Hi All,
Context: Two Queues configured on one specific Division.(lets suppose: Division1)
All agents belonging to the Division1:
20 Agents belonging to Queue1
6 Agents belonging to Queue2
(there are many other Queues and Agents belonging to other Division (on the default Division: Home).
Problem found:
Agents on Queue1, are working mostly making making manual Outgoing Calls in behalf of the Queue (while being OnQueue) and sometimes answering some incoming calls.
The final customer is asking to have the Queue preset, while opening the "+" sign, and starting the manual outgoing calls, and also would like to have a specific prefix (i.e.: *9) also to be preset, in the field where the number is asked to be entered, so as not to type this prefix every time a number has to be entered there (*9 is a prefix to reach an external PBX which is working as a SIP Gateway towards the PSTN).
If this is not possible, then this specific customer department is really not considering PureCloud as a good tool to be used, as if the Queue selection and the *9 has to be entered manually on every outgoing call, made as an outgoing ACD Call is absolutely overloading the agent's work.
Can anyone help me on this particular request and problem?
Thanks
Regards
#Ask Me Anything (AMA)
#Implementation#Routing(ACD/IVR)------------------------------
Jorge Marcelo Negri
Senior Project Consultant
Genesys PureCloud Certified Associate
In Motion Argentina
Ciudad Autónoma de Buenos Aires
Argentina
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