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Framework-Only Call Flows: Internal

This page illustrates internal voice call flows that Genesys Info Mart supports in deployments with a basic, Framework-only solution. The following call flows are supported:

For other supported call flows, see Validated Voice Call Flows.


Internal to agent via ACD queue

This call topology shows the outcome of an internal call to an agent via an ACD queue. An agent initiates a call to the ACD queue, and the interaction is diverted to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • DivertedTo/Completed
FWK 022.png


Internal to agent directly

This call topology shows the outcome of a call that an agent initiates directly to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Completed
FWK 023.png


Mute transfer to ACD queue

In this call topology, an agent initiates a call to another agent. One of the agents then mute transfers the call to an ACD queue, and the interaction is diverted to another agent.


There are two possible outcomes of a call that is mute transferred to an ACD queue:

Mute transfer to ACD queue — Call receiver initiates transfer

For this outcome, the receiving agent initiates a mute transfer to the ACD queue.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 0245a.png

Mute transfer to ACD queue — Call initiator initiates transfer

For this outcome, the initiating agent initiates a mute transfer to the ACD queue.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 0245b.png


Mute transfer to agent

In this call topology, an agent initiates a call to another agent. One of the agents then mute transfers the call to another agent.


There are two possible outcomes of a call that is mute transferred directly to an agent:

Mute transfer to agent — Call receiver initiates transfer

For this outcome, the receiving agent initiates a mute transfer to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 0246a.png

Mute transfer to agent — Call initiator initiates transfer

For this outcome, the initiating agent initiates a mute transfer to another agent.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 0246b.png


Consult to agent via ACD queue, and then retrieve

In this call topology, an agent initiates a call to another agent. One of the agents then initiates a consultation to an ACD queue, and the interaction is diverted to another agent. The consultation ends when the consulting agent retrieves the interaction.


There are two possible outcomes of a call that is retrieved after a consultation has been initiated:

Receiving agent consults to ACD queue, and then retrieves

For this outcome, the receiving agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Completed
  • InitiatedConsult/Completed
  • ReceivedConsult/Completed
FWK 024a.png

Initiating agent consults to ACD queue, and then retrieves

For this outcome, the initiating agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Completed
  • InitiatedConsult/Completed
  • ReceivedConsult/Completed
FWK 024b.png


Consult to agent, and then retrieve

In this call topology, an agent initiates a call to another agent. One of the agents then initiates a consultation to a third agent. The consultation ends when the consulting agent retrieves the interaction.


There are two possible outcomes of a call that is retrieved after a consultation has been initiated:

Receiving agent consults to another agent, and then retrieves

For this outcome, the receiving agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Completed
  • InitiatedConsult/Completed
  • ReceivedConsult/Completed
FWK 025a.png

Initiating agent consults to another agent, and then retrieves

For this outcome, the initiating agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Completed
  • InitiatedConsult/Completed
  • ReceivedConsult/Completed
FWK 025b.png


Consult to agent via ACD queue, and then transfer

In this call topology, an agent initiates a call to another agent. One of the agents then initiates a consultation to an ACD queue, and the interaction is diverted to another agent. The consultation ends when the consulting agent transfers the interaction.


There are two possible outcomes of a call that is transferred after a consultation:

Receiving agent consults to ACD queue, and then transfers

For this outcome, the receiving agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 026a.png

Initiating agent consults to ACD queue, and then transfers

For this outcome, the initiating agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 026b.png


Consult to agent, and then transfer

In this call topology, an agent initiates a call to another agent. One of the agents then initiates a consultation to a third agent. The consultation ends when the consulting agent transfers the interaction.


There are two possible outcomes of a call that is transferred after a consultation has been initiated:

Receiving agent consults to another agent, and then transfers

For this outcome, the receiving agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 027a.png

Initiating agent consults to another agent, and then transfers

For this outcome, the initiating agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Transferred
  • InitiatedConsult/Transferred
  • ReceivedTransfer/Completed
FWK 027b.png


Consult to agent via ACD queue, and then conference

In this call topology, an agent initiates a call to another agent. One agent then initiates a consultation to an ACD queue, and the interaction is diverted to a third agent. The consultation ends when the consulting agent conferences the interaction.


There are two possible outcomes of a call that is conferenced after a consultation:

Receiving agent consults to ACD queue, and then conferences

For this outcome, the receiving agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Conferenced
  • InitiatedConsult/Conferenced
  • InConference/Completed
FWK 028a.png

Initiating agent consults to ACD queue, and then conferences

For this outcome, the initiating agent initiates a consultation to the ACD queue.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Conferenced
  • InitiatedConsult/Conferenced
  • InConference/Completed
FWK 028b.png


Consult to agent, and then conference

In this call topology, an agent initiates a call to another agent. One agent then initiates a consultation to a third agent. The consultation ends when the consulting agent conferences the interaction.


There are two possible outcomes of a call that is conferenced after a consultation:

Receiving agent consults to another agent, and then conferences

For this outcome, the receiving agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Initiated/Completed
  • Received/Conferenced
  • InitiatedConsult/Conferenced
  • InConference/Completed
FWK 029a.png

Initiating agent consults to another agent, and then conferences

For this outcome, the initiating agent initiates a consultation to another agent.

Technical Descriptors illustrated:

  • Received/Completed
  • Initiated/Conferenced
  • InitiatedConsult/Conferenced
  • InConference/Completed
FWK 029b.png

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This page was last modified on March 28, 2017, at 20:41.