Genesys Cloud - Main

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Is that what you mean? Still not bringing it over.

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Is that what you mean? Still not bringing it over.

------------------------------
Corey Lanier
Shaw Industries Group, Inc.

Original Message:
Sent: 05-21-2025 14:42
From: Corey Lanier
Subject: Retain data from one in-queue flow to another

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

------------------------------
Corey Lanier
Shaw Industries Group, Inc.

Original Message:
Sent: 05-21-2025 13:46
From: George Ganahl
Subject: Retain data from one in-queue flow to another

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-21-2025 12:48
From: Corey Lanier
Subject: Retain data from one in-queue flow to another

------------------------------
Corey Lanier
Shaw Industries Group, Inc.

Original Message:
Sent: 05-21-2025 12:21
From: George Ganahl
Subject: Retain data from one in-queue flow to another

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-21-2025 11:50
From: Corey Lanier
Subject: Retain data from one in-queue flow to another

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

------------------------------
Corey Lanier
Shaw Industries Group, Inc.

Original Message:
Sent: 05-20-2025 02:29
From: Christoph Domaschke
Subject: Retain data from one in-queue flow to another

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 05-19-2025 09:39
From: Corey Lanier
Subject: Retain data from one in-queue flow to another

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

#Routing(ACD/IVR)

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Hi Corey,

"Attribute Name" is the name of the participant data variable. I reccomend to use static names instead of flow-variable-values. The labels in the action are a bit confusing. 

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Thank you all for your input. I got this working now. I appreciate the help.

Hi Corey,

"Attribute Name" is the name of the participant data variable. I reccomend to use static names instead of flow-variable-values. The labels in the action are a bit confusing. 

I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. 

The Set Participant Data and Get Participant Data actions work in tandem. In the screenshots, you use the Set Participant Data action to create a new attribute named "group"

The Get Participant Data action in the other flow needs to use the same attribute name to get the value, which would then be assigned to whatever variable name you want (Task.Group in the second screenshot).

So, try changing FindGroup(Flow.Group.Name) to just Group

It might be best to post screenshots of the actions you are configuring...your description does not make it fully clear as to what you have set up. 

In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as (Task.Group) and nothing comes back.

Hi Corey,
you can transfer data from flow to flow with participant data. Use the "set participant data" Action in Architect to write data into the conversation. Use "get participant data" to receive it in the next flow. Participant data is case sensitive and have to be spelled exactly the same way on both ends.
With that you should be able to preserve the original queue name and send the customer to the desired voicemail queue.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer

If i understand you correctly, you are using the transfer to voicemail block in architect. When in a queue flow this is restricted to the current queue, which sounds like where you are.

transfer to an Inbound Call Flow and the block will allow you to transfer to any queue, using participant data as detailed by Christoph.

Hey Community,

I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select to speak to a different team then they are transferred out to a Main Queue with an In-Queue Structure "B". In this In-Queue structure is another minute of hold music and messages and if no one can take the call the customer is forced to voicemail.

My question is: Is there a way to get that original queue information and send the call to the original team's voicemail rather than the Main Queue voicemail?

Thanks in advance.

#IVRRouting #IVRConfiguration #In-queueCallFlow #InQueueCallFlow #Transfer