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  • 1.  Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-08-2022 17:23
    No replies, thread closed.
    I'd like to have agents as a member of a queue so they can make outbound calls from the queue, but I don't want them to be able to receive inbound calls. Using Standard/Best Available Skills routing, will not assigning Skills for that queue prevent them receiving calls?
    #SystemAdministration

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    John Codispoti
    Pfizer Inc.
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  • 2.  RE: Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-09-2022 15:55
    No replies, thread closed.
    Yes, 

    If an agent has no skills, and the calls coming in have skills, the agent cannot take the call.  Of course, you need to make sure the calls all have skills assigned to them.

    The better option would be to deactivate them in the queue, then they would not get calls but would still be considered a queue member.  I haven't tested this, but i'm pretty positive they can still make outbound calls on behalf of the queue. 

    Hope that helps!

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    Kyle Peterson
    Athene
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  • 3.  RE: Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-09-2022 17:56
    No replies, thread closed.
    Thanks! I will try that.

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    John Codispoti
    Pfizer Inc.
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    Original Message


  • 4.  RE: Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-09-2022 19:12
    No replies, thread closed.
    Hi John, I'm also assuming that these agents actually do need to get inbound calls for OTHER queues?  Or are they purely manual outbound calling?

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    Vaun McCarthy
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  • 5.  RE: Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-09-2022 19:29
    No replies, thread closed.
    Correct assumption. Still receive inbound calls on other queues. Doing follow-up work (outbound only) on their non-inbound queues.

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    John Codispoti
    Pfizer Inc.
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    Original Message


  • 6.  RE: Can an agent be a queue member, but not receive calls in that queue?

    Posted 02-09-2022 19:47
    No replies, thread closed.
    It's also possible (if you trust your agents) to allow them to activate/deactivate their own queues. Use with caution!
    I believe it's the Routing > Queue > Join or the Routing > QueueMember > Manage permission.

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    Paul Graney
    Telstra Corporation Ltd
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    Original Message


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