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  • 1.  Queue/Skill Routing from Exit Menu Option

    Posted 3 hours ago

    Hello Team,

    I am troubleshooting an exit menu queue treatment and would appreciate some assistance.

    The menu is configured with the following DTMF options:

    • DTMF 1 – No operation (Noop); caller remains in queue and continues holding.
    • DTMF 2 – Route caller to a specific Queue and Skill.
    • DTMF 3 – Transfer caller to a voicemail destination.

    The menu is functioning as expected for Option 1 and Option 3. However, when Option 2 is selected, the interaction is not being routed to the configured Queue and Skill. Instead, it appears that the routing logic is either being bypassed or failing to execute as intended.

    Has anyone encountered this behavior before or can provide guidance on what configurations I should verify (e.g., queue assignment, skill assignment, transfer logic, data table mappings, routing conditions, or Architect treatment configuration)?

    Any assistance or troubleshooting recommendations would be greatly appreciated.


    #ArchitectandDesign

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    Sheree Barrett
    NA
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  • 2.  RE: Queue/Skill Routing from Exit Menu Option

    Posted 2 hours ago

    Hi Sheree,

    From my understanding, there are a few things worth checking for Option 2 specifically.

    • Verify that the Transfer to ACD action is correctly configured with the target Queue and, if applicable, the required Skill. If you're using a skill variable or skill expression, confirm it is resolving to the expected value at runtime.
    • Ensure agents in the target queue have the required ACD skills assigned and that the queue is configured for the routing method you're expecting.
    • Check both the Success and Failure paths of the Transfer to ACD action. If the transfer is failing, the Failure path (or Failed Transfer Audio) can help determine whether the issue is with the transfer configuration rather than the exit menu itself. You can also inspect the errorType and errorMessage outputs for additional troubleshooting information.
    • As a quick isolation test, try routing to the same queue without a skill. If that works, it would help determine whether the issue is related to the skill configuration or the queue itself.
    • Finally, if you've recently changed the queue, skills, or flow configuration, make sure the Architect flow has been republished so the latest configuration is being used.

    Hope this helps!



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    Phaneendra
    Technical Solutions Consultant
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