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.

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

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.