I am working with a customer who has a number of emergency messages which are played and then cut the customer off once the message is played. Instead of the call disconnecting they are wanting to transfer the call to an external number. I can see that this would be possible through Create a transfer action for emergency calls - Genesys Cloud Resource Center. 

Are there any other options to the above or is this the cleanest way to go about routing an emergency message to an external number.

Hello Richard and welcome to the Community!

The way you pointed out would be the cleanest most out of the box way to do this. But maybe someone in the community would have a better idea/solution and would be interested in seeing their response. 

Cheers, 

I am working with a customer who has a number of emergency messages which are played and then cut the customer off once the message is played. Instead of the call disconnecting they are wanting to transfer the call to an external number. I can see that this would be possible through Create a transfer action for emergency calls - Genesys Cloud Resource Center. 

Are there any other options to the above or is this the cleanest way to go about routing an emergency message to an external number.

I am working with a customer who has a number of emergency messages which are played and then cut the customer off once the message is played. Instead of the call disconnecting they are wanting to transfer the call to an external number. I can see that this would be possible through Create a transfer action for emergency calls - Genesys Cloud Resource Center. 

Are there any other options to the above or is this the cleanest way to go about routing an emergency message to an external number.

Hi Richard,
We don't use any menu's in Architect, but use the Transfer to Number step within Tasks to do the same. It works, though if the other end has a voicemail setup, the call goes to voicemail and currently Genesys is not able to handle this. Architect can handle errors like "No Answer" or other errors but not VoiceMail. I think in my case I have solved this issue, but the solution is under testing currently, so won't be able to share details. If it works and passes our testing, I can share how to do it.

I am working with a customer who has a number of emergency messages which are played and then cut the customer off once the message is played. Instead of the call disconnecting they are wanting to transfer the call to an external number. I can see that this would be possible through Create a transfer action for emergency calls - Genesys Cloud Resource Center. 

Are there any other options to the above or is this the cleanest way to go about routing an emergency message to an external number.

Will this still be the case if the emergency message is part of a re-usable task and is used for EVERY emergency message ?. There will be different numbers to transfer to per emergency message.

Hi Richard,
We don't use any menu's in Architect, but use the Transfer to Number step within Tasks to do the same. It works, though if the other end has a voicemail setup, the call goes to voicemail and currently Genesys is not able to handle this. Architect can handle errors like "No Answer" or other errors but not VoiceMail. I think in my case I have solved this issue, but the solution is under testing currently, so won't be able to share details. If it works and passes our testing, I can share how to do it.

I am working with a customer who has a number of emergency messages which are played and then cut the customer off once the message is played. Instead of the call disconnecting they are wanting to transfer the call to an external number. I can see that this would be possible through Create a transfer action for emergency calls - Genesys Cloud Resource Center. 

Are there any other options to the above or is this the cleanest way to go about routing an emergency message to an external number.