Genesys Cloud - Main

Hello All,

Can some help me how to transfer call from present queue (No Agent Answer) to another queue? or how to know the duration of the call-in queue with help of any Data Action. 

Thanks & Regards

Mohan

Hi, Mohan.

OK, so this would need to be done in an in-queue flow, which supports the ability to transfer to another flow.

As for how to detect when to do it, you could either use the combined time that you play audio (so maybe 2 x 10 second prompts plus 40 seconds of hold music gives you approximately a minute) or, if you really need an exact measure, I think the /api/v2/conversations/calls/{conversationId} endpoint might help?

HTH

Hello All,

Can some help me how to transfer call from present queue (No Agent Answer) to another queue? or how to know the duration of the call-in queue with help of any Data Action. 

Thanks & Regards

Mohan

I think using the API as Paul mentioned is probably the better option, but just to throw one other way out there

DateTimeDiff(Flow.StartDateTimeUtc, GetCurrentDateTimeUtc()) should give you the duration of the time in queue.

Hi, Mohan.

OK, so this would need to be done in an in-queue flow, which supports the ability to transfer to another flow.

As for how to detect when to do it, you could either use the combined time that you play audio (so maybe 2 x 10 second prompts plus 40 seconds of hold music gives you approximately a minute) or, if you really need an exact measure, I think the /api/v2/conversations/calls/{conversationId} endpoint might help?

HTH

Hello All,

Can some help me how to transfer call from present queue (No Agent Answer) to another queue? or how to know the duration of the call-in queue with help of any Data Action. 

Thanks & Regards

Mohan

Duh! How did I forget the built-in variables?

What @Anton Vroon said....

I think using the API as Paul mentioned is probably the better option, but just to throw one other way out there

DateTimeDiff(Flow.StartDateTimeUtc, GetCurrentDateTimeUtc()) should give you the duration of the time in queue.

Hi, Mohan.

OK, so this would need to be done in an in-queue flow, which supports the ability to transfer to another flow.

As for how to detect when to do it, you could either use the combined time that you play audio (so maybe 2 x 10 second prompts plus 40 seconds of hold music gives you approximately a minute) or, if you really need an exact measure, I think the /api/v2/conversations/calls/{conversationId} endpoint might help?

HTH

Hello All,

Can some help me how to transfer call from present queue (No Agent Answer) to another queue? or how to know the duration of the call-in queue with help of any Data Action. 

Thanks & Regards

Mohan