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How do we distribute inbound calls between purecloud Queues and outbound DID??

  • 1.  How do we distribute inbound calls between purecloud Queues and outbound DID??

    Posted 01-19-2018 04:06

     

    We have scenario where we are outsourcing our contact center where they want to use their own phone system. They have inbound DID where the calls can be forwarded. 

     

    I want to distribute call between our queues and DID (80% to our queue and 20% to them)

     

    How do we do it?? 

     

    Thanks



  • 2.  RE: How do we distribute inbound calls between purecloud Queues and outbound DID??

    GCAP Member
    Posted 01-19-2018 08:29

    You can't set a distribution rule like 80% - 20%. Possible solution is to do something with estimated wait time or position in queue. If a specific time or # is reached then a flow out to extern transfer.