Transfer to Group action

AI-generated summary

Genesys Cloud's Transfer to Group action enables direct call transfers to system groups with customizable routing and voicemail integration, providing administrators with comprehensive configuration options for managing interaction routing and error handling in flows. The feature allows configuration of group selection, voicemail rollover options (True, False, or NOT_SET), and connection timeout parameters in seconds or milliseconds, while invoking group ring behavior to connect callers with appropriate agents based on designated routing types. Key technical requirements include ensuring the selected group exists in the system, verifying language support for group voicemail, and understanding that trunk-level timeout settings take precedence over flow-level configurations. The platform enables configuration of pre-transfer and failed transfer audio prompts (unavailable in voice bot flows) and communication messaging for voice bot flows specifically, with failure outputs allowing mapping of errorType and errorMessage variables to capture non-localized error information. Success paths indicate error-free execution regardless of data accuracy, while failure paths activate during execution errors, connectivity issues, or when calls remain unanswered with voicemail rollover disabled. In secure flows, Genesys Cloud overrides defined failure paths and automatically uses blind transfers instead of consultation VXML transfers for ACD, user, external numbers, group, other flows, and voicemail destinations. The action is available in menu choices and task sequences, and administrators must explicitly define failure handling when voicemail rollover is disabled or specify fallback actions such as audio playback or agent transfer when transfer attempts fail. If a selected group is removed from the system without updating the transfer action, the flow will fail at that step.

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

Notes:

The Transfer to Group action invokes the behavior of the group ring. When a customer dials the group number, Genesys Cloud connects the caller with the appropriate agent based on the routing type that you designate. For more information, see Set a group ring phone number and Configure a group phone number.
This action invokes an error message if used when the flow’s supported language does not have group voicemail support.

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

Action	Description
Name field	The label you enter here becomes the name of the transfer node in the flow structure.
Group	Select the group to which to transfer the interaction.
Allow rollover to voicemail	Select True to allow an unanswered interaction to transfer to the group’s voicemail. However, if the specified group does not have a configured voicemail and the call is unanswered, the action takes the Failure path, and sets the failure outputs if they are bound to a variable. Select False if you do not want unanswered interactions to transfer to the group’s voicemail. In this case, unanswered calls take the action’s Failure path. The failure outputs will be set if they are bound to a variable. Notes: This field is not available in voice bot flows. You can also enter NOT_SET. In this case, the behavior is similar to True, except if the specified group does not have configured voicemail and the call is unanswered, the system plays a message indicating that no voicemail is configured and then disconnects the caller.
Connect Timeout	Click to change the default timeout, in seconds or milliseconds. Use the + or – buttons, or manually enter the desired value. Notes: This field is not available in voice bot flows. Connect Timeout is the maximum delay allowed before an outgoing call attempt is aborted. 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 that existing flows follow the configured failure path for unsuccessful transfers. For more information on groups and group ring, see Create a group.
Pre-Transfer Audio	Optionally configure a prompt to play before transferring the interaction. Note: This field is not available in voice bot flows.
Failed Transfer Audio	Optionally configure a prompt to play if the transfer action detects a failure. Note: This field is not available in voice bot flows.
Pre-Transfer Communication	(Optional) The wording that the bot plays before it transfers the interaction. Note: This field is available only in voice bot flows.
Failed Transfer Communication	(Optional) The wording that the bot plays when the transfer action detects a failure. Note: This field is available only in voice bot flows.
Failure outputs	These outputs allow the flow author to map the results of any resulting errorType and errorMessage. errorType: A non-empty string that contains the type or category of the error. errorMessage: A non-localized failure message. The string may be empty or NOT_SET. Note: Click the arrow next to Failure Outputs to expand or collapse the list of variables.

Define success and failure paths

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 . This behavior occurs in transfers to ACD, user, external numbers, group, other flows, and voicemail.

Name	Description
Success	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]
Failure	This path indicates that there was an error executing the action or there was a problem processing the results. Specify the action if Architect is not able to transfer the call or if Allow rollover to voicemail is set to False. For example, a play audio action to indicate that the action wasn’t successful or 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.

Name

Description

Success

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]

Failure

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

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Transfer to Group action

Define success and failure paths

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