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.
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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.
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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.
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3 - Create a data table with 3 columns:
- destination queue;
- skill;
- scheduler group
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NOTE.: The values in these columns must contain EXACTLY the names of the queues, skills, and schedules.
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4 - In configuring your inqueue flow, the first thing to do is use "get participant" to retrieve the destination_queue value.
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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.
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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.
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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.
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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
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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.
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