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  • 1.  Create a virtual extension

    Posted 09-28-2023 15:52
    No replies, thread closed.

    Hello good day, I am new to genesys cloud and I would like to request your kind help, we have currently migrated a sip trunk with 100 sessions, I have been assigned the numbers to various service queues, but I have problems with some users who call and type an extension that is not assigned to a user, what I would like to know is,   whether it is possible to create virtual extensions so that you can assign them to a service queue. And with this I do not disconnect in the calls, in advance thank you very much.

    Best Regards.


    #ArchitectureandDesign

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    Angel Marlut
    Royal Holiday Servicios Administrativos S.A. de C.V
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  • 2.  RE: Create a virtual extension

    Posted 09-28-2023 17:53
    No replies, thread closed.

    Hi Angel

    I've achieved this by way of having the flow collect input rather than listen for extension.  Then you can take that input, and do a couple of things:

    1. Look up a data table for that # and then based on additional logic and field values in the data table send that call to a queue
    2. Use the API to see if anyone is associated with that extension and then route accordingly
    3. If no match in 1 or 2 then do something else

    I've got things quite a bit more complex under 1 and 2 but at a high level that's something you could do



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    Vaun McCarthy
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  • 3.  RE: Create a virtual extension

    Posted 09-28-2023 18:05
    No replies, thread closed.

    Hi Vaun McCarthy,

    I really appreciate the help, I had been told that I could do it that way through a table, I just don't have much knowledge about how to storeNar data, I will have to read a little more.

    Te doy las gracias

    Mejores regrados,



    ------------------------------
    Angel Marlut
    Royal Holiday Servicios Administrativos S.A. de C.V
    ------------------------------

    Original Message


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