Genesys Cloud - Main

Good Morning, Hive Mind!

Like most of you, I end up working with systems that were set up by other people, usually who are no longer able to be contacted for additional information. Sometimes, I see things that make no sense to me, but then there may be reasons behind design choices made that I am not aware of (like everybody else, I have much to learn!)

So, I'm working with a customer at the moment that has a number of transfers from one inbound flow to another. The destination flows, for the most part, also have DNIS's associated with them. On to the question... I see some Flow->Flow transfers are done directly to the flow, some done by transferring to the DNIS and in some cases one is used and then the other is used if the first fails (both ways around). Does anyone have any insights on the benefits of one over the other? Are there any features that are only available if I use one, or which work differently? Or is this just a difference in style? (To be clear, Schedule Groups are not being used in the DNIS routing, so the number goes directly to the flow.)

TIA

If you use transfer to flow, you can use dependency tracking to see where a flow is being used and more importantly, Architect will not let you delete a flow while it's still being used by another flow.

https://help.mypurecloud.com/articles/dependency-search-tab/

Good Morning, Hive Mind!

Like most of you, I end up working with systems that were set up by other people, usually who are no longer able to be contacted for additional information. Sometimes, I see things that make no sense to me, but then there may be reasons behind design choices made that I am not aware of (like everybody else, I have much to learn!)

So, I'm working with a customer at the moment that has a number of transfers from one inbound flow to another. The destination flows, for the most part, also have DNIS's associated with them. On to the question... I see some Flow->Flow transfers are done directly to the flow, some done by transferring to the DNIS and in some cases one is used and then the other is used if the first fails (both ways around). Does anyone have any insights on the benefits of one over the other? Are there any features that are only available if I use one, or which work differently? Or is this just a difference in style? (To be clear, Schedule Groups are not being used in the DNIS routing, so the number goes directly to the flow.)

TIA

Thanks, Melissa!

So, that's 2 pros for the Transfer to Flow option. Anyone want to argue for team Number?

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.

Original Message:
Sent: 05-22-2025 13:00
From: Melissa Bailey
Subject: Transfer to Flow vs. Transfer to Number

If you use transfer to flow, you can use dependency tracking to see where a flow is being used and more importantly, Architect will not let you delete a flow while it's still being used by another flow.

https://help.mypurecloud.com/articles/dependency-search-tab/

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Melissa Bailey
Software Engineer

Original Message:
Sent: 05-22-2025 12:17
From: Paul Simpson
Subject: Transfer to Flow vs. Transfer to Number

Good Morning, Hive Mind!

Like most of you, I end up working with systems that were set up by other people, usually who are no longer able to be contacted for additional information. Sometimes, I see things that make no sense to me, but then there may be reasons behind design choices made that I am not aware of (like everybody else, I have much to learn!)

So, I'm working with a customer at the moment that has a number of transfers from one inbound flow to another. The destination flows, for the most part, also have DNIS's associated with them. On to the question... I see some Flow->Flow transfers are done directly to the flow, some done by transferring to the DNIS and in some cases one is used and then the other is used if the first fails (both ways around). Does anyone have any insights on the benefits of one over the other? Are there any features that are only available if I use one, or which work differently? Or is this just a difference in style? (To be clear, Schedule Groups are not being used in the DNIS routing, so the number goes directly to the flow.)

TIA

#ArchitectureandDesign
#Routing(ACD/IVR)

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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