Genesys Cloud CX

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  • 1.  Groups overflow

    NEW MEMBER
    Posted 3 days ago

    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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  • 2.  RE: Groups overflow

    Posted 3 days ago
    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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  • 3.  RE: Groups overflow

    NEW MEMBER
    Posted 2 days ago
    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,

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    Essam Butt
    Monash University
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  • 4.  RE: Groups overflow

    GENESYS
    Posted 2 days ago
    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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  • 5.  RE: Groups overflow

    NEW MEMBER
    Posted 2 days ago
    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,

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    Essam Butt
    Monash University
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