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
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Navigate to Admin > Contact Center > Scripts
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Click the Create button, give the script a name, select a template (optional) and click Create
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Create string variables: ErrorMessage, TransferDestination
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Create action: Transfer
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Add If/Else step: {{TransferDestination}} Does Not Equal [blank]
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True: Scripter.Blind Transfer to {{TransferDestination}}
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False: Scripter.Set Variable {{ErrorMessage} to Please select a transfer destination
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Add a dropdown, a button, and a text field
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Add items to the dropdown
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Value: E.164 fictional phone number
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Display: Friendly name
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For the button, set the Text to Transfer and the Click Action to the Transfer action created above
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Save and Publish the script
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Assign the script (either in an Architect flow or on the queue’s voice tab)