Genesys Cloud Architect Module 6.1 Hands-On Exercise: Integrating Call Flows

!!MAKE SURE TO HIT THE SUBSCRIBE BUTTON!! Objective: Gain hands-on experience integrating a call flow with Genesys Cloud queues and user extensions.
Instructions:
1. Log in to your Genesys Cloud account and navigate to Architect.
2. Open the call flow you created in Module 5, "Basic Call Flow with Menu and Advanced Features."
3. Start by adding a new option to the existing "Menu" component. In the properties panel, add a new option: "For Billing, press 4."
4. To integrate this option with a queue in Genesys Cloud, drag and drop a "Transfer to ACD" component onto the workspace and connect it to the "For Billing" option from the "Menu" component.
5. Select the "Transfer to ACD" component and, in the properties panel, configure the settings for the transfer, such as selecting the appropriate billing queue and setting the priority.
6. Now, add another option to the existing "Menu" component: "To speak with John Doe, press 5."
7. To integrate this option with a user extension in Genesys Cloud, drag and drop a "Transfer to User" component onto the workspace and connect it to the "To speak with John Doe" option from the "Menu" component.
8. Select the "Transfer to User" component and, in the properties panel, search for the user "John Doe" and select their extension.
9. Add an "End" component for each new branch of the call flow: connect one to the "Transfer to ACD" component and another to the "Transfer to User" component.
10. Save your call flow by clicking the "Save" button in the toolbar.
Takeaways: By the end of this hands-on exercise, you should be familiar with integrating call flows with Genesys Cloud queues and user extensions. This integration allows you to create call flows that efficiently route callers to the appropriate destinations, enhancing the customer experience and improving contact center performance. To learn more about Dunamis Consulting, go to www.getdunamis... To learn more about our training, go to www.getdunamis...

[@sathyadassr747]

Thank you Jonathan once again for your great video.

[@DunamisConsulting]

My pleasure!