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  • 1.  Excluding Queues from Transfer List

    Posted 06-06-2022 15:28
    ​Hello all,
    We have four queues in our call center infrastructure.   One of the queues is not designed to handle calls transferred by other agents within our call center but it still shows up as an option for the agent to transfer a call to.  Is there anyway to exclude it from showing up when an agent clicks on Transfer?
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Nichole Conway
    State of Missouri - Family Support Division
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  • 2.  RE: Excluding Queues from Transfer List

    Posted 30 days ago

    Is this not an option still? This seems like one many customers would need. Not all queues should allow transfers from agents. Some are inbound only.



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    Christopher Tsang
    Business Systems Analyst, Product Owner, Technical Lead
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    Original Message


  • 3.  RE: Excluding Queues from Transfer List

    Top 25 Contributor
    Posted 30 days ago

    Apparently, haven't tested it myself, but remember reading about it when this was released,

    If you have those queues in different divisions, you can then limit agent's ability to transfer to queues only in their own division

    https://help.mypurecloud.com/articles/manage-access-to-individuals-based-on-division-membership/



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    Anton Vroon
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    Original Message


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