Queue transferring

Platform API
1

Hi,

How can I transfer a call from one queue to another queue?

Thanks

2

Hi Bharath, are you asking how to transfer a call to queue vis the API or SDK?

The documentation for call transfer in the core application is here: Transfer a call - Genesys Cloud Resource Center

3

Hi,

I'm looking for api. can we transfer the call before reaching the agent? is participant id created only after reaching agent?

Thanks

4

can anyone help me out this?

5

Hello,

It is not possible (not supported) to transfer a voice call from one queue to another queue using the Platform API.

Calls which are in queue can only be assigned to a user (who is a member of the queue and logged/on queue) using POST /api/v2/conversations/{conversationId}/assign.
This is also supported from the Genesys Desktop UI - See Manually assign waiting interactions.

As far as I know, a transfer from one queue to another can only be done using a Transfer to ACD action in an Architect In-Queue flow.

You can request a new feature and share your use case at https://genesyscloud.ideas.aha.io/ and allow others to vote it up.

Regards,

6

Ok @Jerome.Saint-Marc , Is it possible in email interaction?
Basically I'm trying to transfer an email interaction from a dummy queue to actual queue.

7

The transfer for an email from one queue to another is not recommended but it technically works.

I mean that you can request to transfer the email to a new queue - using POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace.
The {participantId} will have to be the participantId that corresponds to your queue/acd participant (the queue where the email currently is).
In the request body, you just need to set/send the queueId attribute (id of your destination queue).

The reason why I am saying it is not recommended is that such transfer may affect certain metrics (analytics) computed for this email conversation on the queue/skills.
If that's something which is acceptable for you - for the emails you have in your dummy queue - then as I said above, the transfer request will technically work and move your email to your destination queue.

Regards,

8

Thanks @Jerome.Saint-Marc

9

Hi @Jerome.Saint-Marc,

One more thing i would like to ask.
Is it possible to change the from address of an email interaction using the above API?
Or is there any API available to update the from email address of an email interaction?

10

Hello,

No, it is not possible to change the from address.

Regards,

11

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.