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  • 1.  transfer call to script

    Posted yesterday
    Edited by Mohamed Hassan Mohamed yesterday
      |   view attached

    Hay How are ypu guys.

    I am working with a project post call survey so iam asking about how to make and button on script that can transfer the interaction to another call flow 
    and inside this call flow i need to add a the survey qeustions so after navigating to inbound properites i didnot find option to transfer the call to call flow as only secure flow any one know how to transfer the interaction from script to other call flow ??


    #Scripts

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    Mohamed Hassan Mohamed
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  • 2.  RE: transfer call to script

    Posted yesterday
    Edited by Phaneendra Avatapalli yesterday

    Hi Mohamed,

    You've got a couple of options you could try:

    • Recommended: Transfer from the script to a queue, and attach your survey logic in an In-Queue Flow
    • Alternative: Use the built-in Post-Call Survey feature if you don't need agent control

    There is also a workaround using a blind transfer like

    FlowName@localhost or FlowId@localhost

    https://community.genesys.com/discussion/transfer-to-flow-from-agent-script

    Hope this helps, keen to see if others have different approaches



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: transfer call to script

    Posted yesterday

    Do you mean by Post-Call Survey feature suvery form from QM and using it in Voice call survey call flow ?

    If yes my Org is CX2 and this feture needed upgrade licnse .


    for the first option do you mean transfer the script the a Q1 for example and i should make a invlound flow that transfer to this Q and inside the transfer i will add a override by in Q flow and inside the in Q flow add the survey Qeustions ??



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    Mohamed Hassan Mohamed
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    Original Message


  • 4.  RE: transfer call to script

    Posted yesterday

    I uploaded screenshot from steps the first one for Blind transfer to the "Q Customer_Survey_Q" and you mean adding the in - Q-flow in the voice tab in  Q settings

    as photo 2 

    Shall i add "Default Script"? @Phaneendra Avatapalli



    ------------------------------
    Mohamed Hassan Mohamed
    ------------------------------

    Original Message


  • 5.  RE: transfer call to script

    Posted yesterday

    Hi Mohamed,

    Yes both of your screenshots look correct 

    • The script is transferring to the queue properly
    • And you're in the right place to assign the In-Queue Flow in the queue settings

    You don't need to set a Default Script, that only applies when an agent answers a call.

    In your setup, once the call is transferred to the queue, the In-Queue Flow will run your survey directly, so no agent/script is involved after that.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 6.  RE: transfer call to script

    Posted yesterday
    Edited by Phaneendra Avatapalli yesterday

    Just to clarify , I wasn’t referring to the Post-Call Survey (QM feature).

    I meant building a simple custom survey using an In-Queue Flow (play prompts and collect input), which doesn’t require any additional licensing.

    For option 1 you could try the following:

    • From the script, transfer the call to a queue (e.g., Q1)
    • On that queue, set an In-Queue Flow override
    • Inside that In-Queue Flow, add your survey logic (play prompts, collect input, etc.)

    So when the call is transferred, it goes to the queue and the In-Queue Flow runs your survey directly.

    Hope this helps and someone might add different approaches.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 7.  RE: transfer call to script

    Posted yesterday
    Edited by Gabriel Garcia yesterday

    Hi Mohamed,

    You’re on the right track, the correct way to handle this scenario is by using Set Post-Flow, not by trying to transfer directly from the Script.

    Why your current approach doesn’t work

    From Scripts, you can’t transfer an interaction to another Call Flow. The “Secure Flow” option is only for PCI use cases.

    Correct approach: Use Set Post-Flow in Architect

    What you need to do is configure a Post-Flow that will run after the agent disconnects.

    Steps:
    1 - In Architect, open your Inbound Call Flow.
    2 - Before routing to the queue, add the action:
     - Set Post-Flow
    3 - Select the flow you want to execute after the interaction (your survey flow).
    4 - Then proceed with Transfer to ACD (send to agent/queue).

    What happens
    -The call is handled normally by the agent
    - When the agent disconnects
    - Genesys automatically sends the caller to the Post-Flow (your survey)

    Key advantage

    - No need to handle anything in the Script
    - Fully controlled via Architect (which is the correct layer for routing)


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    Gabriel Garcia
    NA
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    Original Message


  • 8.  RE: transfer call to script

    Posted yesterday

    So what i implemented through script will not work ? 

    IF button hold a Q and in the Q settings i added the in Q flow so it will not work ? @Gabriel Garcia



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    Mohamed Hassan Mohamed
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    Original Message


  • 9.  RE: transfer call to script

    Posted yesterday

    Hi Mohamed,

    Yes, your approach can work in Genesys Cloud, but with one condition:

    It works if:
    - The agent clicks the button before ending the call
    - Script → transfer to queue → In-Queue Flow runs the survey
    It won't work if:
    - The agent hangs up first
    - Because the interaction is already closed (no transfer happens)


    About Default Script

    You don't need it, the In-Queue Flow runs without agent interaction.

    Your setup is valid for a manual (agent-triggered) survey, not automatic after disconnect.



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------

    Original Message


  • 10.  RE: transfer call to script

    Posted yesterday

    Hi,

    Since you were asking about triggering this from a script, the approach would be:
    Script → Queue → In-Queue Flow, where the survey runs inside the In-Queue Flow.

    Gabriel is also right this will only work if the agent clicks the button before ending the call. If the agent disconnects first, the interaction is already closed so the transfer won't happen.

    Gabriel's Set Post-Flow approach is different  that runs the survey automatically after the call ends, without needing any action from the script.

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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