Genesys Cloud CX

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  • 1.  Block a phone number from connecting to a specific agent

    Posted 05-26-2022 21:31

    So the situation is that one of our agents has a family member they wish not to speak to.
    That family member is also a customer of ours.
    So we need to be able to service the customer as we would any other customer, but without them speaking to our agent.

    Our agent needs to be on all queues and the customer may call into any one of those queues.
    We know the phone number of the customer.

    I'm not sure on how to do this. Any ideas or work arounds?


    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Security
    #SystemAdministration
    #Telephony

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    Glen Tylee
    Fonterra
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  • 2.  RE: Block a phone number from connecting to a specific agent

    Posted 05-26-2022 21:39
    Tricksy.

    First thing that comes to mind is have everyone else have a skill, called BobsFamily, and all calls from that ani get that skill added to the call.
    Routing needs to be All skills matching or best available skills on all the queues.

    Might be a better way, but it should do the trick.

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    Anton Vroon
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  • 3.  RE: Block a phone number from connecting to a specific agent

    Posted 05-26-2022 21:46
    Give everyone a skill of NotMyMother except that one agent.  Check for that number and add skill if matches her number.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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