That's a tricky one. For us, we're fortunate that the numbers our clients call (the agent's caller ID numbers) are provided by a different carrier outside of Genesys Cloud, and we forward them to an individual Genesys Cloud Voice DID. The GCV DID is what we have in the data table, and it means we can add the external number to GCV as a "dummy" DID and assign it to the individual.
That way the DID assigned to them is their appropriate one for outbound Caller ID, but when a call is placed to that number it gets forwarded to their GCV DID and then routed to our Call Flow.
If your DIDs are only held in Genesys Cloud then it's definitely more tricky... Depending on the number of agents you could, I suppose, have a dedicated queue for each user and set the caller ID in the queue, and have the agents place their outbound calls on behalf of their "personal" queue - but that is a lot of admin to keep on top of.
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James Dunn
Pitney Bowes Inc.
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Original Message:
Sent: 04-05-2022 04:50
From: Emre Serdar
Subject: How to disable Direct Inbound Calls (DID) while in a ACD call
Hello James,
Thank you for your solution. It seems pretty logical. So how do you show the agents' numbers when making an outbound call? If I assign agent's number to flow, they won't have personal outbound ANI or am I missing something?
Thank you,
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Emre Serdar
Call Center Resources Dan. A.S
Original Message:
Sent: 04-05-2022 04:26
From: James Dunn
Subject: How to disable Direct Inbound Calls (DID) while in a ACD call
We route our DIDs to a call flow, in that flow we look up a Data Table which maps the DID to an agent. We then check that agent's status - if they are Idle we deliver the call to them otherwise we send the call to voicemail (or another queue).
You could change this to send the call to them unless they're already talking (not interacting / communicating / not responding).
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James Dunn
Pitney Bowes Inc.
Original Message:
Sent: 04-04-2022 08:50
From: Emre Serdar
Subject: How to disable Direct Inbound Calls (DID) while in a ACD call
Hi team,
I see there is an check box under "Contact Center -> Utilization -> Block calls when on a non-ACD call (excludes transfers)"
It is really helpful and it is blocking ACD calls while in a DID call.
I need revers one too. While in a ACD call, I need to block or forward DID calls. How can I do this?
Thanks,
Emre
#Routing(ACD/IVR)
#Telephony
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Emre Serdar
Call Center Resources Dan. A.S
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