Genesys Cloud - Main

My client is deploying a new service that mainly handles outbound calls.

For ease of use, they installed a click-to-call extension. However, these calls do not go through the queue but directly via the agent.

This is particularly problematic for several reasons:

• Call transcription does not occur since it is enabled on the queue and not on the agent.
• The displayed number is that of the contact or, if applicable, the one configured on the trunk (company number) instead of the queue number.
• There is no button to stop the recording.
• We have to monitor two different performance views for inbound and outbound calls.

They tried with two extensions, including Genesys for Chrome.

How can we force the call to use the queue, or is there an extension better suited to achieve the desired result?

Thanks in advance for your advice !

Catherine

#OutboundCalls #click-to-call

#API/Integrations
#Implementation
#Outbound

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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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Hello Catherine,

That sounds odd. If you are using Genesys Cloud for Chrome, you should be able to use Click-to-Dial to make a call On Behalf of Queue.

I am curious if anyone else in the Community has any other experiences like this or if they know of another way to accomplish this.

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Jason Kleitz
Online Community Manager/Moderator
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Hi,

You can set the extension to prompt for a queue when dialing and set the extension to remember last queue selected.

Hope this helps,

Antti

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Antti Mikkola
Common Product Manager
Telia Finland Oyj
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Can you give a little more detail on that extension? It sounds like maybe they built their own? 

Does it involve the Embeddable Framework Client?

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George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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It seems that the issue has been resolved. 

Thank you all for your support and your assistance !

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Catherine DUPIRE
Customer Success Manager
NXO FRANCE SASU
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