Genesys Cloud - Main

I know there is a way to block a number completely, but is there a way to block a number for only one or two reps?

#ArchitectureandDesign
#Telephony

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Tommy Oudavanh
ISN Software Corporation
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I think if you create a new site, outbound router and number plan you will can block this numbers for some reps

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Rafael Silva
Alctel Telecomunicacoes e Informatica LTDA
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If you're still talking about ACD routing I would think you can use the idea of your block list (assuming a data table) to change your routing method. Use Conditional Group Routing or Preferred Agent routing to keep calls from DNIS from being able to be delivered to Rep A or Rep B.  You could still treat the call same or transfer it to another flow or task where the call treatment is the same, but the Transfer to ACD step would make it so that the reps you don't want to answer are not in the target agent pool.

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Steve Alix
EDCi
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