Hi Gareth and Cameron
There is a way that I do this myself and it works perfectly.
Obviously, it requires some changes.
1 - You cannot use the native Genesys transfer, you will need to use the script transfer option (Dropdown), This is how I did it, but there might be another way via API.
This is because we need the destination queue to have its value in a participants data, e.g., destination_queue.
-
NOTE: The participant data assigned via script, resulting in the agent's participant, which complicates the use of "get participant". Therefore, in the inbound callt flow, create a participant data entry called "destination_queue" and leave it blank.
When the script populates it, it will be in the customer participant, not the agent's.
-
2 - You'll need a FAKE queue to receive all the transfers(eg: name queue: queue_to_transfer).
This fake queue will have an inqueueflow where it will perform all its logic.
-
3 - Create a data table with 3 columns:
- destination queue;
- skill;
- scheduler group
-
NOTE.: The values in these columns must contain EXACTLY the names of the queues, skills, and schedules.
-
4 - In configuring your inqueue flow, the first thing to do is use "get participant" to retrieve the destination_queue value.
-
5 - The next step is to include a "data table" block, passing the variable that will be created when retrieving the destination_queue.
This will already give you the skill and the scheduler group.
-
6 -Includes an "Evaluate Schedule Group" option, passing the retrieved (data table) value as a parameter.
If you are closed, transfer to a standard queue or play an audio message for the customer and disconnect.
If open, proceed to the next step.
-
7 - With the schedule open, you should use the "transfer to acd" option using the value retrieved in the GET(since this will be your destination queue) and use a skill retrieved from the data table.
-------------
If you still follow for an external transfer, you also need some steps from what has been accumulated here, especially the fake queue, because you will need to create a variable with the data that you will retrieve in the GET to pass in the SET UUI, for example.
I hope this help you
------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------
Original Message:
Sent: 04-22-2026 07:50
From: Gareth Wells
Subject: Internal Transfers
Hello, my question is around internal transfers.
Our set up is currently to use the external contacts for internal transfers, for a few reasons, 1) to allow transfers to a queue with new skill attached, this is to allows us to attach a new skill aligned to the agents on the target queue with an appropriate proficiency. 2) to stop contacts being transferred into queues when departments are closed.
Is there any way we can adopt queue to queue transferring and achieve points 1 & 2 without turning off the strip skill on blind transfer setting.
#ArchitectandDesign
#Routing(ACD/IVR)
#Telephony
------------------------------
Gareth Wells
------------------------------