Genesys Cloud - Main

I am developing and IVR and routing and the client desires to utilize dial by extension for their agents.

But they still want to be able report that the call that was routed by dial by extension was associated with a particular queue the person was calling for.

IS there a way to accomplish this?

Is there a way to possible put the dial by extension on the InQ routing and delay routing slightly to allow offering DbyE?
#ArchitectureandDesign

------------------------------
Brent Lee

------------------------------

Hi Brent:

Personally, I'm not a big fan of 'Preferred Agent', so haven't played with it much ...

Maybe you could collect the Extension Input and use that to lookup Preferred Agent?

Cheers!

------------------------------
Thanks and regards,

Malcolm Green (GCP - PureCloud)
Nexon Asia Pacific
------------------------------

Hi Brent,

Did you ever come up with a solution for this?  I am trying to figure a way to associate an incoming call to a queue as well.


------------------------------
Wendy Sachen
Armed Forces Insurance (AFI)
------------------------------