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How to easily blacklist and agent on the routing strategy

  • 1.  How to easily blacklist and agent on the routing strategy

    Posted 08-12-2020 22:35
    Hello.

    We are currently facing some environmental issues resulting in call delivery failure to agents. There are multiple issues such as networking, agent workstation, connectivity, etc. Whenever an issue happens, sip server would forward the call to the default DN which for us is currently a routing point.

    I was wondering if there is a way to blacklist the agent previously targeted to receive the call in order to do not allow the same agent to be targeted by ORS/URS on the next re- route attempt. I'm aware that we can implement the logic in the routing strategy however I would like to know if there is an easy and quick way to achieve the same.
    #GenesysEngageDev

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    Amauri De Oliveira
    NTT Australia Pty Ltd.
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