Genesys Cloud - Main

Thanks in advance for any insight.  

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

What do you mean by "When trying the transfer, I can't populate the flow"?

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 02-08-2021 09:35
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

With an inbound call  - I press the Blind Transfer, or the consult button, try and press the name of the flow with the number I created for transfer, but it doesn't populate.  I am unable to transfer.  

I am also being told that this isn't a feature??  That to initiate a transfer, I can create a "contact" or "Group" and assign a number to it that is not working either.

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Original Message:
Sent: 02-08-2021 10:06
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

What do you mean by "When trying the transfer, I can't populate the flow"?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 09:35
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Create a call route to get to the inbound call flow.  Then you dial the phone number for the call route to get to the inbound call flow.  You can transfer to that number as well; it won't populate in the results.  The suggested results are only users, groups, and queues.
https://help.mypurecloud.com/articles/add-a-call-route/

Your screenshot showed an outbound call flow.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 02-08-2021 11:01
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

With an inbound call  - I press the Blind Transfer, or the consult button, try and press the name of the flow with the number I created for transfer, but it doesn't populate.  I am unable to transfer.

I am also being told that this isn't a feature??  That to initiate a transfer, I can create a "contact" or "Group" and assign a number to it that is not working either.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-08-2021 10:06
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

What do you mean by "When trying the transfer, I can't populate the flow"?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 09:35
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

ok, does the phone number I'm trying to call out to have to be in my Cloud inventory?  I tried adding a number and it wouldn't take.

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Original Message:
Sent: 02-08-2021 11:11
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Create a call route to get to the inbound call flow.  Then you dial the phone number for the call route to get to the inbound call flow.  You can transfer to that number as well; it won't populate in the results.  The suggested results are only users, groups, and queues.
https://help.mypurecloud.com/articles/add-a-call-route/

Your screenshot showed an outbound call flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 11:01
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

With an inbound call  - I press the Blind Transfer, or the consult button, try and press the name of the flow with the number I created for transfer, but it doesn't populate.  I am unable to transfer.

I am also being told that this isn't a feature??  That to initiate a transfer, I can create a "contact" or "Group" and assign a number to it that is not working either.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-08-2021 10:06
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

What do you mean by "When trying the transfer, I can't populate the flow"?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 09:35
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------

Yes

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 02-08-2021 11:22
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

ok, does the phone number I'm trying to call out to have to be in my Cloud inventory?  I tried adding a number and it wouldn't take.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-08-2021 11:11
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Create a call route to get to the inbound call flow.  Then you dial the phone number for the call route to get to the inbound call flow.  You can transfer to that number as well; it won't populate in the results.  The suggested results are only users, groups, and queues.
https://help.mypurecloud.com/articles/add-a-call-route/

Your screenshot showed an outbound call flow.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 11:01
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

With an inbound call  - I press the Blind Transfer, or the consult button, try and press the name of the flow with the number I created for transfer, but it doesn't populate.  I am unable to transfer.

I am also being told that this isn't a feature??  That to initiate a transfer, I can create a "contact" or "Group" and assign a number to it that is not working either.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-08-2021 10:06
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

What do you mean by "When trying the transfer, I can't populate the flow"?

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-08-2021 09:35
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thank you Melissa - I understand this concept now.  I can't however seem to get it to work?  I built an architect transfer to number flow.  When trying the transfer, I can't populate the flow.  It's published.

------------------------------
Juan Foreman
Mediant Communications

Original Message:
Sent: 02-05-2021 16:51
From: Melissa Bailey
Subject: Warm transfer an inbound call to another number from inbound flow

Use the Transfer to Number to transfer a call in a flow to an external number.
https://help.mypurecloud.com/articles/transfer-user-action/

When you place a call on behalf of a queue, it doesn't go through any Architect flow.

Outbound call flows are used by dialing campaigns.  A campaign has a call analysis response set that defines what to do when the call connects to the callee; one of the options is to transfer to an outbound call flow.
https://help.mypurecloud.com/articles/create-agentless-campaign/

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 02-05-2021 16:39
From: Juan Foreman
Subject: Warm transfer an inbound call to another number from inbound flow

Thanks in advance for any insight.

I have an INBOUND line that is being answered without issue.  It transfers into a QUEUE and is answered.

I would like to be able to transfer that call back out to a number (or several) if needed using either a blind or consult transfer.  I've managed to see that I can place a transfer out on behalf of a queue, but I can't see where to configure the number to call in architect.  I have an Outbound Call Flow, with a test number, but can't seem to get that queue to pick up the architect flow.

Can anyone see logic in there my issue lays?

#ArchitectureandDesign

------------------------------
Juan Foreman
Mediant Communications
------------------------------