グループに転送のアクション


Use the Transfer to Group action in the menu to transfer an interaction directly to a PureCloud 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 PureCloud. For more information about PureCloud groups, see Manage Groups page.

Note: The Transfer to Group action invokes the behavior of the group ring. Group ring alerts 15 randomly selected members at the same time. If no group members answer, PureCloud continues to alert members in groups of 15 until someone answers, it has alerted all members, or the call times out. The behavior after that point is determined by how group ring functions. For more information, see Set a group ring phone number.

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

メモ:Architect ツールボックスで利用可能なアクションは、お客様の PureClound サブスクリプション プランにより決まります。

アクション 説明
名前フィールド ここで入力するラベルはフロー構造の転送ノード名になります。
転送前オーディオ インタラクションを転送する前に、再生するプロンプトを任意で構成します。
Failed Transfer Audio Optionally configure the prompt to play if the transfer action encounters a failure.
Connect Timeout

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

メモ:

  • 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.
グループ ドロップダウン リストから、インタラクションを転送するグループを選択します。

Define success and failure paths

Note: For transfer actions included in secure flows, PureCloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore PureCloud uses blind transfers. For more information, see the W3C Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

名前 説明
成功

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]

失敗

This path indicates that there was an error executing the action or there was a problem processing the results from a bridge or data action. Specify the action if Architect is not able to transfer the call. For example, a play audio action to indicate that the action wasn’t successful, 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.