Genesys Cloud - Main

Hello all,

Wondering if anyone has run into something like this and found a way around it. 

We are a BPO and some of the calls that we take for our customers we simply don't have access to complete.  Our customers would like us to transfer the call back to them to handle these cases, but only during their business hours.  With customers across multiple time zones even with pop ups reminding agents that they should only transfer calls to the customers during their business hours it gets missed.  

Scheduling a call back or sending a voicemail won't work from a process standpoint.  

We are trying to only allow transfers from a queue during a specific window yet the queue is open 24/7/365

Thoughts??

Thanks in advance.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

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Bob Hall
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How about creating a flow for transfer where you can perform the schedule check (based on destination party's operating hours) and have a treatment (Closed Message) for afterhours. 

Create an external contact for that customer with a dummy number that points to the transfer flow. Your agents will need to transfer calls to that external contact. 

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Cheers
Zubair
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Alternatively you could do a schedule check before the Transfer to Your Agents.

Include the outcome as an input to the script.
Then create a script that uses a button to do the transfer for the agents.
Create the Button to Only be visible while the Queue is open and Provide Instructions for Agents on off hours.

 

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Chris Martin
Genesys Cloud Analyst
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