Genesys Cloud - Main

I have an interesting scenario.  We have a call flow which goes into an in queue call flow and using features there, with the intention of allowing it to overflow to staff who would use the communicate app via a group ring.

While we've established that group rings work with the communicate app if sent to the group ring directly without first being associated with a queue, it no longer routes as soon as it touches a queue assignment.

I am curious if anyone has a suggestion for a way around this.  I've tried using a transfer to flow to go into a transfer flow, but it doesn't impact the behavior.  The only thing I can think of at this point would be to do something like go out of the platform and then come back in as a new call, but I am hoping there are other solutions.

Thanks,

Matt

Hi Matt

A couple of years ago I tried something similar.  Within the in-queue flow every minute or so it would transfer to the group.  If the call was not answered within the timeout, the failure path was taken and the call came back into the in-queue flow and continued on.  If I recall there were some issues with that around how the ring group targeting/rotation works and agents being marked unavailable for the interaction even if they became available during a later loop.