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  • 1.  Add external number as user in queue

    Posted 09-01-2023 06:33
    No replies, thread closed.

    Hi, Commutity!

    I need queue to spread call not only on users in genesys, but also to external number or trunk. How could I do it?

    I've tried to add forwarding to fake user, but when I put it on queue forwarding turns off.


    #Outbound
    #SystemAdministration

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    WE PROUDLY SUPPORT UKRAINE.
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  • 2.  RE: Add external number as user in queue

    Posted 09-01-2023 07:52
    No replies, thread closed.

    Hi Victor,

    You could have a Remote Station on the user, but the issue would be that the user needs to be logged on the Genesys for this to actually work, and if the other end is a group with several users the Genesys user would be busy when the first call is routed over.

    It would probably be more reliable to have the queue overflow to an external number if not answered in a set amount of time.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


  • 3.  RE: Add external number as user in queue

    Posted 09-06-2023 21:12
    No replies, thread closed.

    Hi Victor,

    I have bookmarked this link as I found this useful for future reference, I think this is what is being discussed on this two discussions.  Few options on how to implement distributions of calls. 

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=9f36aca6-5e3a-4251-b9a3-0188b65d112e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=e5438b08-d964-46f3-b43c-55b5095d81f9&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&bm=e5438b08-d964-46f3-b43c-55b5095d81f9#bme5438b08-d964-46f3-b43c-55b5095d81f9




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    Vincent Sabolboro
    ATB Financial
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    Original Message


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