Genesys Cloud - Main

Need ability to ring a hunt group (workgroup ringing) then overflow to Architect Flow. 

Thanks for your feedback, @Robert Wakefield-Carl! I can see how that would be useful. We'll see what we can do to get this in our backlog. Have a great day!

Hi @Robert Wakefield-Carl - Hunt groups is absolutely something we are discussing and looking at.

To be honest, we think this is a feature that would be very valuable, but it also runs the risk of being an ACD replacement. ie agents being Communicate versus Engage seat license. We know we will need to deliver hunt groups - but we are working on finding the right balance. Whats your use case?

Are you looking at ringing a series of groups in sequence? Are the groups nested? 

@Robert Wakefield-Carl  Did you try using the Transfer to Group action in a Task in Architect (which presumes you have a Group set up in Directory with members and a valid DID or Extension), with the Failure path tied to a Transfer to ACD action?

I just set that up in my test org, and it tries to alert users in the Group, then transfers to the designated queue if no one answers.

That was the intention of the Transfer to Group feature when it was added, to simulate a Hunt Group (kind of...rings 15 users at a time, up to 1000 total).

@George Ganahl? I have a similar issue, but I was not too sure about your workaround. Has for a hunt group you really really need this. This has been in Telco for 50 years. So here is what I was trying. I hunt group with a number 123-456-7890 If the two agents don't pick up it then flows to a AA(IVR) to pick what Que they need to get into.

https://help.mypurecloud.com/articles/transfer-to-group-action/

If I read this correct, after a Time-Out it will go to failure path, in failure path you can do a transfer to a ACD group...

@Jesse Owen?  Here is what it might look like in Architect. In-Queue Call Flow, tries to transfer to a Group. No answer after 15 seconds, so it takes the Failure path which transfers the call to the main Working Hours menu.

@Rogier Bosch? Yes, Failure path would go to a Transfer to ACD action:

I don't think that actually works. Did you try it? Mine just sits at the transfer to workgroup and never goes anywhere.

@Robert Wakefield-Carl? Did you set the timers on the group settings?

Regrettably, I must (for now) take back what I said.

I didn't realize that after voicemail was enabled for Group Ring, Architect will no longer take the Failure path when the call fails to reach an agent. Instead you hear a message that voicemail is not configured for the group, and then the call disconnects without a return to Architect functionality.

A developer just submitted an SCR, IONEDGE-4206, to change that behavior, but you will need to contact Support and request that enhancement to get your needs added to the SCR. Otherwise, Product Management will not see a need to change it, since the system is currently behaving as designed.

So, at present, how do we ring a workgroup and go to voicemail for that group?

Robert, we'll need to define "workgroup", since PureCloud doesn't have an entity called Workgroup.

It has Queues (defined under Admin>Contact Center>Queues) which do not have voicemail, and Groups (defined underAdmin>Directory>Groups) which do have voicemail. Two unconnected entities.

For Groups, you turn on voicemail in the Admin configuration and it's automatic.

Since Queues don't have voicemail, you have to use do some fancy stuff in an In-Queue Call flow to send the call to a Group, but directly to voicemail. The Group would have as its Members anyone you want to receive/access the voicemail. No way to route the voicemail via ACD.

See the response marked as best answer under https://community.mypurecloud.com/s/question/0D544000052IaDUCA0/group-voicemail-from-ivr-with-no-ringing