Genesys Cloud - Main

#ArchitectandDesign

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Sheree Barrett
NA
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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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I am still having difficulty. If DTMF 2  is routing to a different queue would the inputs need to be updated to include Flow.Queue. All I see is Flow.Skills.

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Sheree Barrett
NA
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Original Message:
Sent: 07-09-2026 08:20
From: Phaneendra Avatapalli
Subject: Queue/Skill Routing from Exit Menu Option

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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Hi Sheree,

Could you share a screenshot of the full flow after the Common Module completes? Specifically we would like to see what action comes after the Common Module returns for example whether there is a Transfer to ACD and how the queue and skill are configured at that point. That would help us understand where the routing is breaking down for DTMF 2.

Hope this helps!

Hi Sheree

Echo Phaneendra's response, but also worth checking:

• The queue's routing method is aligned to your requirements (e.g. make sure you're not assigning 2 skills on an All Skills Matching method where agents only have one or the other).
• Through Analytics workspace, is the call reaching the right queue with the right skills assigned?
• Try taking a look at the Flow Execution History (https://help.genesys.cloud/articles/flow-execution-history/) N.b. you'll need to turn on Execution Data Storage to allow this - ensure you've enough storage capacity on your license to allow for this and turn off when not needed. This allows you to debug the flow execution after the fact to find out if errors are occurring

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Kieran Exley
Senior Unified Communications Services Specialist
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