Genesys Cloud - Main

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

Hello Dinesh, 

The group transfer is the only way to way to ring multiple agents at one time. It's not possible to make calls ring at the queue level.

I have looked for improvements to the group transfer and didnt find anything on the Agent popup, in-queue flow, etc so this would be a good idea to submit to our ideas lab for feature enhancement. Or you could make an idea as well for queue level to alert all agents. 

Cheers, 

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

As Cameron mentioned, that is not possible and actually is contrary to what ACD or Queue routing is designed for.  For ACD, it is the job of the routing engine to pass a single call to a single user according to business logic.  Group routing (currently only user-based) is designed for NON-ACD routing and can allow broadcast (all at once with some caveats), top-down, or round-robin ringing.  You should be transferring to these groups, but at present, you can't do that directly as an ACD agent.  What you will need to do is create an External Contact that is related to an Internal DID that rings to a flow that transfers to the group.  Let me know if you need expansion on that.  

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

#ArchitectureandDesign
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Dinesh Akkera
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Hi Dinesh,

We've found an 'undocumented workaround' for this:

• From the Inbound Call Flow, first use the Transfer to ACD flow
• Then in the In-Queue Call Flow, then use a Transfer to Group action (with the rollover to voicemail disabled and the voicemail config in the group disabled too)
• In case of it not being answered, then set the 'failure' path back into your In-Queue flow to either wait in queue like a normal ACD interaction, or loop and start again

By routing into the Queue first, then using the Group transfer, it will appear in each agent's Interactions list and have the script, pop-up's, etc.

Downsides to this workaround is:

• it ignores the agents On Queue state and continue to ring/alert even if Off Queue in an Available state
• May mess up reporting as a flow-out or not count properly in WFM (haven't validated either of these scenarios though)
• Given it's not a documented feature - it may break at any time with a future release (i.e. one day it might show as a group call again, or not work at all).

------------------------------
Jeff

Original Message:
Sent: 11-20-2024 07:00
From: Dinesh Akkera
Subject: Ring on All agents in Queue at a time

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

#ArchitectureandDesign
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Dinesh Akkera
------------------------------

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

#ArchitectureandDesign
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Dinesh Akkera
------------------------------

Try to propose them alerts (for instance for interaction call in queue) followed up by pulling the calls from Queue Activity. In theory this should not break analytics reporting (this I did not have to test so far). This was proposed to us by Genesys PS for a couple of use cases we have.

You may need several alerts (eg 0s 5s 10s etc) to get the impression of a continuous ring (you may need to adapt windows sound for notification). You may also want to notify the clearance (so that other agents know that one interraction was picked up. One drawback here: I was not able to figure out how to supress alerts for agents engaged in an interaction.

Maybe this helps. 

------------------------------
Bogdan Simaciu
Voice Network Engineer

Original Message:
Sent: 11-20-2024 07:00
From: Dinesh Akkera
Subject: Ring on All agents in Queue at a time

Hi

We got a requirement where the Business wants the calls to ring on all agents in the Queue at the same time.

I tried with Transfer to Group in Architect, it rings on all agents at once but the Queue features like Agent popup, In Queue flow etc. cannot be implemented.

Wanted to know if this can be done at Queue level? or is there any other workaround for this?

Thank you.

#ArchitectureandDesign
#Implementation
#PlatformAdministration
#Routing(ACD/IVR)
#Telephony

------------------------------
Dinesh Akkera
------------------------------