Original Message:
Sent: 08-24-2025 20:32
From: George Ganahl
Subject: How to perform two-step transfer from Architect Inbound Call Flow
Have you looked at the kludge where you set up dummy users and create Remote Phone stations for those users which use the cell phone numbers of the folks you want to call, then you set the remote station as the default phone for each of the Dummy users.
Put the dummy users in a Sequential ring Group, and set the alerting timeout to be less than the shortest cell phone timeout to voicemail.
Log those dummy users in once, then log them out.
When a call needs to be routed, forward to the group. It should ring each phone in sequence because they are Default phones (and the default station for a user rings when the user is offline), timeout and roll to the next before hitting voicemail, and thus go through the list.
It's a kludge, but basically the only way I know of to pretty much accomplish what you want. Folks have been doing it for years.
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 08-24-2025 06:47
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow
Sadly, after testing the "Replace participant with ANI" it turns out to be no different to using a 'Transfer to Number' action.
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John Laird
Genesys Solutions Consultant
Original Message:
Sent: 08-21-2025 21:32
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow
Hi Steve,
Thank you very much for your reply and especially thank you for the link to that blueprint. I think that holds the key to making a workable solution.
I believe the "Replace participant with ANI" could be what I am looking for to join the customer and Agent outbound calls.
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John Laird
Genesys Solutions Consultant
Original Message:
Sent: 08-21-2025 08:46
From: Steven Alix
Subject: How to perform two-step transfer from Architect Inbound Call Flow
You may want to try a call park and pickup process. Your inbound caller/customer does not have any change in process. Everything works the same way. Use an outbound agentless SMS campaign to alert the users/agents/employees to the fact that there is a caller waiting in the queue. All the cell phones get a message telling them that there's a call holding and that they need to pick it up. Included in that message would be a phone number to dial and a PIN to enter. When they get into the queue, they enter the PIN which allows the calls to be merged together using the blueprint attached in the link below. I know this is a little bit different than what you outlined above. It seems you wanted to be able to outbound call, transfer to queue and merge them together. But I don't think that's really going to work. I believe that this call park and pick up path is your best option. You may be able to find a way to use the call pick up process with your outbound campaign, but I'm not sure. I hope this was helpful.
https://developer.genesys.cloud/blueprints/genesys-cloud-call-park/
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Steve Alix
EDCi
Original Message:
Sent: 08-21-2025 00:06
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow
Hi Giuliano,
Thank you for responding.
I have started down the path of tryin to leverage agentless outbound campaigns. I have been able to create a trigger that launches a workflow when a customer calls the specific number.
The workflow dynamically creates a calling list and agentless-campaign, and starts it. I am dynamically creating the campaign so that there is a separate campaign for each call incase multiple calls overlap. And I am dynamically creating the calling list so that the conversation Id can be included in each contact record for use in the outbound flow.
This way I am able to call the on-call person and challenge them for the PIN and I have the interactionIds for the customer call and the outbound call in the one place.
The problem I am running into is that I cannot find a way to merge the customer call and the outbound call.
I found PATCH /api/v2/conversations/calls/{conversationId} in the API explorer that can merge calls, but there are two problems:
1. The merge operation only works if both conversations have a party in common.
2. The function is not permitted from a Data Action. It can only be performed by a User!
So now I am trying to find any other way to reliably merge this two calls.
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John Laird
Genesys Solutions Consultant
Original Message:
Sent: 08-20-2025 02:17
From: Giuliano Ferri
Subject: How to perform two-step transfer from Architect Inbound Call Flow
John,
I've no solution to your question (I apologize for that) but I'm interested on another point of your requirement: how does your call flow work when the target mobile phone is unreachable, for example due to lack of network coverage?
In Italy, mobile carriers play a message and this is interpreted as a response: is this the same reason why you are thinking of asking for a PIN? Moreover, the same reasoning can be applied in the case of voicemail behind the cell phone.
Perhaps another way to handle the problem could be to start an outbound campaign (through a workflow?) and, when the call is correctly recognized as an answer, try to merge (rather than transfer) it with the original inbound call. As far as I know, using an outbound campaign call progress is enabled and you should be able to run an agentless campaign that does what you're requiring. But, to be honest, I really don't know if this approach is feasible.
Any ideas?
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Giuliano Ferri
Indra Italia
Original Message:
Sent: 08-19-2025 15:58
From: George Ganahl
Subject: How to perform two-step transfer from Architect Inbound Call Flow
No way that I can think of when you factor in the PIN requirement.
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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 08-18-2025 19:59
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow
I had previously posted this question in the Developer Community and had no response, so thought I would also try here ...
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I have a requirement to send certain inbound customer calls to mobile (cell) phones during after-hours periods.
There is a list of numbers to try and, if the call to the mobile number is not answered within 30 seconds, the next number in the list is tried.
While the outbound dial attempts are being made, the caller is played a long message on repeat.
The catch is that, when the outbound call to the mobile numbers is answered, the answerer must be prompted to enter a valid PIN number. If the PIN is correct, then the customer will be played another brief message and the call transferred to the mobile.
Any suggestions how to get started on this design would be appreciated.
#API/Integrations
#ArchitectureandDesign
#Implementation
#Outbound
#Routing(ACD/IVR)
#Telephony
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John Laird
Genesys Solutions Consultant
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