Genesys Cloud CX

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  • 1.  Placing calls on behalf of a queue

    Posted 05-16-2022 18:07
    I've been doing some digging and cannot find an answer to this.  We have Agents that are on call for any given Queues.  There are some queues they need to make outbound calls for, but should not receive inbound calls (ON QUEUE).  I found the below forum on placing a call on behalf of a queue, but it does not support the feature I am looking for.

    Has anyone had this experience and can allude to any possible solutions?

    Place a call on behalf of a queue - Genesys Cloud Resource Center (

    Elliott Chambers
    Business Analyst

  • 2.  RE: Placing calls on behalf of a queue
    Best Answer

    Top 25 Contributor
    Posted 05-16-2022 22:52
    Hi Elliott

    If I'm reading that right you want these agents in the Queue to make Outbound calls but not receive Inbound calls for that same Queue.

    You can have the agents in the queue membership but deactivate them, this allows them to still make outbound calls on behalf of the queue, but won't receive inbound calls while OnQueue.
    Supervisors can activate/deactivate agents:
    Or you can have agents self manage

    Hope that helps, otherwise I've misunderstood what you are after.

    Anton Vroon

  • 3.  RE: Placing calls on behalf of a queue

    Posted 05-17-2022 12:40
    I think this is exactly what i was looking for!  Thanks very much Anton!

    Elliott Chambers
    Tokio Marine&Nichido Fire Insurance