Transfer to Group action

Use the Transfer to Group action in the menu to transfer an interaction directly to a Genesys Cloud group. If the selected group is removed from the system or no longer exists, and you do not update the transfer action, the flow will fail at this action step. Groups are created by administrators in Genesys Cloud. For more information about Genesys Cloud groups, see Manage Groups page.

Notes:
  • The Transfer to Group action invokes the behavior of the group ring. When a customer dials the group number, Genesys Cloud connects the caller with the appropriate agent based on the routing type that you designate. For more information, see Set a group ring phone number and Configure a group phone number.
  • This action invokes an error message if used when the flow’s supported language does not have group voicemail support.

This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition.

Action Description
Name field The label you enter here becomes the name of the transfer node in the flow structure.
Group Select the group to which to transfer the interaction.
Allow rollover to voicemail

Select True to allow an unanswered interaction to transfer to the group’s voicemail. However, if the specified group does not have configured voicemail and the call is unanswered, the action takes the Failure path, and sets the failure outputs if they are bound to a variable.

Select False if you do not want unanswered interactions to transfer to the group’s voicemail. In this case, unanswered calls take the action’s Failure path. The failure outputs will be set if they are bound to a variable.

Note: You can also enter NOT_SET. In this case, the behavior is similar to True, except if the specified group does not have configured voicemail and the call is unanswered, the system plays a message indicating that no voicemail is configured and then disconnects the caller.
Connect Timeout

Click to change the default timeout, in seconds or milliseconds. Use the + or  – buttons, or manually enter the desired value.

Notes:

  • Connect Timeout is the maximum delay allowed before an outgoing call attempt is aborted.
  • If no value is specified or if this value is not overridden, the system uses the timeout configured for the target group alert.
  • If the maximum dial timeout configured for the trunk is less than the timeout setting at the flow level, the trunk’s maximum dial timeout is used.
  • If you modify this setting, republish existing flows. This step ensures existing flows follow the configured failure path for unsuccessful transfers.
  • For more information on groups and group ring, see Create a group.
Pre-Transfer Audio Optionally configure a prompt to play before transferring the interaction.
Failed Transfer Audio Optionally configure a prompt to play if the transfer action detects a failure.
Failure outputs

These outputs allow the flow author to map the results of any resulting errorType and errorMessage. 

  • errorType: A non-empty string that contains the type or category of the error.
  • errorMessage: A non-localized failure message. The string may be empty or NOT_SET.

Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.

Define success and failure paths

Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name Description
Success

An executed success path indicates that no errors were encountered during the process. It is not a measure of whether the data received was the intended result or functionality.[/bs_well]
Failure

This path indicates that there was an error executing the action or there was a problem processing the results.  Specify the action if Architect is not able to transfer the call or if Allow rollover to voicemail is set to False. For example, a play audio action to indicate that the action wasn’t successful or a transfer action to send the caller to an agent or representative for assistance. 

Note: If the network experiences connectivity issues, the action automatically takes this failure path.