Transfer call to another number

Genesys Cloud Applications Architect
1

New to PureCloud and am looking for the best way to transfer a call to another number if there are no agents on queue.

The idea would be:

If a call comes into the ACD queue and no agents are logged in, the call can take one route. If Agents are logged in, the call stays queued. We'd only need to check upon entering the queue.

We have some small groups that if they experience an issue where Agents cant log on, etc or some network related issue, we want the call to go to a 3rd party that already provides after hours support.

Thanks in advance.

2

You could use a PureCloud Data Action to do an analytics queue observation query and route the call based on the result.

3

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