Genesys Cloud - Main

Hello,

I am new to Genesys so still learning.

We have a group that rings for 30 seconds and if no one answers, we want the call to be redirected to a queue.

Is this possible? I can see it can only overflow to another group.

Thanks,

#SystemAdministration
#Telephony

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Essam Butt
Monash University
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Hello Essam,

If this is a broadcast group, you can set the ring time for 30 seconds.  Then build a flow in Architect and use a transfer to Group action.  Make sure that you select false for rollover to voicemail.  Then the next step in the flow would be a transfer to ACD action.  If it is a sequential or rotary group, then this will work, but it will need to go through the list before it transfers to the queue.

Thank you,

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Jason Tripp
Independent Health Association, Inc.
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Hi Jason,

I am not sure I understood, but when we transfer the call to a group, it ends the flow. The call is now ringing in the group, so how can we return the call back to the flow to transfer to an ACD action?

Thanks,

------------------------------
Essam Butt
Monash University
------------------------------

Original Message:
Sent: 06-22-2022 08:43
From: Jason Tripp
Subject: Groups overflow

Hello Essam,

If this is a broadcast group, you can set the ring time for 30 seconds.  Then build a flow in Architect and use a transfer to Group action.  Make sure that you select false for rollover to voicemail.  Then the next step in the flow would be a transfer to ACD action.  If it is a sequential or rotary group, then this will work, but it will need to go through the list before it transfers to the queue.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.
------------------------------

Set the connect timeout to however long you want to wait before returning control of the call to the flow.  If a group member answers before the timeout, the flow terminates.  If no one answers, the flow ends the transfer and continues on with whatever other actions you have defined.

https://help.mypurecloud.com/articles/transfer-to-group-action/

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 06-22-2022 20:14
From: Essam Butt
Subject: Groups overflow

Hi Jason,

I am not sure I understood, but when we transfer the call to a group, it ends the flow. The call is now ringing in the group, so how can we return the call back to the flow to transfer to an ACD action?

Thanks,

------------------------------
Essam Butt
Monash University
------------------------------


Original Message:
Sent: 06-22-2022 08:43
From: Jason Tripp
Subject: Groups overflow

Hello Essam,

If this is a broadcast group, you can set the ring time for 30 seconds.  Then build a flow in Architect and use a transfer to Group action.  Make sure that you select false for rollover to voicemail.  Then the next step in the flow would be a transfer to ACD action.  If it is a sequential or rotary group, then this will work, but it will need to go through the list before it transfers to the queue.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.

Okay, so if no one answers the call it will return back to the flow and the transfer would be considered a failure. I was not sure about that, but good to know. I will try this out.
Thanks,

------------------------------
Essam Butt
Monash University
------------------------------

Original Message:
Sent: 06-23-2022 10:01
From: Melissa Bailey
Subject: Groups overflow

Set the connect timeout to however long you want to wait before returning control of the call to the flow.  If a group member answers before the timeout, the flow terminates.  If no one answers, the flow ends the transfer and continues on with whatever other actions you have defined.

https://help.mypurecloud.com/articles/transfer-to-group-action/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------


Original Message:
Sent: 06-22-2022 20:14
From: Essam Butt
Subject: Groups overflow

Hi Jason,

I am not sure I understood, but when we transfer the call to a group, it ends the flow. The call is now ringing in the group, so how can we return the call back to the flow to transfer to an ACD action?

Thanks,

------------------------------
Essam Butt
Monash University


Original Message:
Sent: 06-22-2022 08:43
From: Jason Tripp
Subject: Groups overflow

Hello Essam,

If this is a broadcast group, you can set the ring time for 30 seconds.  Then build a flow in Architect and use a transfer to Group action.  Make sure that you select false for rollover to voicemail.  Then the next step in the flow would be a transfer to ACD action.  If it is a sequential or rotary group, then this will work, but it will need to go through the list before it transfers to the queue.

Thank you,

------------------------------
Jason Tripp
Independent Health Association, Inc.