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  • 1.  Order of Precedence for In Queue Flow

    Posted 12-09-2020 20:24
    No replies, thread closed.
    Just wanting to confirm ...

    1. If no InQueue Flow define, then Default is used
    2. if defined in Call Flow *ONLY*, then Call Flow applies
    3. if defined in Call Flow *AND* Queue settings, then Queue Setting overrides
      1. that is, Call Flow sets the 'standard' which is overridden at Queue Level
    4. if defined in Queue Settings *ONLY* then Queue setting applies

    #Ask Me Anything (AMA)
    #Routing(ACD/IVR)

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------


  • 2.  RE: Order of Precedence for In Queue Flow

    Posted 12-09-2020 20:33
    No replies, thread closed.
    In other words, a 'standard' In-Queue Flow can be defined in the Call Flow, but can then be overridden at the Queue Level for specific Queues?

    Thanks

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------



  • 3.  RE: Order of Precedence for In Queue Flow

    Posted 12-09-2020 21:33
    No replies, thread closed.
    Just had an opportunity to do some testing ...

    It appears that the setting in the Call Flow overrides the setting in the Queue ... this is the opposite of what I was expecting, and also makes no sense to me.

    Logically, I would have thought the Queue setting would override the Call Flow :((


    ------------------------------
    Thanks and regards,
    Malcolm Green
    Nexon Asia Pacific
    ------------------------------

    Original Message


  • 4.  RE: Order of Precedence for In Queue Flow

    Posted 12-09-2020 22:44
    No replies, thread closed.
    Hi Malcolm

    What is probably also considering here is that calls can go to the queue without having passed through any call flow at all.  In which case it would be the queue in-queue flow that would be used.  So with that in mind it does make sense that it would obey whatever is set within Architect.

    One possible reason to have both would be if you wanted different logic based on whether a call went to queue from a call flow vs being called directly (or transferred from another agent).

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    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 5.  RE: Order of Precedence for In Queue Flow

    Posted 12-10-2020 09:10
    Edited by Matt Lawson 05-09-2022 09:29
    No replies, thread closed.
    It's all spelled out in the Resource Center :-)

    https://help.mypurecloud.com/articles/about-in-queue-flow-precedence/

    The setting in Architect overrides all others for calls that go through an Architect flow.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



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