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  • 1.  Strip Language Skill from transfer calls

    Posted 13 hours ago

    Hello,

    We are stripping skills for a blind transfer call at the ORG level, but the Language skill still remains tagged with the interaction. Can we strip off language skill too in case of transfer to a queue?


    #Routing(ACD/IVR)

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    Saif Khan
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  • 2.  RE: Strip Language Skill from transfer calls
    Best Answer

    Posted 13 hours ago

    Hello Saif

    I had a look and see it mentions that skills are removed on blind transfer, except for language skills.

    Had a look and found the following Idea on the Ideas portal, would recommend voting on this as well -https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-1957

    Not sure if someone else in the community is perhaps aware of another way on how to achieve this.

    Regards



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    Stephan Taljaard
    EMBEDIT s.r.o
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    Original Message


  • 3.  RE: Strip Language Skill from transfer calls

    Posted 12 hours ago
    Edited by Phaneendra Avatapalli 12 hours ago

    +1 to Stephan 

    I believe that is correct.

    The Resource Center note specifically states:
    "The system always preserves the language skill."

    So from my understanding, the language skill cannot currently be stripped through the org-level blind transfer skill stripping setting in the same way as standard ACD skills.



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: Strip Language Skill from transfer calls

    Posted 8 hours ago

    If you are using a script to perform the transfer, I recommend sending it to a fake/intermediate queue, and within that queue you can place an "inqueue flow" to update the language before sending the call to the destination queue.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 5.  RE: Strip Language Skill from transfer calls

    Posted 5 hours ago

    Unfortunately, language skills cannot be stripped, but a workaround is a great idea.



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    Arthur Pereira Reinoldes
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    Original Message


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