I am curious if there is a way to use a variable driven transfer action which will work with a queue. I've done this with Voice before by transferring to a SIP id to execute a transfer script, or directly to a phone number, but now I am working on a version compatible with web messaging.
The documentation suggests that the variable option is intended for use with a phone number only, so I am not sure that this is possible.
The actual result I am trying to achieve is to provide a queue dropdown that pairs with a transfer button rather than a set of separate transfer buttons for each of the various options. This isn't a hard requirement, but I am looking for a consistent UI design with the voice design this pairs with, which uses dropdowns for transfer options.
Methods I have tried thus far:
- Using a variable containing the queue ID.
- Sending to the SIP id of an inbound message flow that transfers to the applicable queue.
Update:
There is a method I found that does work, but I am not fond of by way of setting the dropdown to just control a variable, and then set up a custom action to use that variable to execute hard coded blind transfers which match to their IDs. I am curious if there is a more direct method for variable driven queue transfers though.
In implementing the above, I found that this method didn't work with consult transfers, but did work with blind transfers, so I went back an tried the earlier direct transfer method with a blind transfer to the queue id, but that didn't work unfortunately.
In any event, this seems to be a working solution, I am just not especially fond of having to hard code it in a custom action from a maintenance standpoint.
Edit 2:
I am also realizing that I am losing the ability to set ACD skills via this method, which I could previously do by transferring to a SIP ID and having Architect set those via a Transfer to ACD action.
#DigitalChannels
#PlatformAdministration
------------------------------
Matt Riedl
Senior Consultant, Deployment
------------------------------