Genesys Cloud - Main

This is likely Call Flow design 101 but I have not taken that class yet :)

Where can I find what In-Queue call flow is assigned to a Transfer to ACD action?

Thqnks
Ben
#ArchitectureandDesign

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Ben Marthin
Vehicle Service Group, LLC
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See screenshots

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Melissa Bailey
Genesys - Employees
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Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
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Also note that you can set the In-Queue Call flow for a queue in the queue configuration settings on the Voice tab.

The Resource Center sums up the behavior in the section on configuring queue behavior:

(Optional) In the In-Queue Flow area, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Thanks Everyone. Georges answer was the one I needed. Of all our flows, we only have the one odd one that uses the setting on the voice tab rather than the transfer to ACD action having the value. I looked at the que configuration and missed the setting on the voice tab.

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Ben Marthin
Vehicle Service Group, LLC
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Original Message:
Sent: 07-15-2019 09:53
From: George Ganahl
Subject: In-Queue Assignment

Also note that you can set the In-Queue Call flow for a queue in the queue configuration settings on the Voice tab.

The Resource Center sums up the behavior in the section on configuring queue behavior:

(Optional) In the In-Queue Flow area, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.

Note: If you do not select an in-queue flow, the system uses the organization's default in-queue flow. However, within Architect you can configure an in-queue flow as a parameter of the Transfer to ACD action. This process supersedes the organization's default- and queue-configured flow. In this case, the Transfer to ACD action's in-queue flow takes precedence over the flow you select here. 

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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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