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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.

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-20-2025 05:16
From: Vineet Kakroo
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 08-20-2025 01:31
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-19-2025 12:07
From: Ewomazino Onokpise
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

------------------------------
Ewomazino Onokpise
Software Engineer

Original Message:
Sent: 08-17-2025 22:22
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 06-30-2025 19:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

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.

#Architect
#DataActions

------------------------------
John Laird
Genesys Solutions Consultant
------------------------------

John - We also have a couple lines of business with after-hours on-call requirements. Here are the methods we employed:

First Method (less involved) | We essentially set up an on-call user account that has call forwarding enabled and included the list of the phone numbers in the "Find me at the following numbers" section. You'll also notice you can disable the option to use the voicemail service of the external number if you don't want voicemail to be left there, which is what the line of business that uses this method chose to do so the voicemail would be left for the on-call user profile in Genesys instead of the external number's voicemail. The added benefit there is that on-call user profile had a shared email address as the account email address, so if the caller left a voicemail it would be sent to the shared email address for any mailbox member to see (given it's transcribed) or listen to. Once that was set up, all we did was use a Transfer to User action in Architect for their closed flow to send after-hours calls to that on-call user account.

Second Method (more involved) | We created Groups with calls enabled with sequential routing (we set ours to route calls every 24 seconds and to stop ringing after 20 rotations), on-call user accounts with remote stations, and configured our Global Telephony Settings accordingly (this setting allows you to require the Group member that receives the call to press one before the call is sent to them). In our case the Group members (i.e. field technicians) never log into Genesys, but I presume if your after-call folks use Genesys, all you need to do is make sure they're not logged in given a call to a Group member that is logged into Genesys actually routes to their Genesys Cloud account.

The Group(s) consist of [on-call technician] accounts ordered in a predetermined sequential list. Each Group member is assigned an extension and a "remote phone" that is built to point to the on-call tech's remote number (e.g. desk/cell phone). That remote phone must be set up as their default phone. We then use the Transfer to Group action in Architect for their closed flow to send after-hours calls to the Group.

When calls are routed to that Group, the system will automatically begin calling the group members in your predetermined order. The call will ring each on-call tech for a configurable amount of time before stopping and starting to call the next on-call tech (or if the on-call tech's cell phone's voicemail picks up, the system will automatically recognize the voicemail and start calling the next on-call tech on the list). This process will continue to go through the on-call techs until someone answers, the configurable "Stop Ring" after "x" rotations threshold is reached, or the caller hangs up. At that time the call could be transferred back to the IVR to try the on-call Group again or hang up.

It's worth noting:

• Normally, whenever a call is routed to Group members, the caller hears ringing (i.e. a ringback tone). Currently there is a known issue with certain Carriers where the ringback tone is not occurring. As a workaround, we created a message that plays just before the call transfers to the Group advising the caller that in the event of silence, the call is still connected and they should not hang up because the system will inform the caller if they were unable to reach an on-call technician.

• Currently the message the on-call tech hears ("Press 1 to accept this call") is not customizable.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-20-2025 23:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-20-2025 05:16
From: Vineet Kakroo
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 08-20-2025 01:31
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-19-2025 12:07
From: Ewomazino Onokpise
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

------------------------------
Ewomazino Onokpise
Software Engineer

Original Message:
Sent: 08-17-2025 22:22
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 06-30-2025 19:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

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.

#Architect
#DataActions

------------------------------
John Laird
Genesys Solutions Consultant
------------------------------

Hi Brian,

Thank you for your detailed response.

I had a look at the  Global Telephony Settings and the "Require Confirmation" setting has not yet been released.  It has a "Feature Coming Soon" banner.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-21-2025 15:55
From: Brian Jones
Subject: How to perform two-step transfer from Architect Inbound Call Flow

John - We also have a couple lines of business with after-hours on-call requirements. Here are the methods we employed:

First Method (less involved) | We essentially set up an on-call user account that has call forwarding enabled and included the list of the phone numbers in the "Find me at the following numbers" section. You'll also notice you can disable the option to use the voicemail service of the external number if you don't want voicemail to be left there, which is what the line of business that uses this method chose to do so the voicemail would be left for the on-call user profile in Genesys instead of the external number's voicemail. The added benefit there is that on-call user profile had a shared email address as the account email address, so if the caller left a voicemail it would be sent to the shared email address for any mailbox member to see (given it's transcribed) or listen to. Once that was set up, all we did was use a Transfer to User action in Architect for their closed flow to send after-hours calls to that on-call user account.

Second Method (more involved) | We created Groups with calls enabled with sequential routing (we set ours to route calls every 24 seconds and to stop ringing after 20 rotations), on-call user accounts with remote stations, and configured our Global Telephony Settings accordingly (this setting allows you to require the Group member that receives the call to press one before the call is sent to them). In our case the Group members (i.e. field technicians) never log into Genesys, but I presume if your after-call folks use Genesys, all you need to do is make sure they're not logged in given a call to a Group member that is logged into Genesys actually routes to their Genesys Cloud account.

