Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  PureCloud NON-ACD Call to be rerouted skill-based to another agent

    Posted 04-17-2019 08:08
    Edited by Olivier De Brauwer 04-17-2019 08:16
    Dear Community, I need your help on the following business requirement.

    In the context of a personalization strategy Business is communicating to its Customers the direct phone numbers of the agents in charge of specific case management.
    Business wants that if the agents are not available the direct calls are routed to other agents with the same skill set as the initial targeted ones.

    Actually the non-ACD calls of PureCloud are routed to voicemail if the agents are not responding or non-available which is not an option for the Business.

    Any idea on how to do with PureCloud to answer that need ?
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Olivier De Brauwer
    ------------------------------


  • 2.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 04-17-2019 10:57
    This solution may not be exactly what you want, but I have seen variations of it in the field fairly often.

    Set up a Bullseye routing/All Skils Matching ACD queue with all the agents with the same skills in Ring 1. Set it up to strip the customer-specific skill after however many seconds makes sense (say, 12 seconds to allow a little time in case the intended agent comes available, but not so long as to make the customer uncomfortable).

    Add an extra skill per agent that matches a specific agent with a specific customer.

    Add all the "Agent DIDs" (not their actual DIDs, but the number you hand out to the customers) to the CallRoute which goes to the Architect flow that routes to the queue. In Architect, assign the required skills to the call plus the specific customer skill that matches the DNIS on the call.

    When the call goes into ACD, it will route to the preferred agent if they are On Queue and available. If not, after the Ring 1 timeout the call will route to another agent who has the required skills.

    If you want to break it down even further, you can have other agents in Rings 2 - 6 that have progressively fewer skills and open up a new ring every 15 or 30 seconds. 

    Hopefully that makes sense.

    Bullseye routing is described in the Resource Center: https://help.mypurecloud.com/articles/bullseye/

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 3.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 04-18-2019 09:45
    Thanks George, we've used this strategy successfully with several customers. A small tip, I often used generic skills like "agent00", "agent01", and so on so they can be reused flexibly if personnel changes. Then all the "agentXX" skills are removed on bullseye ring transition. Basically this is a way to achieve preferred agent routing.

    ------------------------------
    R. J. Smith
    Genesys - Employees
    ------------------------------



  • 4.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    Posted 05-29-2019 07:54
    Edited by Nathan Tossens 05-29-2019 08:06
    Hello George, 

    I'm working in the same company as Olivier, we did implement what you suggested but now we are facing an issue.
    As you suggested, we added the Agents DID numbers in a call route.
    The problem with that, even if we define the DID in the agent profile as work phone (which gives us a warning (duplicate values)), when the agent does an outbound call, it's not the DID of the agent that is shown to the customer but the DID configured in the trunk.

    Any idea on how we could solve this, as it's really important for our business that when an agent call a customer, his DID is shown to the customer.


    Thanks in advance for your help.

    Kind regards.

    ------------------------------
    Nathan Tossens
    AXA Belgium S.A.
    ------------------------------



  • 5.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 05-29-2019 09:41
    Edited by George Ganahl 05-29-2019 09:45
    Nathan,

    There is a setting you should check:

    On the External Trunk there is a section named Outbound. Make sure the Calling sub-section setting for Address Override Method is set to "Unassigned DID".



    One caveat is that if the agents are using the Call On Behalf of Queue functionality, the outbound ANI will match the phone number set on the queue, not the agent's DID.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 6.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    Posted 05-29-2019 09:46
    Edited by Nathan Tossens 05-29-2019 09:50
    George, 

    thanks for your fast reply.
    This is how it was already configured...
    But the problem remain the same...

    The agent don't use the Call option "On behalf of" as they use the direct call option for this particular case.
    But as their did's are configured in the Call route and also in their profile (which gives the warning "duplicate values") I guess that PureCloud doesn't use the agent DID numbers.

    Any idea of a workaround?

    Kind regards.

    ------------------------------
    Nathan Tossens
    AXA Belgium S.A.
    ------------------------------



  • 7.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 05-29-2019 10:23
    Before I go too far down the line...have you verified that your SIP Trunking provider is configured to allow you to set the ANI on the outbound calls? They have to allow that feature, or else it does not matter what you set on your side.

    A different way to configure it could be:

    Create one queue per DID, so that the DID maps to that one queue. Set up each queue with the Bullseye routing. Remove the DID number from the agents and just have it set on the queue.

    Have the agents call back using the "on behalf of queue" functionality (even if Bullseye routes the call to a different agent, they need to call on behalf of the queue the call came in on).

    That way you will have queue statistics for the calls and the ANI should be assigned based upon the queue setting.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 8.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 05-08-2019 14:43
    Hey @Olivier De Brauwer,

    We are trying something new in the community. We are answering community questions in the form of a show. In our pilot episode, your question above is discussed. Check out the video to see what our expert had to say and let us know if you still have any questions or thoughts on the format.

    https://community.genesys.com/viewdocument/purecloud-community-qa-show-pilo

    Cheers,

    Matt​​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 9.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    GENESYS
    Posted 06-10-2019 11:51
    George got very thorough answering this question on the Pilot episode of the Q&A Show. His knowledge had to be cut for time. Don't let it go to waste! Checkout our Deep Dive segment available now.

    @Darryn Chang, this is the take we talked about a little while ago. ​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------



  • 10.  RE: PureCloud NON-ACD Call to be rerouted skill-based to another agent

    Posted 06-10-2019 13:05
    @Olivier De Brauwer & @Nathan Tossens - I have a very similar use case that I've been working through with several of my customers. These customers are used to being able to leverage the default operator capability of Avaya Modular Messaging to give callers making direct in dial calls to reps the ​​option to "zero out" to another member of their team. Basically, they call in and if the rep answers, great. If not it goes to voicemail and they can have the option of redirecting back out if they wish. 

    The solution we've put into place for a customer recently is described in my post a few days ago titled "presence check / voicemail options / caller id"

    I'm using an update task to derive a user's extension (after a customer input dtmf string), then looking them up in a data table with their user id. After that we check the user's presence. If they're available or on queue, we send the call to them. If not we ask the caller if they would like to leave a voicemail for that rep, or speak to their team. It's a bit clunky, but it's working in testing. 

    This would be an alternative to the bullseye routing that @George Ganahl described in the video and above.

    Imho, the ability to get out to a call flow or extension or other thing from voicemail would be pretty nice. Especially since that's a fairly common feature in many voicemail platforms.

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources