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Manual Outgoing calls in behalf of a Queue

  • 1.  Manual Outgoing calls in behalf of a Queue

    Posted 15 days ago
    Edited by Jorge Negri 15 days ago
    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


    #AskMeAnything(AMA)
    #Implementation
    #Routing(ACD/IVR)

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


  • 2.  RE: Manual Outgoing calls in behalf of a Queue

    Top 25 Contributor
    Posted 15 days ago
    Hi Jorge,

    The short answer is that this is not possible out-of-the-box.

    For the *9 prefix, you could probably go about handling that a different way, but I can't say for sure without knowing more details.

    For the Queue selection, you could always write a custom app that handles this and even the *9. You don't have to write a completely custom client, just a custom app with outbound dialing functionality.


    Thanks,
    Daniel McLeod

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Manual Outgoing calls in behalf of a Queue

    Posted 15 days ago
    Thanks Daniel for your very quick and detailed reply.

    Found in the PureCloud Ideas, that the "remember the last Queue" set feature is under development and may be ready to be delivered for Beta Testers.

    Hope it will be added to the available features soon.

    Regards




    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------



  • 4.  RE: Manual Outgoing calls in behalf of a Queue

    Top 25 Contributor
    Posted 15 days ago
    Even better! I hadn't seen that one.

    For the *9 prefix, can you explain the reasoning behind that a little more? Do all users have to dial *9 for all calls?

    Thanks,

    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 5.  RE: Manual Outgoing calls in behalf of a Queue

    Posted 11 days ago
    Hi Daniel,

    Regarding the need to have *9, in the customer context, we have a thrid party PABX which is working as a Gateway (SIP to Digital Signalling trunks - ISDN and/or PCM R2 Argentina) to reach the Public Network (PSTN).

    In this context, numbering is overlapping as there is a large number of extensions configured in the PABX and this may be in conflict with the external public switched network national numbering plan (fixed and mobile subscribers).

    May be this is helping you to clarify this a little more.

    Regards


    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------