The other thing some people do is to create one queue per agent (that can get excessive, though).
That way, the DID goes straight to that queue which has only one member, the desired agent. If the agent is not available, the call rolls into the In-Queue Call flow where you can prompt the caller to leave a voicemail, or get a Callback (and originate the callback into the agent's queue from the flow), or transfer to someone else (and use Transfer to ACD to send the call into another queue with a bunch of agents), etc.
Or, some folks use Bullseye routing to try and send the call to the first agent (the only one in Ring 1), then if that agent isn't available within, say, 15 seconds roll to the second ring which has a lot more agents available.
Lots of things that could be done :-)
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-09-2019 12:53
From: Sven Schiller
Subject: Dedicated Phone Numbers for Agents
I think George nailed it.
We sometimes provide an agent's extension to a customer. Customers still call into the queue, but can enter the extension to reach the agent. In the IVR flow we would like the ability to query the status of an agent to be able to tell if busy, or unavailable (this currently needs two API calls to be implemented: match extension to agent, query agent status). If we know the agent's status, we can then offer the caller options such as personal voicemail, connect to another agent, etc.
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Sven Schiller
Kognitiv
Original Message:
Sent: 05-08-2019 10:39
From: George Ganahl
Subject: Dedicated Phone Numbers for Agents
The questions from both of you are too vague to answer.
On the one hand, the answer is, "That is standard functionality when you assign a Work Phone to the user and set it as Primary Voice. That sets it as the user's DNIS and is used to set the CallerID for outbound calls (unless you turn that functionality off on the Trunk)."
However, I have a feeling you want more than just calls being able to go directly to a specific agent? Perhaps you want to have open/closed hours when those agents can receive calls? Perhaps you want to roll to a different agent when the primary is not available" Perhaps you want to roll to that agent's voicemail when they are not available? Perhaps you want to run ACD reports and get statistics for calls going to those agents, rather than the Inbound calls being Non-ACD calls?
You need to give a lot more detail on what you are trying to accomplish for someone to be able to answer well.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 05-08-2019 01:00
From: Anil Kumar
Subject: Dedicated Phone Numbers for Agents
Hi,
We are also looking to achieve something similar. Assign different numbers to different agents so when the customers call back on those numbers they reach the agent directly.
Is that possible in Purecloud ?
Regards,
Anil
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Anil Kumar
Telstra Corporation Ltd
Original Message:
Sent: 12-11-2018 06:11
From: Ali Aljohani
Subject: Dedicated Phone Numbers for Agents
Hello Everyone,
Our customer has 19 agents, and 19 phone numbers.
They want for each agent a dedicated phone number. So, when the agent makes outbound call, the caller ID, which is assigned to, would appear as Caller ID.
The second case applies with Inbound calls as well, that when someone calls the agent's phone number, it should be directed to the agent.
Is this possible especially in regular outbound calls case?
If not, is there a work around to achieve this?
Best Regards,
#Telephony
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Ali Aljohani
Jathwa Technology Solutions
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