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  • 1.  Disable Channels for Queues

    Posted 8 days ago

    Hello,

    is ist possible to disable Messaging for special Queues? So that from a separate Messaging queue a transfer to a queue where no trained Agents are assigned is not possible?

    Thanks for your Reply


    #DigitalChannels
    #SystemAdministration

    ------------------------------
    Dirk Krampe
    Sixt SE
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  • 2.  RE: Disable Channels for Queues

    GENESYS
    Posted 8 days ago
    Edited by Cameron Tomlin 8 days ago

    Hello Dirk, 

    My suggestion would be to not build a message flow in architect for the queue so that way no messages go into the queue and i'm not even sure that is really what you are looking for. This might be an idea in our ideas lab for an enhancement request. I looked and currently there is no idea for this, at least none that I could find. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Disable Channels for Queues

    Posted 8 days ago

    Hi Cameron,

    thanks for your reply. For these Queues are no Message Flows created, but Agents are Able to transfer the interaction to the Queue

    Example:

    Service Queue (Message Flow is creted; Agents can handle Messaging)

    Accounting Queue (No Message Flow; Agents are not handling Messaging and have no permission for this)

    An Agent from Service thinks this interaction is a Case for Accounting and is not aware that they only handle phone calls or Emails. He transfers the interaction to the Accounting queue and the Interaction is waiting for Pick up in the queue (until the Customer gives up and is angry). This happens because when there is no In Queue Message Flow, the default InQueue Message Flow is in Place.

    I will place this in the ideas lab and hope that this function is developed fast, in the past I was disappointed from the speed when posting ideas....

    Regards



    ------------------------------
    Dirk Krampe
    Sixt SE
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    Original Message


  • 4.  RE: Disable Channels for Queues

    GENESYS
    Posted 8 days ago

    Hello Dirk, 

    That does seem like a problem. Hopefully the community can provide insight or even a possible solution. But for now I cannot think of a way to limit media type into the queue. It might be possible to set an inqueue flow that catches everything but phone call and emails and route it to a different queue. Just my thoughts. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Disable Channels for Queues
    Best Answer

    Posted 7 days ago

    You just mainly need to NOT route messaging to those queues.  Sounds like you need a messaging flow that checks for agents in one queue and if none are available, then route them to another queue.  The fairly new Conditional Group Routing could be an option.  The other would be Bullseye routing with a skill for Messaging.  If you go with Bullseye, make sure you use Group membership and not individual membership in the Queue.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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