Genesys Cloud - Main

We currently have a Transfer to ACD Flow, we have one case where if there is not an agent on queue, the call would transfer to voicemail action. This would only be for this case, not the whole flow. Is this possible, if yes, could you please provide direction on how to implement. Thank you!  


#ArchitectureandDesign

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Shanee Gutierrez
Akyta, Inc.
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Hi Shanee

What you'll need to do is use Data Actions to check for on-queue users before trying to queue to them.  Then based on the response from that check use a decision logic task to go to the transfer to ACD or transfer to voicemail tasks.  The failure out path in your screenshot from the transfer to ACD task is more for things like if the queue, skill etc you've specified no longer exists or is incorrect (or some other issue in the platform) rather than failing because of no agents.

You could also put this same logic into your in-queue flow that your Rhythm Commercial Renewal queue uses but keep in mind the call will still enter the queue regardless so that will impact on your stats.

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Vaun McCarthy
NTT New Zealand Limited
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