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  • 1.  Stop automatic queue transfer when the call is ringing on an agent

    Posted 02-21-2024 09:46

    Hello,

    We have in-queue flows set up for the incoming calls to go from queue1 to queue2 and back to queue1 and so on (loop) every 3m.

    Now, if the call is ringing on an agent when the 3m time for that queue is over the agent receives an error and is put off-queue, same behaviour as if the agent didn't answer.

    What I'd like to know id if there is a way to prevent the transferring of the queue if the call is ringing already on an agent. If the agent does not answer it should be transferred. Maybe make a logical block on the in-queue flow to check if the call has been assigned and it's ringing (not sure this is possible) before transferring to the next queue, and if so to not transfer?


    #ArchitectureandDesign
    #Telephony

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    Marco Silva
    LEROY MERLIN SA
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  • 2.  RE: Stop automatic queue transfer when the call is ringing on an agent

    Posted 02-22-2024 10:13
    Edited by Marco Silva 02-22-2024 10:14

    Forgot to add that the agents are answering on Zendesk through the Genesys Cloud integration.

    In the end we managed it with data actions: Genesys asks Zendesk if the interaction is ringing on an agent and depending of the answer from Zendesk the calls goes in Hold Music for a few more seconds to give time for the agent to pickup otherwise it'll go to next queue.

    Not sure how to close this, it's solved.



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    Marco Silva
    LEROY MERLIN SA
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