Genesys Cloud - Main

Hello Team,

Customer saying to taking calls on External mobile number during office hours and non office hours, should be given ,as this is the  basic functionality which every other vendors have. but in genesys we have some limitation.

1. you cant transfer call when you are OnQueue.
2. After office Hours you can send call to round robin via Group to external mobile Numbers. max 25 People as it will work only with DID.
3. Inqueue flow we can transfer call to User but that is only limited way, cant do here round robin, always be static.
4. Is there any way to do this ? datatable or something which system can flexible transfer call to agent external number based on incoming calls or 

 

#Routing(ACD/IVR)

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Vinayak Vagal
SmartConnect Technologies Pvt. Ltd
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Hey mate, 

Can you clarify a bit here? Which license do you have for these users - half of me gets the feeling you're talking about communicate. 

1.  When an agent answers a call they are able to transfer to someone else, or another flow etc. 
2. You could have your agents have a remote phone - eg mobile they can answer from 
3. You can transfer to a group from an inqueue call flow too - it should follow the same rules as the group settings (eg round robin)
4. If you're looking to call a specific person based on a set of rules etc, then you can do this either in architect or build a data table to reference. 

Though, I'm a little confused to the actual use case - happy to help but just might need some more info. 

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Lawrence Drayton
Prvidr Pty Ltd
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