The Group(s) consist of [on-call technician] accounts ordered in a predetermined sequential list. Each Group member is assigned an extension and a "remote phone" that is built to point to the on-call tech's remote number (e.g. desk/cell phone). That remote phone must be set up as their default phone. We then use the Transfer to Group action in Architect for their closed flow to send after-hours calls to the Group.

When calls are routed to that Group, the system will automatically begin calling the group members in your predetermined order. The call will ring each on-call tech for a configurable amount of time before stopping and starting to call the next on-call tech (or if the on-call tech's cell phone's voicemail picks up, the system will automatically recognize the voicemail and start calling the next on-call tech on the list). This process will continue to go through the on-call techs until someone answers, the configurable "Stop Ring" after "x" rotations threshold is reached, or the caller hangs up. At that time the call could be transferred back to the IVR to try the on-call Group again or hang up.

It's worth noting:

• Normally, whenever a call is routed to Group members, the caller hears ringing (i.e. a ringback tone). Currently there is a known issue with certain Carriers where the ringback tone is not occurring. As a workaround, we created a message that plays just before the call transfers to the Group advising the caller that in the event of silence, the call is still connected and they should not hang up because the system will inform the caller if they were unable to reach an on-call technician.

• Currently the message the on-call tech hears ("Press 1 to accept this call") is not customizable.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-20-2025 23:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-20-2025 05:16
From: Vineet Kakroo
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 08-20-2025 01:31
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-19-2025 12:07
From: Ewomazino Onokpise
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

------------------------------
Ewomazino Onokpise
Software Engineer

Original Message:
Sent: 08-17-2025 22:22
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 06-30-2025 19:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

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.

#Architect
#DataActions

------------------------------
John Laird
Genesys Solutions Consultant
------------------------------

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

I put some notes regarding using a Group to do the calling on your post in the Main community

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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.

Actually, Brian posted a much more detailed description of the same thing here.

@Brian Jones that Require Confirmation feature is still in Beta, believe it or not...so you must have that Beta enabled.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 08-24-2025 20:34
From: George Ganahl
Subject: How to perform two-step transfer from Architect Inbound Call Flow

I put some notes regarding using a Group to do the calling on your post in the Main community

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 08-20-2025 23:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-20-2025 05:16
From: Vineet Kakroo
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 08-20-2025 01:31
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-19-2025 12:07
From: Ewomazino Onokpise
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

------------------------------
Ewomazino Onokpise
Software Engineer

Original Message:
Sent: 08-17-2025 22:22
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 06-30-2025 19:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

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.

#Architect
#DataActions

------------------------------
John Laird
Genesys Solutions Consultant
------------------------------

@George Ganahl - If that's the case, we must, but that beta currently isn't advertised (nor was it over 2 years ago), so how can people sign up to help get it out of beta? Either way, that long in beta is pretty crazy, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-25-2025 08:31
From: George Ganahl
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Actually, Brian posted a much more detailed description of the same thing here.

@Brian Jones that Require Confirmation feature is still in Beta, believe it or not...so you must have that Beta enabled.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 08-24-2025 20:34
From: George Ganahl
Subject: How to perform two-step transfer from Architect Inbound Call Flow

I put some notes regarding using a Group to do the calling on your post in the Main community

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year

Original Message:
Sent: 08-20-2025 23:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Vineet,
Thank you for your response. Yes, It is starting to look like that might be the only approach available.

------------------------------
John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-20-2025 05:16
From: Vineet Kakroo
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, we had a similar requirement but we ended up just having the setup where we call the mobile numbers and if they do not pick up, it calls the next number etc. The only challenge we had was that if the mobile had voicemail active the call used to go to the VM. As the numbers we called were all company mobiles, we had to ask them to turn-off the voicemail feature and setup the "Transfer to Phone Number" with a with connection timeout of say 30 seconds, before we try the next number.

Regards

------------------------------
Vineet Kakroo
Senior Technical Consultant

Original Message:
Sent: 08-20-2025 01:31
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi Ewomazino,

Thank you for your reply.

Initially, I am looking for guidance on overall approach that could be used to accomplish this.

Also, some guidance on how to initiate an outbound call without a live agent.

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John Laird
Genesys Solutions Consultant

Original Message:
Sent: 08-19-2025 12:07
From: Ewomazino Onokpise
Subject: How to perform two-step transfer from Architect Inbound Call Flow

Hi John, 

This is a complex call flow scenario involving inbound call handling, outbound dialing, IVR interactions, and call transfers. To address this requirement using Genesys Cloud, you'll need to combine several features and possibly use some custom development. Are you looking for guidance on a specific aspect of what you are trying to accomplish ?

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Ewomazino Onokpise
Software Engineer

Original Message:
Sent: 08-17-2025 22:22
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

This post has been open for 7 weeks, with no response. Does that mean, the general consensus is that there is no way to accomplish what I am trying to do?

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John Laird
Genesys Solutions Consultant

Original Message:
Sent: 06-30-2025 19:24
From: John Laird
Subject: How to perform two-step transfer from Architect Inbound Call Flow

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.

#Architect
#DataActions

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John Laird
Genesys Solutions Consultant
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