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.
This action is available in menu choices and task sequences. Menu choices contain common settings such as DTMF and speech recognition.
|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.
Click to change the default timeout, in seconds or milliseconds. Use the + or – buttons, or manually enter the desired value.
|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.|
These outputs allow the flow author to map the results of any resulting errorType and errorMessage.
Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.
Define success and failure paths
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]
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.