Genesys Cloud - Main

How do I set up in architect so that if a certain number is called that the call does not go through the menu prompts to be routed?  I am using a third party to qualify leads.  When they have a qualified lead, I want that inbound call from that call center to go directly to our next available agent for that specific queue for which that phone number is assigned.

Set up an Inbound Call Flow which has a Transfer to ACD action as the default action for the main menu. You can put in an announcement on the Main Menu or not, as you desire. Set the menu repeats to 0 and the time between repeats as low as it will go (1 second, I think). Then set up the IVR Routing configuration in the PureCloud>Admin>Telephony  configuration for the number you wish to associate with that IVR (remember to first set up the phone number as a DID in the Telephony config).

The Architect settings will look similar to:

First, create a 2nd flow for calls from the third party, call it DirectTransferFlow.  You'll want to change this flow from having a starting menu to a starting task, see https://help.mypurecloud.com/articles/set-starting-task/. 

You can clear out the initial greeting audio if you want to skip that.  Then in the task, add a transfer to ACD action to the queue.  Publish this flow. 

Next create a new ivr for the number your third party will call.  Point this ivr to use DirectTransferFlow.   See https://help.mypurecloud.com/articles/create-ivr-configuration-entry/

If you are already using this phone number in another ivr that uses your original flow, make sure you remove it from that ivr before adding it to the 2nd ivr.

The rest of the calls will continue use your original flow.

Thanks for the help.  How do I then add to this so that if a customer service rep does not answer the call within 10 seconds that the call is then sent out of the system to our main switchboard to see if anybody in the office not on this system will answer the call....

Also. can I split the IVR so that there are call routing rules for 8-5 that utilize the webrtc phone, 5-9 that goes to a cell phone, and the normal closed process which already works?

Thanks

After some more thought, I had to change my answer...

For the first question, you would set up an In-Queue Call Flow (copy the default, or create a new one) which plays Hold Music for 10 seconds (a setting on the Hold Music action), then uses a Transfer to Flow action to transfer the call to your main IVR flow. That should accomplish what you want.

The second question is a little trickier...IVR doesn't know anything about the phone receiving the call. Architect just hands the call off to the rest of the system (ACD queue processing, or transfer to a user or station processing, whatever you program in). So, there is no concept of "Send it to a WebRTC phone" or "Send it to a cell phone"...it just sends to a queue or a user or a station, and whatever type of phone is in use is what it goes to.

That said, you can customize a Task in Architect with logic to look at the time of day and decide what Action to use. Use a Decision or Switch action to test the current date time and decide which path to take from there. Use Transfer to ACD, Transfer to User, Transfer to Number, or whatever else may be appropriate from there.

For splitting the IVR, you can use time based routing for the call flow to hit an open flow for 8am-9pm, and a closed flow for 9pm-8am.  Then in your open flow, use a starting task to check the current time and decide whether to transfer to the cell phone (via a transfer to external number action) for 5pm-9pm, and otherwise jump to the main menu. 

To check the current time, use a decision action with this value:

Hour(Flow.StartDateTimeUtc)-5 >= 17 and Hour(Flow.StartDateTimeUtc)-5 < 21

Notice I'm subtracting 5 from my hours--that's the UTC offset for where I'm located.  You will need to figure out the offset for where you are.

See https://help.mypurecloud.com/articles/datetime-values-in-architect-flows-and-daylight-savings-time-dst-calculations/ for several examples of calculating and handling offsets.