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  • 1.  Agent DID Call Routing

    Posted 03-31-2023 12:43

    Hello, 
    We are converting to the Genesys Cloud and found the we can not route and Agents DID call to the queue if they are on a call or not available. In Pure connect we just set the call flow in the client configuration to go to the queue if the agent was on the phone or did not answer.  Is there any easy way of doing this in the cloud?

    Thanks,
    -Christian


    #Routing(ACD/IVR)

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    Christian Belli
    Dollar Bank, Federal Savings Bank
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  • 2.  RE: Agent DID Call Routing

    Posted 03-31-2023 13:45

    At present, you would need to build an Architect flow that checks their availability, and diverts the call to ACD queue if they aren't available.  There is an idea that's in the works to make this a native feature (VIP routing).  https://genesyscloud.ideas.aha.io/ideas/INB-I-844



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    Paul McGurn
    Manager, Telecom Services
    GoTo
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  • 3.  RE: Agent DID Call Routing

    Posted 04-05-2023 15:15

    Thanks Paul,

    Any chance you could send me a screen snip of how to set up the call flow that checks the Agents availability?

    Thanks,
    -Christian 



    ------------------------------
    Christian Belli
    Dollar Bank, Federal Savings Bank
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