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  • 1.  Force outgoing calls to use only one queue in "On Behalf of Queue"

    Posted 12-12-2019 11:35
    Hi all,

    Is it possible to force all outgoing calls made by agents to use specific queue when choosing queue from Make call ''On Behalf of Queue" ?

    Thank you in advance.
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration
    #Telephony


  • 2.  RE: Force outgoing calls to use only one queue in "On Behalf of Queue"

    GENESYS
    Posted 12-12-2019 11:46
    No. (Unless, of course, you only have one queue and put all of the agents in just that one queue...but I don't think that is what you are looking for.)

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Force outgoing calls to use only one queue in "On Behalf of Queue"

    GENESYS
    Posted 12-12-2019 15:51
    Edited by Lucie DeCristofaro 12-12-2019 15:51
    It depends on how you look at it, but generally no is correct as George pointed out. An agent is restricted to select only from the queues they belong to, so one way to force it would be to only make them be a member of one queue - but that may not be feasible.

    We are working on defaulting the outbound queue that gets populated. Without knowing the reasons behind why you're asking, this may not actually help.

    You can always request new functionality via the ideas portal. It does always help if more context is provided around an idea vs just asking for a specific solution.

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    Lucie DeCristofaro
    Genesys - Employees
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    Original Message


  • 4.  RE: Force outgoing calls to use only one queue in "On Behalf of Queue"

    Posted 12-12-2019 16:53
    Hi Lucie, Hi George,

    Thanks for your reply, the customer has ask us this feature, I see that is not possible in case of the agent is member of many queues

    I will post idea on the ideas portal

    Thank you.


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    Oudderhem Mostafa
    Coverage-Communication
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    Original Message


  • 5.  RE: Force outgoing calls to use only one queue in "On Behalf of Queue"

    Posted 02-05-2021 11:14
    https://help.mypurecloud.com/articles/enable-last-used-queue-for-outbound-interactions-on-behalf-of-a-queue/

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    Rodrigo Hernandez
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    Original Message


  • 6.  RE: Force outgoing calls to use only one queue in "On Behalf of Queue"

    Posted 02-05-2021 12:35
    Hi Rodrigo, 

    Thank you for sharing this interesting information, it is good news that I see this feature is implemented now in the Genesys Cloud.

    Regards.

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    Mostafa Oudderhem
    Coverage-Communication
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    Original Message


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