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  • 1.  Menu - Dial by extension to outside number

    Posted 02-13-2020 11:24
    Anyone out there doing the following or have some insight if it can be done:

    our call center (Genesys Cloud) is located at our main office building, I am looking at creating a menu that has the capability of dial by extension. I do not want the call to stay within Genesys Cloud, I would like to route it out as a outbound to call to another office location.

    EX: using the digit 2 to say dial extension 2999 that is in a Texas office, can I somehow, within a flow, add 512-306 in front of those  4 digits?

           maybe if the digit 2 is sent to an in call flow and the 999 is collected and then maybe 512-306-2 is added in front of the last 3 to make the call
           outbound to 512-306-2999

           I hope this makes sense.......

          Thank you



    #Unsure/Other

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Menu - Dial by extension to outside number

    GENESYS
    Posted 02-13-2020 11:27
    Use the transfer to number action.
    https://help.mypurecloud.com/articles/transfer-to-number-action/

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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: Menu - Dial by extension to outside number

    Posted 02-13-2020 11:39
    I have that in there currently, but I do not see where I can add digits, I probably could have been a little clearer in my description.

    we have about 100 numbers at the satellite branch, so someone could dial  2999, 2945, 2934, etc.

    I can get the caller trying to reach that the menu for that office, it is how to get them transferred to the number in Texas by just dialing the local 4 digit extension

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    Michael Schimento
    Zenith Insurance Company
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    Original Message


  • 4.  RE: Menu - Dial by extension to outside number

    GENESYS
    Posted 02-13-2020 11:57
      |   view attached

    Use a Collect Input action to get the extension from the caller.  In the transfer to number action, switch the number field to expression and prepend your extra digits. 
    https://help.mypurecloud.com/articles/collect-digits-data-action/



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 5.  RE: Menu - Dial by extension to outside number

    Posted 02-13-2020 12:03

    I will give that a try, thank you

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


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    Original Message


  • 6.  RE: Menu - Dial by extension to outside number

    Posted 02-13-2020 14:23

    This worked perfectly...............

     

    As always, this group is a great help!

     

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


     *********************************************************** NOTICE: This e-mail, including attachments, contains information that may be confidential, protected by the attorney/client or other privileges, or exempt from disclosure under applicable law.  Further, this e-mail may contain information that is proprietary and/or constitutes a trade secret.  This e-mail, including attachments, constitutes  non-public information intended to be conveyed only to the designated recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited.  If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and attached documents. ***********************************************************




    Original Message


  • 7.  RE: Menu - Dial by extension to outside number

    Posted 11-13-2021 10:28
    Hello

    I'm trying to find a way to implement the above without calls hitting the default queue before callers have had the chance to input the extension.

    Basically I'd like to set up a sequence to first allow callers to enter the desired extension and only if the agent is not available then transfer the call to the queue 

    All options I've tried so far seems to alert to all available agents before the caller has had the chance to enter the desired extension number first

    Do you know how to achieve this in the in queue flow?

    Thanks a mil

    Joe

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    Joe Keenan
    Zimmer, Inc.
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    Original Message


  • 8.  RE: Menu - Dial by extension to outside number

    Posted 11-15-2021 03:45
    Hi Joe,
    you could achieve this by using a data table mapping the extension to the agent, this allows you to retrieve the agent Id for any entered extension or digits and check their availability. If they are not logged in you can overflow to a queue. This means that you need a block to target the identified agent, which you can also add as a preferred agent when sending the call into the queue.

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    Hichem Agrebi
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    Original Message


  • 9.  RE: Menu - Dial by extension to outside number

    Posted 01-06-2022 11:06
    Thank you Hitchem, I missed your original post 

    In the meantime I got around this by collecting input and matching it against predefined extension numbers( which map to the last 4 digits of the agents real mobile Numbers) and then used a switch to transfer to their Mobile numbers set up as remote phones  in GC

    I since changed it to direct to their WebRTC client instead as we were losing end to end visibility of calls once they left GC and hit their Mobile phones / personal Voice mails out side of Gensys cloud

    Bit of a convoluted way of doing it but it seems to work ok :-)



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    Joe keenan
    Zimmer, Inc.
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    Original Message


  • 10.  RE: Menu - Dial by extension to outside number

    Posted 02-14-2020 17:10
    Can you create a translation patter on the call manager that translates the 4 digit number to the full phone number.  I realize that this solution is outside of PureCloud, but thought I'd throw it there just in case it would work in your situation.

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    Brenda Wynne
    Alcon Vision LLC
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    Original Message


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