Specify in-queue flow for a transfer to ACD

Genesys Cloud Applications Architect
1

I'm working on a project where I'm modifying an existing Architect flow that when transferring a call to an ACD it will do a data table lookup to determine which in-queue flow to use when transferring to the ACD. The Architect action Transfer to ACD does not allow the use of a variable/expression to specify the in-queue flow to use. So I was looking to see if I can create a data action to do the transfer to ACD and allow me to specify the in-queue flow name as an input variable.

Thanks.

1 Like
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I'm also interested in a solution to this.

Our approach though it typically to create data driven In Queue flows so that you only need 1 or 2...

There is a similar issue with scripting though...
at the moment we choose scripts via a big switch.. Would be far better to have something like a data action to trigger the right script..

Giant modular scripts are not idea, but neither are giant decision trees... (On that note, I'll make a note to log that too)

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Thanks. We do something similar when we are building the in queue flows from the ground up ourselves but for this customer they have multiple in queue flows in use already and my current timeline does not allow me to rebuild their in queue flows.

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What is the need for separate In Q flows?

If you are checking different schedules, that can be done by variables
If some have callbacks and some don't, then either a switch there, or maybe 2 in q flows are needed.
If you play different announcements on different queues, again that can be done through variables, data table lookups, common modules etc.

Basically unless there is significant difference in the customer treatment, you should be able to use the same In Q flow, and then use common modules, data table looks ups and variables for those things where the treatment is the same just for a different queue/schedule/announcement etc

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You can define an in-queue flow on the queue under voice.

Then you can override default in-queue handling with the Transfer to ACD in the flow.

But if you have ex. 10 differences in-queue flow on the same queue, this is not possible

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