Genesys Cloud - Main

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

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

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?

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