How to transfer the call in Queue on Agent Hungup

WebRTC SDK
1

I know by using a script, we can do a call transfer to the Queue after call completion\disconnetion from the agent end. Apart from this is there any other way to achieve this requirement?
We see a problem using a script. If the agent forgets to update the script then we are facing an issue.

Refer the below scenario,

  1. Customer dails in TFN.
  2. TFN Plays an IVR, Customer want's to speak with the agent.
  3. Customer's call landed on Agents Desk\Cloud web phone.
  4. Agent hung up the call from his end. Now Agent's "Cloud web phone" should transfer the call to either any Queue or Architect flow.

This is what we what to achieve.

The same functionality is available under On-Prem WDE application. Refer to option "interaction.reject-route" from the below link.

https://docs.genesys.com/Documentation/IW/8.5.1/Dep/InteractionOptions#inline-20

2

Hi @skale, as far as the WebRTC SDK is concerned, this isn't really in our wheelhouse, but we're asking around for someone who might be able to help with your use case.

3

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