Rolph_Lieverse | 2023-08-21 11:46:08 UTC | #1
Hi, is there an easy way to exclude a particular agent from ACD call distribution in a queue, based on the ANI of the caller. The agent cannot be removed from the queue, but calls coming in from a particular end-user (ANI) are not allowed to be delivered to this agent, all other agents in the queue are alowed to receive this call. Can this be done maybe via a data table? Interesting to know. Thxs.
Adrian_Rodriguez | 2023-08-28 07:28:55 UTC | #2
Hi,
With a decision you can verify the ANI. If it is the ANI that you don't want to be answered by Agent X, add a skill to that type of calls, all agents will have that skill except for agent X so he will not answer the call of that ANI.
I hope this solution fits what you are looking for. Best regards.
Rolph_Lieverse | 2023-08-29 09:29:54 UTC | #3
Hi Adrian, This is a smart solution. Was not thinking of that. Thxs
system | 2023-09-29 09:30:14 UTC | #4
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