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  • 1.  Script for Email but want to do a call consult

    Posted 06-12-2025 14:17
    No replies, thread closed.

    I have a script that is used for both inbound calls and emails. I have created buttons in the script so that if the agent encounters an issue they are unsure how to resolve, they can click the script button and make a call to someone with more expertise. The consult transfer is going as Interpolated Text and goes through the Call Flow to the expert queue. The problem I am running into is when I am on an email and attempt to do the consult transfer to the expert queue I get a failure and I am unable to make the call. I imagine this is because I am on email and trying to consult with a call queue. My question is, would it be possible to make a call to the queue from the script, and if so how would you go about doing it?

    Thanks in advance for the help.

    #Scripting #GenesysAgentScripting


    #Implementation

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    Corey Lanier
    Shaw Industries Group, Inc.
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  • 2.  RE: Script for Email but want to do a call consult
    Best Answer

    Posted 06-13-2025 11:13
    No replies, thread closed.

    Hello Corey, 

    I believe this is possible but it would take some programming in Genesys Cloud. Using the routing API "api/v2/routing/queues/{GENESYS_QUEUE_ID}" you can create a data action to call in a script. 

    Maybe somebody on the community can provide a different idea. As this is only one way I can think of currently. 

    Hope this helps!

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Script for Email but want to do a call consult

    Posted 06-13-2025 13:10
    No replies, thread closed.

    Corey, can you give a little more description of what you are trying to accomplish?

    If an agent is on an email and you attempt a Consult Transfer (AKA Warm Transfer) using a script action, that will fail because emails cannot be consult transferred.

    Genesys Cloud does not have the concept of a "Call Queue" - all queues can take all media types, so that's not a problem.

    Are you wanting the email to transfer to the expert queue? Or, do you just want the agent to be able to talk to someone in the expert queue to get some advice?



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
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  • 4.  RE: Script for Email but want to do a call consult

    Posted 06-13-2025 16:50
    No replies, thread closed.

    Hey George,

    What I would like to do is when an agent is on an email interaction but needs assistance, I want the script to have a button they can use to call a support queue so a supervisor can assist them. They wouldn't actually need to transfer the email to them but just get assistance with maybe a procedure or product information. I didn't know if there was another way other than using consult transfer, which I have discovered does not work. I really would like a button for time-saving purposes and recordings as well. 



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    Corey Lanier
    Shaw Industries Group, Inc.
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    Original Message


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