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  • 1.  Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-20-2023 11:14

    Hello Guyz,

    Queue is configured for Preferred agent routing but can we have a exception list NOT to offer preferred agent based on phone numbers ?

    Thanks in advance


    #Routing(ACD/IVR)

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    shahid asager
    Individual Only Contact Account
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  • 2.  RE: Can we have a exception list not to offer preferred agent based on phone number

    GENESYS
    Posted 09-20-2023 14:08

    Don't set any preferred agents in the flow's transfer to acd action.  The queue will skip all the preferred agent rings and fallback to the timeout routing method.  Examine the built-in variable Call.CalledAddressOriginal in the flow to decide whether it matches one of the phone numbers you want to exclude.



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-21-2023 09:54

    Hi Melissa,

    Thanks !! 

    So I just examine variable Call.CalledAddressOriginal in the flow and add list of phone numbers to be excluded ? or as Steve said need to add data table with list of phone numbers and call in flow for lookup ?



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    shahid asager
    Individual Only Contact Account
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  • 4.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-21-2023 08:35

    Use a data table to lookup the phone number exceptions. If the inbound DNIS matches on the lookup in the data table then send to ACD with no preferred agent in the list. You could also send it to different queue that doesn't have preferred agent configured. 

    If the inbound DNIS does not match to the lookup then just route as normal using Preferred Agent list in that Transfer to ACD block.



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    Steve Alix
    EDCi
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  • 5.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-21-2023 09:15

    Hi Steve

    Thanks for reply ! Where should I call this data table in flow to lookup ?

    Can you share a example of flow and data table with exceptions list ? or just steps please

    Regards



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    shahid asager
    Individual Only Contact Account
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  • 6.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-21-2023 14:29

    The data table lookup would be at the top of all your call flows, or in the flow just before you transfer to queue. That is up to you and how your flows are built out. The data table it self would really only need one column for the inbound DNIS. 

    The Data Table lookup has the logical steps built into it. "If Found" go to a "Transfer to ACD" No preferred Agent routing, "if Not Found" then Transfer to ACD where the preferred agent list is populated. 

    It probably sounds simple, but the design I'm proposing is. 



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    Steve Alix
    EDCi
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  • 7.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-25-2023 14:29

    Hi Steve

    Do you have any example flow with DNIS data table ?



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    shahid asager
    Individual Only Contact Account
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  • 8.  RE: Can we have a exception list not to offer preferred agent based on phone number

    Posted 09-25-2023 14:43

    Here is a screen shot.



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    Steve Alix
    EDCi
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