Genesys Cloud - Main

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

I did not know that!  Thanks George

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

Hi George,

I gave it a try but it seems the Post-Flow plays right away and the Transfer to Number never rings. My architect flow looks like below. Anything look diffferent then yours?

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

That usually happens because the number is not accepted by the telco and the outbound transfer is taking the Failure path rather than Success.

You'll need to troubleshoot the outbound call to see what is happening. If you go to the Interactions performance view and drill down to the conversation's Details, you should see a .pcap file that you can analyze (though, not always)

Hi George,

I gave it a try but it seems the Post-Flow plays right away and the Transfer to Number never rings. My architect flow looks like below. Anything look diffferent then yours?

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

That usually happens because the number is not accepted by the telco and the outbound transfer is taking the Failure path rather than Success.

You'll need to troubleshoot the outbound call to see what is happening. If you go to the Interactions performance view and drill down to the conversation's Details, you should see a .pcap file that you can analyze (though, not always)

Hi George,

I gave it a try but it seems the Post-Flow plays right away and the Transfer to Number never rings. My architect flow looks like below. Anything look diffferent then yours?

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------

My dial plan was incorrect from a previous integration I was working on. There has to be a better way to troubleshoot that but I learned some things on the way, having it read out the error code and message helped a bit.

Everything works as you stated, I appreciate your insights!

That usually happens because the number is not accepted by the telco and the outbound transfer is taking the Failure path rather than Success.

You'll need to troubleshoot the outbound call to see what is happening. If you go to the Interactions performance view and drill down to the conversation's Details, you should see a .pcap file that you can analyze (though, not always)

Hi George,

I gave it a try but it seems the Post-Flow plays right away and the Transfer to Number never rings. My architect flow looks like below. Anything look diffferent then yours?

Before you do the Transfer to Number use the Set Post-Flow action to designate the next flow you want to run after the call disconnects at the recipient end of that transfer.

In the Transfer to Number make sure Perform release link transfer is set to False

That way, the call remains in Genesys Cloud and the originating call will not disconnect when the remote end of the Transfer disconnects, and the call will put that originating caller into the designated flow (doesn't have to be a survey).

Thanks Samuel, 

I will keep an eye out.

We know with SIP, we can use a REFER to send the call back to Genesys Cloud CX with metadata via Call.UUIData (but for cases were SIP is not an option for the customer, we would like to have alternatives. We also built out integration to Genesys Audio Connector as well.

If Architect could retain control of the call, we would be able to end the call on our side and Architect could continue to the flow and perform a REST API call to obtain relevant metadata.

Hello Alan,

I am unaware of a way of doing this in Genesys. Once a transfer is completed to an external number, then it would be disconnected from Genesys.  Hopefully someone else can clarify if they have worked around this or if this would require an idea on the Genesys Cloud Product Ideas Lab

Hello Genesys Folks,

On a number of different contact centers like Amazon Connect, Five9, and NiCE CXone, it is possible to connect an inbound PSTN call with an external number and continue the Architect flow when the far-end PSTN dialed party disconnects the call. For example, the feature for Amazon Connect is called "Resume on Disconnect". It seems the Transfer to Number action flow block ends the flow upon a successful transfer. Any suggestions here?

Also, is there a way to send out DTMF to the dialed transfer party when it answers the call?

#API/Integrations
#ArchitectureandDesign
#SIP/VoIP

------------------------------
Alan Klein
SA
------------------------------