Chris_Phillips | 2019-07-23 00:30:14 UTC | #1
Hello
We have Agents who get a call and realize that it needs transfering to a different Queue
Example: "New client" is routed to NewClientQueue, but it turns out they are an existing client using a new phone #, so the Agent transfer them to ExistingClientQueue.
Problem: The skills that were passed to NewClientQueue are passed on to ExistingClientQueue. This causes issues.
We want to create our own "Transfer to Existing Queue" Button that transfers to the ExistingClientQueue applying a different set of queues.
I cannot see a way to do this with the API. (that doesn't involve writing attributes to the call and then transferring it to a Phone # to get it into another IVR)
Any help would be appreciated.
Thanks
Chris
tim.smith | 2019-07-23 00:30:50 UTC | #2
You need to transfer to an architect flow. That flow can then send the call to queue with the desired skills.
Chris_Phillips | 2019-07-23 17:30:01 UTC | #3
Okay, thanks that is what I suspected.
Take care
Chris
system | 2019-08-23 17:30:50 UTC | #4
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