I'm facing an issue with transfers to an inQueue flow where I need to offer callback in situations where the caller is in queue, but if the agent is on the line I don't want to offer call back. So another way to look at it, for a cold transfer, offer callback, for a warm transfer, don't offer callback.
What is the best way to identify which type of call I'm dealing with so that I can offer callback or not?
You would transfer the call to a queue, and the in-queue flow would only be executed if the call is not assigned to an agent. So if there's an agent on the line, it doesn't run the flow because it's already been assigned.
Hi Tim, that's not our experience. The agent's consult leg follows the in queue flow in the same way the customer would in the case of a cold transfer.
I think I misunderstood what you meant here. I thought you meant if there was an agent on the receiving end of the transfer, i.e. the call didn't have to wait for an available agent.
If you're just looking for guidance on configuring in queue handling logic, I would recommend posting on the Genesys Cloud Community Forum. This forum is dedicated to custom development concerns like APIs and integrations. General configuration questions are best suited for the community forum as there's a much larger user base for those kinds of questions there.
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