Hi Craig,
Thanks for your answer, This solved that part of the problem.
Since the agent DNIS now is routed to the Architect Flow, how can we show the agents DNIS as the Called ID when they are doing an Outbound call. I tried to use the same DNIS as the agents Work Phone but then I get a message that there is a duplicate number. That also stopped the routing to the Architect Flow.
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Rune Schau
Atea AS
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Original Message:
Sent: 05-24-2021 06:58
From: Craig Stevenson
Subject: Divert unanswered calls to queue or external numbers
Hi Rune,
You would have to build this in Architect. Currently Genesys Cloud does not have the functionality to allow users to control what happens to call if they do not answer.
You could build an Architect Flow that you can route your DNIS for the agents through, then do lookup in a Data Table that contains the agent the DNIS is to route to and the Queue name for the overflow. Use a "Transfer to Agent" action with rollover to Voicemail switched off and set a timeout. On the Failure path have the "Transfer to ACD" for routing to a queue, or "Transfer to Group" to route to a group.
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Craig Stevenson
Genesys - Employees
Original Message:
Sent: 05-24-2021 05:18
From: Rune Schau
Subject: Divert unanswered calls to queue or external numbers
We have a customer we are migrating from PureConnect to Genesys Cloud and most of their extension are forwarded to an external number for unanswered calls. Other extensions are forwarded to a workgroup queue. They do not use voicemail.
I have not find a way to do this in Genesys Cloud. It's look like the only possibility is voicemail.
Regards
Rune
#Telephony
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Rune Schau
Atea AS
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