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  • 1.  Transfer to user scenario - limitations with auto-answer and being in On-queue

    Posted 07-25-2018 23:10
    Edited by Gomathi Vasagam 07-25-2018 23:12
    No replies, thread closed.
    Hi All

    I have a scenario where I route a call to a user based on the user information received and to overflow calls to queue in case if the agent is not available to handle calls.

    I use "Get PureCloud User Routing Status" static data action and connect the call to the user via "Transfer to User" step if the agent status is IDLE, if not then use "Transfer to ACD" to overflow the call to the queue.

    The limitations/issues I am facing are :

    * Agent has to answer the phone call manually when the call connects via "Transfer to User" step even though all agents are set to "Auto-Answer" which works if they receive the call via "transfer to ACD" step as part of the queue.

    * If the agent chooses to decline the call that gets connected via "Transfer to user" step, the calls route to Voicemail ( if not answered and time-out then it overflows to the queue )

    * When a call gets connected via "Transfer to User" step, the agent is still part of the queue and can get another call transferred to him which is routed to the queue ( refer attached screenshot )

    User is still 'On-Queue' and eligible for incoming calls inspite of answering a call that is connected via "Transfer to User" step

    Now,

    * Is there a way to make "Transfer to User" calls auto-answered

    * How to stop calls routing to Voicemail if the agent declines the call and have it overflow the call to queue ( we don't need voicemail enabled )

    * Is it not possible to make the user go off-queue if he is already on a call which was connected via "Transfer to User" step?

    Thank you!

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    Gomathi Vasagam
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  • 2.  RE: Transfer to user scenario - limitations with auto-answer and being in On-queue

    Posted 07-26-2018 03:08
    No replies, thread closed.
    I'd suggest you to use only 'Transfer to ACD' for all the calls and in your queue settings, change the routing method to 'Bullseye' with keeping that single agent in first ring and rest of the agents in outer rings. Please read the details of 'Bullseye' in resource center before applying.

    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 3.  RE: Transfer to user scenario - limitations with auto-answer and being in On-queue

    Posted 07-26-2018 04:03
    No replies, thread closed.
    <g class="gr_ gr_33 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="33" data-gr-id="33">Thanks</g> Sajid. I am not sure how to get this done via Bullseye routing method, as the routing decision is dynamic. I get the username returned based a data action and I have to connect to that agent if he is available.

    ------------------------------
    Gomathi Vasagam
    ------------------------------

    Original Message


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