Genesys Cloud - Main

Hi all,

We have three different phone numbers that fall into our main inbound queue.

The first number is our main publicised number. The other two numbers are provided to customers only in relation to certain servicing issues. We have tagged these two numbers with skills, and routing will, where possible, route it to agents more skilled in this area.

However, what I am unsure of is how to flag with the agent that these calls have come from specific numbers, so they can begin on the front foot and know what sort of issue the customer is likely facing. The queue that shows up in the interaction that appears is simply the inbound queue.

We wondered if it is possible to set up different scripts that would present based on the number the customer used, or if there is another best way to mark these interactions?

Thanks!

#Routing(ACD/IVR)

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Katie Brassell
Compassion Australia
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If you are just using the standard PureCloud UI, then I would go with the multiple scripts idea. I would probably make the background color on each script a different color so when it pops during the alert the agent has a quick visual on what type of call it is without even having to read anything.

If you are using auto-answer, you can also use a Set Whisper Audio action in the Inbound Call flow before the Transfer to ACD action to set a very short audio file that will play in the agent's headset telling them what type of call it is right before connecting the customer.

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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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If you route the numbers through a flow first, you could present your different scripts based on the number.  Your callers wouldn't even be aware of the flow, if you used a starting task that transfers to ACD and removed the starting audio.  Something like this



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Melissa Bailey
Genesys - Employees
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Really helpful - thank you George & Melissa! :)

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Katie Brassell
Compassion Australia
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Original Message:
Sent: 12-19-2019 16:29
From: Melissa Bailey
Subject: Alerting Agents of Varying Phone Numbers within Single Queue

If you route the numbers through a flow first, you could present your different scripts based on the number.  Your callers wouldn't even be aware of the flow, if you used a starting task that transfers to ACD and removed the starting audio.  Something like this

https://help.mypurecloud.com/articles/set-starting-task/

https://help.mypurecloud.com/articles/set-screen-pop-data-action/

https://help.mypurecloud.com/articles/transfer-acd-action/

You could also use whisper audio, though that also requires routing through a flow b/c it can only be configured in a flow or on a per-queue basis.

https://help.mypurecloud.com/articles/set-whisper-audio-action/

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Melissa Bailey
Genesys - Employees
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