Set up a Transfer to ACD action

In Genesys Cloud, the ACD system ranks conversations using "time" as the base value. Use priority to provide an increase to time used by ACD for assignment consideration. Priority ranking does not affect time in queue displayed in reporting. This article assumes you will configure priority settings in literal mode. You can also switch to expression mode to build automated priority calculations.

1. From the Toolbox, expand the Transfer category and drag a Transfer to ACD action to the appropriate location in the flow sequence.
2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow sequence.
3. Call flow menus only: Set DTMF and optional speech recognition settings:
   1. Click the DTMF dialpad and choose the key that callers press to enter a caller data entry operation.  
   2. In the Speech Recognition field, optionally add words or phrases to associate with menu options.
   3. To allow a user to press this number from any menu to find an extension, select the DTMF goes to this menu choice from any menu check box.
   4. To send the interaction to the current menu operation immediately if the speech recognition engine matches the verbal request anywhere in the flow, select the Speech recognition terms go to this menu choice from any menu check box.
4. Click the Queue list and select a queue to which to assign the interaction.
5. (Optional) To select a customized in-queue flow instead of the default in-queue flow, click Override default in-queue handling.
   Note: When you select this option, the selection changes to In-Queue Call Flow, where you can select the non-default flow the customer hears when on hold for this queue.
6. (Optional) Under Pre-Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller before the system transfers the interaction.
7. (Optional) Under Failed Transfer Audio, select a prompt, add text to speech, or configure an audio sequence to play to the caller if the transfer action detects a failure.
   Note: Failed transfer audio plays when flow execution takes the Failure output path at runtime.
8. (Optional) Under Priority, select a numerical value to assign priority to the interaction. You can also set priority to another variable, expression, or literal value if you want to present your own. 
9. (Optional) Use the supported language’s default language, or enter a literal or expression to override language skills configured in the flow’s Supported Languages container. Set the default language skill for a language in the Supported Languages container.
10. (Optional) Under Preferred Agents, supply up to 20 preferred agents, along with their scores.
11. (Optional) To select a predefined skill set for agents who receive the interaction, click Add ACD Skill.
12. (Optional) Under Failure outputs, map the results of any resulting errorType and errorMessage.
13. (Optional) Configure the transfer action’s Success when no errors occur and Failure paths an error occurs during transfer or processing.
    Note: For transfer actions included in secure flows, Genesys Cloud overrides the defined failure path and disconnects the call. The normal consultation VXML transfer type can be problematic in secure flows; therefore, Genesys Cloud uses blind transfers. For more information, see Recommendation for the <transfer> element. This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.
14. Continue building the task per your flow design.

1. From the Toolbox, and drag a Transfer to ACD action to the appropriate location in the flow sequence.
2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow sequence.
3. Click the Queue list and select a queue to which to assign the interaction.
4. (Optional) Under Pre-Transfer Communication, select the wording that the bot presents to the customer before the system transfers the interaction.
5. (Optional) Under Failed Transfer Communication, select the wording that the bot presents to the customer if the transfer action detects a failure.
   Note: Failed transfer audio plays when flow execution takes the Failure output path at runtime.
6. (Optional) Under Priority, use the and buttons to assign a priority to the transfer. You can also set priority to another variable, expression, or literal value if you want to present your own. 
7. (Optional) Under Preferred Agents, supply up to 20 preferred agents, along with their scores.
8. (Optional) Use the supported language’s default language, or enter a literal or expression to override language skills configured in the flow’s Supported Languages container. Set the default language skill for a language in the Supported Languages container.
9. (Optional) To select a predefined skill set for agents who receive the interaction, click Add ACD Skill.
10. (Optional) Under Failure outputs, map the results of any resulting errorType and errorMessage.
11. Continue building the task per your flow design.

1. From the Toolbox, and drag a Transfer to ACD action to the appropriate location in the flow sequence.
2. In the Name field, type a meaningful name for the transfer action. This name becomes the name of the transfer node in the flow sequence.
3. Click the area at the end of the Queue field and select a queue to which to assign the email or message.
4. In the Priority area, click a star to assign a priority to the email. You can also set priority to another variable, expression, or literal value if you want to present your own. 
5. To influence interaction routing, assign up to 20 preferred agents and their scores.
6. To set a language skill or language detection on the flow, do one of the following:
   • From the list, select a language skill to assign to the flow.
   • Switch to expression mode and enter the desired DetectLanguage function.
     Note: The DetectLanguage function attempts to determine the language for wording contained in a string. For implementation details and examples, see the built-in Expression Help.
7. (Optional) Under Preferred Agents, supply up to 20 preferred agents, along with their scores.
8. (Optional) To select a predefined skill set for agents who receive the interaction, click Add ACD Skill.
9. (Optional) Under Failure outputs, map the results of any resulting errorType and errorMessage.
10. Continue building the task per your flow design.