Genesys Cloud - Main

Hi all,

We have a team that supports a product that is both domestic and international. Currently we have two queues set up for that product:

Queue A

• International phone number
• Queue is open 230pm-11pm CST

Queue B

• Domestic phone number
• Queue is open 6am-6pm CST

Is there a way to modify the call flow so that if someone calls the international queue outside of the international queue open hours (but inside the 6am-6pm domestic hours) that the call will roll over from the internation queue into the domestic queue. 

Example - Australia customer calls the international queue at 11am CST. Since the international queue doesn't open until 2:30pm CST, the call would automatically roll over/be transferred into our domestic queue, since that queue is open.

Appreciate any help!

Colby

Hi Colby,

If you set the Call route, to always route to an inbound flow (see below)

And use the Evaluate Schedule group action in that flow, you can have it route to another queue when closed or add other logic (create callback, check another schedule group etc.)