Genesys Cloud - Main

Hello!

We've got a need at several internal helpdesks to route calls to a certain user based on an on-call schedule. I heard rumblings that this was feature was coming, but can't find anything in the resource center.

Currently, we have supervisors going into Architect to manually change the after-hours technician that calls route to on a weekly basis- which is less than ideal. It would be way easier to route based on a schedule that supervisors could update in the desktop UI. 

Has anyone heard of this feature, or another way to achieve a solution for rotating on-call users?

Thanks!  

you can create a data table to store the on-call person's number (and update the entry as needed). Then configure your architect flow to read the number from data table and perform the transfer. Doing so, you wont need to Edit/Re-Publish your flow and easier to just update the entry in data table. 

Hello!

We've got a need at several internal helpdesks to route calls to a certain user based on an on-call schedule. I heard rumblings that this was feature was coming, but can't find anything in the resource center.

Currently, we have supervisors going into Architect to manually change the after-hours technician that calls route to on a weekly basis- which is less than ideal. It would be way easier to route based on a schedule that supervisors could update in the desktop UI. 

Has anyone heard of this feature, or another way to achieve a solution for rotating on-call users?

Thanks!  

Thank you! This was exactly the solution I needed. I appreciate your response!

you can create a data table to store the on-call person's number (and update the entry as needed). Then configure your architect flow to read the number from data table and perform the transfer. Doing so, you wont need to Edit/Re-Publish your flow and easier to just update the entry in data table. 

Hello!

We've got a need at several internal helpdesks to route calls to a certain user based on an on-call schedule. I heard rumblings that this was feature was coming, but can't find anything in the resource center.

Currently, we have supervisors going into Architect to manually change the after-hours technician that calls route to on a weekly basis- which is less than ideal. It would be way easier to route based on a schedule that supervisors could update in the desktop UI. 

Has anyone heard of this feature, or another way to achieve a solution for rotating on-call users?

Thanks!  

@Naila Mendenhall Did this work out?  I'd love to hear what solution you landed on.  We have the same exact need.

Thanks!

Thank you! This was exactly the solution I needed. I appreciate your response!

you can create a data table to store the on-call person's number (and update the entry as needed). Then configure your architect flow to read the number from data table and perform the transfer. Doing so, you wont need to Edit/Re-Publish your flow and easier to just update the entry in data table. 

Hello!

We've got a need at several internal helpdesks to route calls to a certain user based on an on-call schedule. I heard rumblings that this was feature was coming, but can't find anything in the resource center.

Currently, we have supervisors going into Architect to manually change the after-hours technician that calls route to on a weekly basis- which is less than ideal. It would be way easier to route based on a schedule that supervisors could update in the desktop UI. 

Has anyone heard of this feature, or another way to achieve a solution for rotating on-call users?

Thanks!  

@Naila Mendenhall Did this work out?  I'd love to hear what solution you landed on.  We have the same exact need.

Thanks!

Thank you! This was exactly the solution I needed. I appreciate your response!

you can create a data table to store the on-call person's number (and update the entry as needed). Then configure your architect flow to read the number from data table and perform the transfer. Doing so, you wont need to Edit/Re-Publish your flow and easier to just update the entry in data table. 

Hello!

We've got a need at several internal helpdesks to route calls to a certain user based on an on-call schedule. I heard rumblings that this was feature was coming, but can't find anything in the resource center.

Currently, we have supervisors going into Architect to manually change the after-hours technician that calls route to on a weekly basis- which is less than ideal. It would be way easier to route based on a schedule that supervisors could update in the desktop UI. 

Has anyone heard of this feature, or another way to achieve a solution for rotating on-call users?

Thanks!