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  • 1.  Overflow of calls between 2 ORGs

    Posted 08-04-2023 07:33
    No replies, thread closed.

    Hi Team,

    Our clients want to have overflow calls of 1st ORG to be routed to 2nd ORG (where both the ORGs have similar LOB structure) Along with the call all UUI data also should be included. For example, ORG 1 have LOB named customer service and the associated queue for customer service is over occupied and customer wants the calls to be overflown to similar LOB Queue (Customer Service) in the ORG2. Please suggest how can we achieve this in Genesys Cloud.

    Thank you

    Vaibhav


    #ArchitectureandDesign
    #Integrations
    #Routing(ACD/IVR)

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    Vaibhav Shukla
    Accenture Solutions Private Limited
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  • 2.  RE: Overflow of calls between 2 ORGs

    Posted 08-05-2023 15:05
    No replies, thread closed.

    Agents in ORG1 will have to transfer to a Call Flow in ORG1 that creates the UUIData and then does a transfer over to ORG2 that can then read that information and  route accordingly.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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