Genesys Cloud - Main

Hello,

This post is inregards to voice calls and blind transfers.

I have configured a secure flow with a script button to transfer to the secure flow.  The only way I am able to make the transfer button visible is if I define the script name as the default script at the queue level. I had hoped to be able to create a separate button and secure flow for several more queues. This effort is in order to avoid blind transfers  getting stuck in queue.

I have temporiarily configured my Secure Flow to redirect a caller to the inbound menu where the caller can make their own selection and adding the script as the default for all queues where blind transfers are an issue.  In this case, 4 of of our CS queues are set to the default script "Transfer to TS Menu" and the caller can make the correct menu selection.

If anyone has some knowledge on how to configure a script so multiple buttons are available for queue transfer  in a secure flow, please share! 

I do have visibility set to true, I have tried a screen pop to no avail, and I have also attempted to add a custom action on page load for the script.  Each of these attempts have failed.  I am not a developer and scripting is new to me so any tips and tricks are greatly appreciated!

Thank you,
Tina
#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills. 

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

No problem, reach out any time, although there are a lot more knowledgeable people out there.

I'll pull together some screen shots for you over the next day or so

Phil

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 06-09-2022 11:18
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills.

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------


Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC

Hi,

Question; when I do add the button to the home page, do I need a custom action for Invoke Secure Flow and if so I cannot figure out how to end the custom action for the custom Invoke Secure Flow.  I tried various configurations but keep getting prompts to add more steps. It does not appear as if I can just select action for the button or I am seriously missing something.

Thanks,
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 06-09-2022 11:37
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

No problem, reach out any time, although there are a lot more knowledgeable people out there.

I'll pull together some screen shots for you over the next day or so

Phil

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------


Original Message:
Sent: 06-09-2022 11:18
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills.

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC

You don't need a secure flow, you can route to any flow by do the following

Where the %20 represents spaces in the flow name

Phil

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 06-09-2022 12:26
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi,

Question; when I do add the button to the home page, do I need a custom action for Invoke Secure Flow and if so I cannot figure out how to end the custom action for the custom Invoke Secure Flow.  I tried various configurations but keep getting prompts to add more steps. It does not appear as if I can just select action for the button or I am seriously missing something.

Thanks,
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------


Original Message:
Sent: 06-09-2022 11:37
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

No problem, reach out any time, although there are a lot more knowledgeable people out there.

I'll pull together some screen shots for you over the next day or so

Phil

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 06-09-2022 11:18
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills.

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC

Here's an example of how you could build up your script with multiple buttons.  Nothing fancy, but would get the job done

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 06-09-2022 12:35
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

You don't need a secure flow, you can route to any flow by do the following

Where the %20 represents spaces in the flow name

Phil

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------


Original Message:
Sent: 06-09-2022 12:26
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi,

Question; when I do add the button to the home page, do I need a custom action for Invoke Secure Flow and if so I cannot figure out how to end the custom action for the custom Invoke Secure Flow.  I tried various configurations but keep getting prompts to add more steps. It does not appear as if I can just select action for the button or I am seriously missing something.

Thanks,
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 11:37
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

No problem, reach out any time, although there are a lot more knowledgeable people out there.

I'll pull together some screen shots for you over the next day or so

Phil

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 06-09-2022 11:18
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills.

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC

Hi Phil,

I appreciate your help!  I did manage to get multiple buttons on a page like you suggested earlier.  Yesterday, when I was adding buttons to the page, I was not able to configure an action for each button.  Turns out there was something funky going on with either our network or my computer and if I rebooted I was able to configure the action. 

The solution you have offered is exactly what I am looking for; simple but effective!

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.
------------------------------

Original Message:
Sent: 06-10-2022 10:52
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Here's an example of how you could build up your script with multiple buttons.  Nothing fancy, but would get the job done

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------


Original Message:
Sent: 06-09-2022 12:35
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

You don't need a secure flow, you can route to any flow by do the following

Where the %20 represents spaces in the flow name

Phil

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 06-09-2022 12:26
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi,

Question; when I do add the button to the home page, do I need a custom action for Invoke Secure Flow and if so I cannot figure out how to end the custom action for the custom Invoke Secure Flow.  I tried various configurations but keep getting prompts to add more steps. It does not appear as if I can just select action for the button or I am seriously missing something.

Thanks,
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 11:37
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

No problem, reach out any time, although there are a lot more knowledgeable people out there.

I'll pull together some screen shots for you over the next day or so

Phil

------------------------------
Philip Thys
British Telecommunications PLC


Original Message:
Sent: 06-09-2022 11:18
From: Tina Yocum
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hello Phillip,

When our CS agents blind transfer, it seems as if transferring using a script is the best option for the blind transfers to be routed with skills.

You defined exactly what my goal is for the blind transfers.  Can you tell me the process in more detail for what you lined out? I am not clear on how to define the home page.  I can create the buttons but stumble with adding them to the same page.  I think it is an excellent solution for my goals.

I am going to work on the conifiguration you suggested.  I am new at the scripting.  I'd like to be able to reach out to you with more questions with this process if you are okay with it.  I feel like the scripting can be utilized in various ways to improve our SLAs.

Thank you!
Tina

------------------------------
Tina Yocum
Nxstage Medical, Inc.


Original Message:
Sent: 06-09-2022 10:45
From: Philip Thys
Subject: Multiple Script Buttons for Transfers to Secure Flow

Hi
You can add several buttons to the one script and have the agent select the relevant one to transfer to.
Can I ask what the need is for a secure flow, in fact is the below what you are trying to resolve please?

Call comes in.
Agent answers
Call needs to be transferred
Agent blind transfers to queue
Call sits in the queue on low priority

If so you could create a "home page" script with several transfer buttons.
Each button routes to a new individual flow that in turn routes to the required queue at a higher priority than other calls
The buttons could use blind or consult transfer

Cheers

------------------------------
Philip Thys
British Telecommunications PLC