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Senior Linkage Line has a need to easily track data related to inbound call interactions into the Senior Linkage Line toll-free (800-333-2433) line where a five-digit extension that always begins with the DTMF value of 8 is initiated from the Senior Linkage Line's Interactive Voice Response (IVR) system's architect inbound call flow. By forcing all extension calls to flow to a new queue titled, Extension Calls, that is designed to route calls directly to the agent assigned to the five-digit extension if the agent's status is On Queue or Available.  We want this new queue architect in-queue flow to follow some specific rule, such as:

• If agent has a different status or doesn't join the interaction, the extension interaction will transfer from the Extension Calls queue to the agent's voicemail.
• ​For extension call interactions that do route to the Extension Calls queue and the agent has an appropriate status and joins the interaction a new Genesys Architect in-queue flow will be configured to the following functions that exist and occur as does for all of our other inbound call queues will occur:
  • Agent screen captures (GCBA is installed on all agent devices)
  • Caller is transferred to the Genesys post call survey when agent enters wrap-up

Any feedback or advice you think I should address in my requirements to my Implementation partner Miratech.  Thanks.

#Architect

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David Wallace
Minnesota Board on Aging
Technical Project Manager
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Hi David,

Why do you need a queue? Why not just use the Dial By Extension action, and call the agent direct, with voicemail setup on the agent side to automatically activate if they are not available. https://help.mypurecloud.com/articles/dial-extension-action/

Otherwise you are going to have to capture customer input, with the collect input action or a bot, validate that input, find the user id based on that extension, maybe through a data table lookup, which you would need to manage with attrition and new hires, then mark that as the preferred agent and use preferred agent routing, then route to acd, then have inqueue logic that will lookup agent status and make a decision based on that output. That is 2-3 data actions + a datatable lookup + a bunch of flow logic to configure to replicate what a single action does without a queue. - Which is just of the top of my head, there will likely be more involved. 

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Anton Vroon
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Anton Vroon, thank you for responding.  I have managers and supervisors across 6 contact centers that have very limited ability to evaluate agent activities through extension calls.  They have specifically want the ability to have these interactions run through a queue where screen caps can be initiated when the agent joins the interaction, agent will have ACW from these interactions and leadership wants to know how much, they also want the callers to take a post call survey, and the biggest ask is to know if extension calls are negatively impacting WFM by disrupting the 4 other primary inbound voice queues due to handling, ACW of these extension calls.  The leadership feels this will give them more direct insight whether all agents need an extension or only certain segments of agents.

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David Wallace
Technical Project Manager
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Original Message:
Sent: 04-06-2025 19:39
From: Anton Vroon
Subject: Advice on having extensions entered within the inbound call flow and route to a queue that only handles extension calls for all agents in the org

Hi David,

Why do you need a queue? Why not just use the Dial By Extension action, and call the agent direct, with voicemail setup on the agent side to automatically activate if they are not available. https://help.mypurecloud.com/articles/dial-extension-action/

Otherwise you are going to have to capture customer input, with the collect input action or a bot, validate that input, find the user id based on that extension, maybe through a data table lookup, which you would need to manage with attrition and new hires, then mark that as the preferred agent and use preferred agent routing, then route to acd, then have inqueue logic that will lookup agent status and make a decision based on that output. That is 2-3 data actions + a datatable lookup + a bunch of flow logic to configure to replicate what a single action does without a queue. - Which is just of the top of my head, there will likely be more involved. 

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Anton Vroon
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Sounds like the want the benefit of queues without the functionality of queues...

Personally I would push back on their approach, but I know we can't always do that.

I haven't had to do this, but as I mentioned, you can certainly do a collect input from inbound call flow action or through a bot, to get the extension.

Then from there maybe do a lookup to get the Agent, then do preferred agent routing to send it to a queue with the agent as the preferred agent?

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Anton Vroon
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Original Message:
Sent: 04-07-2025 09:11
From: David Wallace
Subject: Advice on having extensions entered within the inbound call flow and route to a queue that only handles extension calls for all agents in the org

Anton Vroon, thank you for responding.  I have managers and supervisors across 6 contact centers that have very limited ability to evaluate agent activities through extension calls.  They have specifically want the ability to have these interactions run through a queue where screen caps can be initiated when the agent joins the interaction, agent will have ACW from these interactions and leadership wants to know how much, they also want the callers to take a post call survey, and the biggest ask is to know if extension calls are negatively impacting WFM by disrupting the 4 other primary inbound voice queues due to handling, ACW of these extension calls.  The leadership feels this will give them more direct insight whether all agents need an extension or only certain segments of agents.

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David Wallace
Technical Project Manager
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Original Message:
Sent: 04-06-2025 19:39
From: Anton Vroon
Subject: Advice on having extensions entered within the inbound call flow and route to a queue that only handles extension calls for all agents in the org

Hi David,

Why do you need a queue? Why not just use the Dial By Extension action, and call the agent direct, with voicemail setup on the agent side to automatically activate if they are not available. https://help.mypurecloud.com/articles/dial-extension-action/

Otherwise you are going to have to capture customer input, with the collect input action or a bot, validate that input, find the user id based on that extension, maybe through a data table lookup, which you would need to manage with attrition and new hires, then mark that as the preferred agent and use preferred agent routing, then route to acd, then have inqueue logic that will lookup agent status and make a decision based on that output. That is 2-3 data actions + a datatable lookup + a bunch of flow logic to configure to replicate what a single action does without a queue. - Which is just of the top of my head, there will likely be more involved. 

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Anton Vroon