As far as I know no.
A workaround that I used with some side effects, is make the agents numbers instead of personal, type routing.
In this case, you can load on it a script and you have some sort of flexibility when arrive a direct call on the that number. You can apply then the logic you need.
As side effect, when the agent make an outbound call, it is shown as CLID the Main number of the location.
The workaround to show the „agent number" is to create an outbound interaction on behalf of queue and select a queue that has been previously configurered to show the agent number... For small <10 Contact Center is feasible this approach but Not for Medium and large cc.
I Hope it helps
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Gennaro Montanino
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Original Message:
Sent: 11-28-2020 01:22
From: Malcolm Green
Subject: Route Call to Voicemail when Agent is On-Queue
Is it possible to prevent a 'direct' call being delivered to an Agent while they are 'Interacting'?
(Note: in the Utilisation settings, it is possible to prevent an Interaction being delivered to an Agent while they are on a 'direct' call, even if they are On-Queue; however I can't find a setting for the inverse scenario.)
#Ask Me Anything (AMA)
#Telephony
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Thanks and regards,
Malcolm Green
Nexon Asia Pacific
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