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  • 1.  Simple Call Flows

    Posted 05-05-2020 14:23
    No replies, thread closed.
    Hello, doing some desktop client testing in our preprod environment.  Originally not an IVR person so having trouble building a simple call flow to test an inbound call to an agent.  I think i have everything else worked out. Is there a link someoene could recommend that might explain this in simple terms. I do not see anyting that provides anything other than a high level. Thanks
    #Ask Me Anything (AMA)
    #ArchitectureandDesign

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    Stephen King
    AIG Technologies, Inc.
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  • 2.  RE: Simple Call Flows

    Posted 05-05-2020 14:30
    No replies, thread closed.
    Use the transfer to ACD action to get the call to the agent.  If you want to use a screen pop script, use the set screen pop action before the transfer.
    https://help.mypurecloud.com/articles/transfer-acd-action/
    https://help.mypurecloud.com/articles/set-screen-pop-data-action/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Simple Call Flows

    Posted 05-05-2020 15:14
    No replies, thread closed.
    Hi Stephen,

    Here is a quick walkthrough:

    1) Drag the Transfer to ACD step into your menu
    Transfer to ACD

    2) Select a DTMF digit (required even if default)
    Assign DTMF
    3) Select destination Queue
    Select Queue

    4) Set the new Transfer to ACD step as the Default Menu Choice
    Set Default Menu Choice


    Hopefully this helps.

    Thanks,

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 4.  RE: Simple Call Flows

    Posted 05-05-2020 16:42
    No replies, thread closed.
    Also make sure to set up Call Routing to map a DID to the Architect call flow

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 5.  RE: Simple Call Flows

    Posted 05-06-2020 16:15
    No replies, thread closed.
    Thanks Everyone. This was very helpful. The new Inbound Call Flow works great!  Agent gets the call.  The Voice portion of the call is recorded but no screen recording. I am using the client on a desktop.  The Trunks under Media have Recording enabled. There is a profile built for Screen Recording and Retention. Did I miss something?  Thanks again.

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    Stephen King
    AIG Technologies, Inc.
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    Original Message


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