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  • 1.  Assign Queues an extension

    Posted 03-11-2026 13:57
    Is there a way to map an extension directly to a queue so the call stays internal? A suggested workaround was to create a dial plan, but that forces the call to route out and back in, which results in trunk charges.
    We're trying to set up a call queue specifically for internal users, and relying on the dialer search bar to find the queue is proving inconvenient.


    #Implementation
    #Roadmap/NewFeatures

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    Andrew Squier
    IT
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  • 2.  RE: Assign Queues an extension

    Posted 03-11-2026 14:13

    Answering the first part, the only way to assign a number/extension to a queue is by using a flow + did + call routing, etc.. 

    Regarding the internal connection, it's entirely possible.
    I'm not entirely sure of the your scenario, but I think the call will reach number X, be transferred to an agent, and then you need to send it to another queue, but without dialing out, is that correct?

    You can add a button to the agent script with the action "blind transfer" to the queue.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 3.  RE: Assign Queues an extension
    Best Answer

    Posted 03-11-2026 14:27

    Hello Andrew, 

    This is a current limitation as Genesys doesn't currently support direct mapping an extension to a queue or inbound call to a flow to keep calls internal. 

    It looks like there is an idea submitted about this:

    TEL-I-280: "Allow extension routing to inbound flows and in-queue flows" - Status: Future Consideration

    I recommend going in and voting for this idea if it fits your needs. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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