Genesys Cloud - Main

We are starting an after hours for one of our teams and the person on call will have a cell phone. Is there a way to forward the queue to the cell phone?
#Routing(ACD/IVR)

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Chad Hardison
ikeyless
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Use a Transfer to Number action in Architect at whatever level you choose.

I would probably set up the Call Routing to use Schedule Based Routing and point Closed to a flow which transfers to the queue, then in the In-Queue Call flow use a Transfer to Number action to send the call to the cell phone number. Set the timeout on that action to quit before the cell phone voicemail kicks in, and play some hold music for a short bit before you loop back around to try the call again.

I haven't tested any of that...just going off the top of my head.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-06-2019 15:49
From: Chad Hardison
Subject: Is there a way to forward a queue to a cell phone?

We are starting an after hours for one of our teams and the person on call will have a cell phone. Is there a way to forward the queue to the cell phone?
#Routing(ACD/IVR)

------------------------------
Chad Hardison
ikeyless
------------------------------

Thanks I will set that up on a test queue I have and try it out. I will let you know how it goes.

------------------------------
Chad Hardison
ikeyless
------------------------------

Original Message:
Sent: 08-06-2019 16:28
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Use a Transfer to Number action in Architect at whatever level you choose.

I would probably set up the Call Routing to use Schedule Based Routing and point Closed to a flow which transfers to the queue, then in the In-Queue Call flow use a Transfer to Number action to send the call to the cell phone number. Set the timeout on that action to quit before the cell phone voicemail kicks in, and play some hold music for a short bit before you loop back around to try the call again.

I haven't tested any of that...just going off the top of my head.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 15:49
From: Chad Hardison
Subject: Is there a way to forward a queue to a cell phone?

We are starting an after hours for one of our teams and the person on call will have a cell phone. Is there a way to forward the queue to the cell phone?
#Routing(ACD/IVR)

------------------------------
Chad Hardison
ikeyless
------------------------------

thank you for your answer !

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !

Hi George, do you know if this is still a limitation of the Genesys Communicate Mobile App?

------------------------------
Joy Green
Blue Nile, Inc.
------------------------------

Original Message:
Sent: 08-06-2019 16:49
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !

It is. The Communicate apps are still only for business users and cannot take ACD interactions.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
------------------------------

Original Message:
Sent: 04-20-2023 12:50
From: Joy Green
Subject: Is there a way to forward a queue to a cell phone?

Hi George, do you know if this is still a limitation of the Genesys Communicate Mobile App?

------------------------------
Joy Green
Blue Nile, Inc.

Original Message:
Sent: 08-06-2019 16:49
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !

Thanks, Brian!

------------------------------
George Ganahl GCP (Genesys Cloud)
Principal PS Consultant
Genesys
------------------------------

Original Message:
Sent: 04-20-2023 13:39
From: Brian Dupuis
Subject: Is there a way to forward a queue to a cell phone?

It is. The Communicate apps are still only for business users and cannot take ACD interactions.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 04-20-2023 12:50
From: Joy Green
Subject: Is there a way to forward a queue to a cell phone?

Hi George, do you know if this is still a limitation of the Genesys Communicate Mobile App?

------------------------------
Joy Green
Blue Nile, Inc.

Original Message:
Sent: 08-06-2019 16:49
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !

Thank you for the quick response! Just confirming, does that mean even if my inbound call flow transfers to a specific agent - they would not be able to receive the call via the mobile app?

------------------------------
Joy Green
Blue Nile, Inc.
------------------------------

Original Message:
Sent: 04-20-2023 13:39
From: Brian Dupuis
Subject: Is there a way to forward a queue to a cell phone?

It is. The Communicate apps are still only for business users and cannot take ACD interactions.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 04-20-2023 12:50
From: Joy Green
Subject: Is there a way to forward a queue to a cell phone?

Hi George, do you know if this is still a limitation of the Genesys Communicate Mobile App?

------------------------------
Joy Green
Blue Nile, Inc.

Original Message:
Sent: 08-06-2019 16:49
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !

Correct. 

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI
------------------------------

Original Message:
Sent: 04-20-2023 18:05
From: Joy Green
Subject: Is there a way to forward a queue to a cell phone?

Thank you for the quick response! Just confirming, does that mean even if my inbound call flow transfers to a specific agent - they would not be able to receive the call via the mobile app?

------------------------------
Joy Green
Blue Nile, Inc.

Original Message:
Sent: 04-20-2023 13:39
From: Brian Dupuis
Subject: Is there a way to forward a queue to a cell phone?

It is. The Communicate apps are still only for business users and cannot take ACD interactions.

------------------------------
Brian Dupuis
Genesys - Employees - Sr. Director, PureCloud UI

Original Message:
Sent: 04-20-2023 12:50
From: Joy Green
Subject: Is there a way to forward a queue to a cell phone?

Hi George, do you know if this is still a limitation of the Genesys Communicate Mobile App?

------------------------------
Joy Green
Blue Nile, Inc.

Original Message:
Sent: 08-06-2019 16:49
From: George Ganahl
Subject: Is there a way to forward a queue to a cell phone?

Charaf, I saw your answer regarding the Remote phone, which is something I thought about suggesting. The difficulty with that solution is that you cannot use the mobile app to take ACD calls, so the on-call person would have to use the phone's browser (or a tablet or computer or something) to log into the client and go On Queue. It's real hard to use the client in a browser on the phone, since it is not optimized for that.

So, I gave the other suggestion.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-06-2019 16:30
From: Charaf Eddine Chemlal
Subject: Is there a way to forward a queue to a cell phone?

thank you for your answer !