to the next person?
- Is there a way to add skills to a group ring? or would it be better to create a group ring for each combination possible from the script?

------------------------------
Louis D.
------------------------------

Original Message:
Sent: 02-03-2021 11:14
From: Robert Wakefield-Carl
Subject: Group Ring In Scripts

Group ringing is not ACD functionality, so does not require On Queue status.   Essentially, your selections in the script would build the transfer function and you can do that with If-then-else statements or through a data action to transfer the call.  Once the group ringing person picks up, they won't get the script unless they are also an ACD agent. 

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Group ring can be broadcast (everyone at once), round robin (1 then 2 then 3), or sequential (always start with 1 then 2 and 3).  There is no random.

There is a call timeout between people and the number of times to cycle through the group.  The Transfer to Group also has a timeout you can use to overflow to voicemail or another group.  

No skills for group ring - just straight ringing like the old days. 

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-08-2021 12:10
From: Louis D'Ambrosio
Subject: Group Ring In Scripts

Thank you Robert for this information.
I am not familiar with group ring. I have a few questions to understand it better:
- If there are 5 persons in the group ring, who will receive the call first? Is that random?
- How long does that ring for before it goes to the next person?
- Is there a way to add skills to a group ring? or would it be better to create a group ring for each combination possible from the script?

------------------------------
Louis D.
------------------------------


Original Message:
Sent: 02-03-2021 11:14
From: Robert Wakefield-Carl
Subject: Group Ring In Scripts

Group ringing is not ACD functionality, so does not require On Queue status.   Essentially, your selections in the script would build the transfer function and you can do that with If-then-else statements or through a data action to transfer the call.  Once the group ringing person picks up, they won't get the script unless they are also an ACD agent. 

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com