Transferring to an external number only if it's a live person who answers it

Genesys Cloud Applications Architect
1

Hi, a customer has a couple of agents that work remote after-hours using their cellphones, we want to create an Architect inbound flow for after-hours that receives the calls and communicates the caller with one of the remote agents but we need that the call only is transferred if the agent picks up the phone(if a live person is detected), if there's no answer the system should try the next agent.
It's like implementing call analysis in Architect for transferring calls.
Is it possible in PureCloud?

Thanks in advance,

2

Put the agents in a queue and Use the Transfer to ACD action.


3

Thanks Melissa but probably I didn't make myself clear, during normal business hours they do have agents logged into ACD queues but after-hours they want to have on-call people, people that will be out of the office just with their cellphones so inbound calls hitting an Architect flow will be transferred to those external numbers. I just want to explore if it's possible to only transfer to those external numbers when a live person (the on-call person) is detected instead of making a blind transfer.
Probably it's not possible but I wanted to give it a try in this forum (I know in PureConnect it's possible).

Thanks.

4

The transfer to number action has a Connect Timeout field where you can specify how long to wait for an answer before returning to the failure path of the action in the flow. Please note that the flow cannot determine the difference between a live person & voicemail answering the call. If you can know how long it will take voicemail to answer, you can configure the timeout below that.

5

Thanks Melissa, I'm going to play with that option, maybe setting this parameter to a short a amount of seconds before getting voicemail.

Regards,

6

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