Chris_Phillips | 2019-09-16 22:59:32 UTC | #1
Hello
We have an issue, where a VM is sitting in a Queue with a few skills. And the Agent realizes that it needs to be handled by a different department.
But if they transfer the VM to a different Queue the skills go with it and wreck all the routing :(
For voice calls we fixed this by creating our own UI that routes the call to an IVR that then sends it to the Queue with the right skills.
Can we do something similar with VMs? I can't see a way as Callbacks do not go through IVRs...
Thanks
Chris
anon66637029 | 2019-09-18 17:34:50 UTC | #2
Chris, you are correct - today's functionality does, in fact, keep all skills attached to the interaction (in this case the voicemail) on transfer. We are working on a feature now to optionally 'strip skills on blind transfer' which you will be able to enable at the Org level, which will help address this. Tentative delivery date is November of this year.
Feel free to reach out to me directly if you have questions.
Regards, Chris Bohlin chris.bohlin@genesys.com
system | 2019-10-19 17:34:52 UTC | #3
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