Genesys Cloud - Main

​ Hello, 

 

I'm new to PureCloud but not new to managing calls for contact centers. We currently use Avaya Call Center Release 5.0 and I believe I'm proficient at creating Skills, Agents, VDN's Vectors Hunt Groups…, all the things it takes to get a call to the agents. 

We have had our 4 hours of administrator training, I'm going thru training material on the site but I'm still struggling with applying the Avaya knowledge to PureCloud as I don't know what PureCloud calls these things.

Right now I'm wanting to setup the Genesys equivalent of the Avaya Vectors. Believe these are called Inbound Call Flow. I haven't been able to find detailed information on how to build Inbound Call Flows. And then inside the call flows, what options are available to use such as announcing your position in the queues or an estimated wait time. 

Can anyone point me to comprehensive training material for call flows? 

In Avaya, when a call is received, we used the last 3 positions of the DINS, that directed the call to a vector and then everything occurred inside the vector. We played the welcome announcement and listed the options available and when the caller made a selection, we jumped to the section of the vector associated with the selection. I sense that PureCloud is not done this way. It seems like a call come in and it gets some type of treatment and then does a few jumps and then the call gets to the call flow. 

Well I'm rambling so I'm cut this off for now. I'm sure the deeper I get into this I will have more questions. 

Thanks
Ben

#ArchitectureandDesign
#Implementation

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Ben
VSG, LLC
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Hi, Ben,

I realize it is not up-to-date, but the eLearning for Architect on training.mypurecloud.com gives you some solid background on how it works.

The Resource Center at help.mypurecloud.com has some basic articles on how to set up inbound menus and such using Architect. You should probably start here https://help.mypurecloud.com/articles/about-architect/ and work down, ending with the tutorials.

Also become familiar with the concept of Call Routing under the Admin>Routing settings, as that is how you match a DID to Architect flows. Architect can transfer an interaction to ACD Routing, as well as do all the IVR functionality.

See this page for a lot of info links regarding ACD Routing, Schedules, and Call Routing https://help.mypurecloud.com/articles/about-routing/

We are working on several instructor-led classes, which will be out starting beginning of Q2 or so.  

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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