Genesys Cloud - Main

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

Hi @Christoph Domaschke

As soon as the end call survey button is pressed, the call will be disconnected for both the agent and the customer.

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

This ist strange. I guess, you made test calls? So not even the first "play audio" is executed? I see, you made alerts. Do the prompt "sucess" or "fail"?
The only difference I see between our solutions is, that I adress the flow to blind transfer to via name : "CRONBANK_after_call_survey@localhost" (in interpolated text). 

Hi @Christoph Domaschke

As soon as the end call survey button is pressed, the call will be disconnected for both the agent and the customer.

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

hi @Christoph Domaschke
Yes, when I press the button, the call is cut off. I can't hear anything. But if transfer flow to flow end call survey can be used normally.

This ist strange. I guess, you made test calls? So not even the first "play audio" is executed? I see, you made alerts. Do the prompt "sucess" or "fail"?
The only difference I see between our solutions is, that I adress the flow to blind transfer to via name : "CRONBANK_after_call_survey@localhost" (in interpolated text). 

Hi @Christoph Domaschke

As soon as the end call survey button is pressed, the call will be disconnected for both the agent and the customer.

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

Hi Nuttapong,
so a manual blind transfer to the flow works, but the button does not? Than is something wrong with your called custom action. Please check, how mine works. Please try to use the name of your flow instead of its ID. Maybe that will make a different.
If that does not work, I have no clue, what else could be the cause of your problem.

hi @Christoph Domaschke
Yes, when I press the button, the call is cut off. I can't hear anything. But if transfer flow to flow end call survey can be used normally.

This ist strange. I guess, you made test calls? So not even the first "play audio" is executed? I see, you made alerts. Do the prompt "sucess" or "fail"?
The only difference I see between our solutions is, that I adress the flow to blind transfer to via name : "CRONBANK_after_call_survey@localhost" (in interpolated text). 

Hi @Christoph Domaschke

As soon as the end call survey button is pressed, the call will be disconnected for both the agent and the customer.

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?

@Christoph Domaschke 
I tried changing the name flow as suggested and it worked fine.

thank you.

Hi Nuttapong,
so a manual blind transfer to the flow works, but the button does not? Than is something wrong with your called custom action. Please check, how mine works. Please try to use the name of your flow instead of its ID. Maybe that will make a different.
If that does not work, I have no clue, what else could be the cause of your problem.

hi @Christoph Domaschke
Yes, when I press the button, the call is cut off. I can't hear anything. But if transfer flow to flow end call survey can be used normally.

This ist strange. I guess, you made test calls? So not even the first "play audio" is executed? I see, you made alerts. Do the prompt "sucess" or "fail"?
The only difference I see between our solutions is, that I adress the flow to blind transfer to via name : "CRONBANK_after_call_survey@localhost" (in interpolated text). 

Hi @Christoph Domaschke

As soon as the end call survey button is pressed, the call will be disconnected for both the agent and the customer.

Hi Nuttapong,

I am doing telephone survey exactly the same way: blind transfer to a inbound flow. Of course the call is dissconnected for your agent, but the call of the customer should continue. In my case it works fine. Do you have any trouble? If so, please specify what is not working.

Best
Christopher

Agent wants to press the End call survey button and have the system send the customer a call to complete the survey.
The question is, is all the config correct? Because now the agent presses the End call survey button and the customer's call is disconnect.
What should I fix?