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  • 1.  Internal queue closed

    Posted 02-25-2025 17:32
    No replies, thread closed.

    Close of business for us is 6pm for our IVR.  Internally, agents should be able to transfer members to another queue for further assistance if needed beyond 6pm. Our agents who attempt to transfer are receiving the message that the queue is closed.  What changes need to be made to allow the internal transfer?


    #ArchitectureandDesign

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    Yvonne Martinez
    AVP, Contact Center
    Rally Credit Union
    Corpus Christi TX
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  • 2.  RE: Internal queue closed

    Posted 02-25-2025 18:03
    No replies, thread closed.
    Sounds like you are using a flow to transfer the call and that flow is checking the closed time.  I would suggest you provide them another number to transfer to that does not check for the schedule time.  Other option if possible it to just transfer to the queue directly.  Now, this could also be a problem in the in-queue flow.


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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Internal queue closed
    Best Answer

    Posted 02-25-2025 20:52
    No replies, thread closed.

    Hi Yvonne,

    It sounds to me that you have your In-Queue setup in the Queue settings of Genesys.  Admin >Contact Centre > Queues.  Under the Voice section check In-Queue flow.  If you have that set with a flow, that's what will be causing your issue.  When transferring between queues, this In-Queue flow will run.  But if you want any calls to be transferable outside of hours, I wouldn't setup an In-Queue for the Queue itself (Or create a separate flow that caters for out of hours).

    Make sure in Architect for your inbound call flow that you have your In-Queue setup for the ACD if you decide to remove it from the Queue section.



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    Robert Niblock
    Contact Centre Technology Analyst
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