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Expert Tips

Script Routing

In Genesys Cloud, internal transfers where processing needs to be performed prior to sending the call to the destination (queue/user/etc.) can be handled using fictional phone numbers and external contacts (see Internal Routing article).

 

But this process can be made even easier using an agent script with pre-defined transfer targets in a dropdown menu. Here’s a simple example:

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Create a script

  • Navigate to Admin > Contact Center > Scripts

  • Click the Create button, give the script a name, select a template (optional) and click Create

  • Create string variables: ErrorMessage, TransferDestination

  • Create action: Transfer

    • Add If/Else step: {{TransferDestination}} Does Not Equal [blank]

      • True: Scripter.Blind Transfer to {{TransferDestination}}

createscript.png

  • False: Scripter.Set Variable {{ErrorMessage} to Please select a transfer destination

createscript2.png

  • Add a dropdown, a button, and a text field

  • Add items to the dropdown

  • Value: E.164 fictional phone number

  • Display: Friendly name

  • For the button, set the Text to Transfer and the Click Action to the Transfer action created above

  • Save and Publish the script

  • Assign the script (either in an Architect flow or on the queue’s voice tab)

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