Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gen_den on September 22, 2015, 07:27:02 PM

Title: Agent transfer to Skill
Post by: gen_den on September 22, 2015, 07:27:02 PM

Hi Experts,

I need my agents to transfer the chats using Skill. So that select transfer in iWS and then skill as the criteria to transfer the chat.
I need to develop the SCXML using Composer for same. Any pointers please how I can setup Skills transfer.

Thanks
Ankush

Title: Re: Agent transfer to Skill
Post by: cavagnaro on September 22, 2015, 07:34:20 PM

Just can't, skill is for routing, not an agent info. So you would have to create a new strategy and a routing point and transfer there.

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Title: Re: Agent transfer to Skill
Post by: gen_den on September 22, 2015, 07:35:54 PM

Thanks for the quick reply.

can you provide few points what all I need to configure?

Title: Re: Agent transfer to Skill
Post by: Dionysis on September 22, 2015, 07:55:15 PM

Read up on the intercommunication options in IWS, they will allow you to transfer to a skill, but under the hood the interaction will be transferred to a routing point as cavagnaro described.