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  • 1.  Disable media types per queue (i.e. don't allow voice calls from email queue)

    Posted 04-19-2021 21:25
    Hi All,

    Just wondering if there's any way of disabling media types per queue?

    We've got a few email-only queues setup, and users are able to make Voice calls from and transfer Voice calls to these queues - which I don't want to happen.

    I've been able to workaround the Voice calls being incorrectly transferred into the Email Queue by allocating a default In-Queue flow to redirect it to Voice queue.

    However I haven't been able to figure out a way to stop outbound calls being made from the Email Queue - looking for any tips or suggestions (aside from user training).

    I thought a script could run to stop the call (i.e. disconnect) as soon as it's attempted to be made from the Email Queue - but there doesn't appear to be a Disconnect action available in Scripter.

    Cheers
    #Outbound
    #PlatformAdministration
    #SystemAdministration
    #Telephony

    ------------------------------
    Jeff
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  • 2.  RE: Disable media types per queue (i.e. don't allow voice calls from email queue)

    Posted 04-20-2021 12:23
    Not that I know of right now.  I do see a couple of ideas along this line, but add your own as it is a bit different:


    Disable Last-agent-routing for digital media | Genesys Cloud Ideas Lab (aha.io)

    Media Type Warning for Transfers across | Genesys Cloud Ideas Lab (aha.io)




    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Disable media types per queue (i.e. don't allow voice calls from email queue)

    Posted 04-21-2021 09:41
    I agree.  I'm not aware of any option at this time. I've seen that same issue with our customers.

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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    Original Message


  • 4.  RE: Disable media types per queue (i.e. don't allow voice calls from email queue)

    Posted 04-25-2021 05:33
    I think you can try to manipulate the CLID for outbound calls at the queue level.

    So, all the calls going out from a particular number assigned to the email queue could be blocked/rejected by your SBC or SIP provider.


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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


  • 5.  RE: Disable media types per queue (i.e. don't allow voice calls from email queue)

    Posted 04-28-2021 20:22
    Hi Paulo,

    Thanks for that idea, I hadn't thought of blocking it at the SBC level - will check it out as a workaround.

    Cheers,
    Jeff.

    ------------------------------
    Jeff
    ------------------------------

    Original Message


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