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  • 1.  Is it possible to add a simple 'agent logged in' check within call routing set up?

    Posted 07-13-2017 01:44
    No replies, thread closed.

    It seems odd that I have been told this is not a feature of pure cloud. Can other members of the community share what they do if they do not have anyone logged in for example emergency evacuation? Thank you



  • 2.  RE: Is it possible to add a simple 'agent logged in' check within call routing set up?

    Posted 07-13-2017 13:24
    No replies, thread closed.

    What kind of a transfer are you intending to do? Directly to a user or to a queue?



  • 3.  RE: Is it possible to add a simple 'agent logged in' check within call routing set up?

    Posted 07-13-2017 20:27
    No replies, thread closed.

    Try this:

    1) Create a queue with your emergency people as members. It's fine if there is only 1 member.

    2) Create an in-queue flow that will play your recorded message and disconnect.

    3) Use the transfer to ACD action in your normal inbound flow, and make sure to override the default in-queue flow handling to use the in-queue flow you created in step 2.

     

    When your customer calls in and choose the option in step 3, if the queue doesn't have any members logged in & on-queue (), the caller will get transferred to the in-queue flow, hear your recorded message and the system will hang up.

     

    https://help.mypurecloud.com/articles/queue-call-flows/

    https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

    https://help.mypurecloud.com/articles/onqueue-offqueue/

     



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