Is it possible to transfer a call in architect to an "external number" that is actually an internal number in Purecloud and retain all the call data and keep all of the call details and attributes?

[AlonsoM]

We have an self-service inbound flow that observes a 24/7/365 Open schedule, but the queues are not 24/7/365. Therefore, we must be creative and have 2 inbound flows; one to observe queue hours, the other to observe the IVR self-service 24/7 hours. The second inbound flow is specifically utilized to observe the open/closed/holiday hours of the queues that the calls that initiate in first flow in the self-service IVR.

What we need to know is if in architect we use a transfer to external number object, and that number is an internal DID, as it leaves Purecloud and trombones/returns back into the Purecloud Edge; will that count as the same conversation ID or will it be a new conversation ID? Will we get to keep our attributes as long as we call them with a GET DATA object in the new flow?

Thank you.

Alonso

[l.vicenzotti]

Hi Alonso,

I had a similar requirement to yours and I implemented something very similar. I have a first flow which uses the "transfer to number" architect block to transfer the call to another internal DID number, assigned to a different flow (and corresponding open/closed schedule). The only side effect of this approach is that the interaction timeline will show two separate IVR segments, but they will be part of the same interaction (so you will have one conversation ID, but with two IVR segments).

Hope it helps.

[AlonsoM]

Thank you. This definitely helps. We wanted to make sure it stays within the same Conversation ID.

Cheers,

Alonso