Genesys Cloud - Main

hi everyone,

I recently discovered an excellent post https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached about setting up a time-based threshold in a flow to redirect calls to voicemail.

The setup worked flawlessly-I was able to configure a callback after a specified number of minutes. This got me thinking: is it possible to automate the flow so that it plays on-hold messages for a defined period and then transitions seamlessly to hold music, based on the set threshold?

I understand that manually configuring this involves calculating the duration of on-hold messages in advance, with the remaining time dedicated to hold music to meet the threshold. 

It would be helpful to learn how others are setting up their flows and handling similar configurations.

I think I've resolved the issue. I created a loop followed by a decision step with the following logic:

If(
  DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) >= MakeDuration(0, 0, ToInt(Task.maxQueueTime), 0),
  true,
  false
)

If the condition evaluates to true, it will offer a callback. If it evaluates to false, it will play hold music instead.

This ensures the callback option is only presented after the specified queue time has been exceeded, otherwise, the user stays on hold.

Hopefully this will work.

hi everyone,

I recently discovered an excellent post https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached about setting up a time-based threshold in a flow to redirect calls to voicemail.

The setup worked flawlessly-I was able to configure a callback after a specified number of minutes. This got me thinking: is it possible to automate the flow so that it plays on-hold messages for a defined period and then transitions seamlessly to hold music, based on the set threshold?

I understand that manually configuring this involves calculating the duration of on-hold messages in advance, with the remaining time dedicated to hold music to meet the threshold. 

It would be helpful to learn how others are setting up their flows and handling similar configurations.

It didn't work as expected-the music played indefinitely because I didn't specify the duration time. If anyone knows how to fix this, please let me know.

I think I've resolved the issue. I created a loop followed by a decision step with the following logic:

If(
  DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) >= MakeDuration(0, 0, ToInt(Task.maxQueueTime), 0),
  true,
  false
)

If the condition evaluates to true, it will offer a callback. If it evaluates to false, it will play hold music instead.

This ensures the callback option is only presented after the specified queue time has been exceeded, otherwise, the user stays on hold.

Hopefully this will work.

hi everyone,

I recently discovered an excellent post https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached about setting up a time-based threshold in a flow to redirect calls to voicemail.

The setup worked flawlessly-I was able to configure a callback after a specified number of minutes. This got me thinking: is it possible to automate the flow so that it plays on-hold messages for a defined period and then transitions seamlessly to hold music, based on the set threshold?

I understand that manually configuring this involves calculating the duration of on-hold messages in advance, with the remaining time dedicated to hold music to meet the threshold. 

It would be helpful to learn how others are setting up their flows and handling similar configurations.

Change the play style to play for duration and set however long you want it to play.

https://help.mypurecloud.com/articles/hold-music-action/

It didn't work as expected-the music played indefinitely because I didn't specify the duration time. If anyone knows how to fix this, please let me know.

I think I've resolved the issue. I created a loop followed by a decision step with the following logic:

If(
  DateTimeDiff(GetCurrentDateTimeUtc(), Flow.StartDateTimeUtc) >= MakeDuration(0, 0, ToInt(Task.maxQueueTime), 0),
  true,
  false
)

If the condition evaluates to true, it will offer a callback. If it evaluates to false, it will play hold music instead.

This ensures the callback option is only presented after the specified queue time has been exceeded, otherwise, the user stays on hold.

Hopefully this will work.

hi everyone,

I recently discovered an excellent post https://community.genesys.com/discussion/flow-decision-after-actual-time-in-queue-threshold-is-reached about setting up a time-based threshold in a flow to redirect calls to voicemail.

The setup worked flawlessly-I was able to configure a callback after a specified number of minutes. This got me thinking: is it possible to automate the flow so that it plays on-hold messages for a defined period and then transitions seamlessly to hold music, based on the set threshold?

I understand that manually configuring this involves calculating the duration of on-hold messages in advance, with the remaining time dedicated to hold music to meet the threshold. 

It would be helpful to learn how others are setting up their flows and handling similar configurations.