We have a unique use case that we are trying to figure out
We are trying to connect an inbound call with an outbound call. This can't be a blind transfer or a dialer call since no users will be logged in GC.
1- Incoming calls comes in and navigates through IVR.
2- We lookup the phone number of the nurse on call
3- GC will need to place an outbound call to the nurse on call
4- When the nurse answers they will press 1 to accept the call or 2 to reject
5- If they accept the call we need to conference the 2 calls together
This isn't currently possible using Genesys Cloud; the inbound IVR cannot place outbound calls nor can it create conferences. The best workaround I can suggest is to use standard ACD routing: have your on-call persons logged in to Genesys Cloud and ready for ACD interactions so you can transfer the caller to that queue to be routed per the queue's in-queue configuration.
Actually Pure 3391 should provide something that is very close to the requirements listed above. It will require all the participants to be part of a group and have a remote station configured.
A new setting for Remote Stations to solve the issues introduced by Call Analysis when used with Group Ring.
When enabled:
Remote Station is answered/connected
Edge plays a built-in IVR flow which plays a System Prompt. Defaults to something like "Incoming remote station call. Press 1 to accept, or press 9 to decline".
Ringback for original caller continues
Once a station accepts, a whisper tone plays to indicate the two-way audio has been established.
Prompt can be modified by admins with appropriate verbiage and language support.