Genesys Cloud - Main

Hello,

Our Service Desk receives a high volume of transfers from our Operator that are not valid calls they should be receiving.  We would like to identify all calls transferred from our operator's extension 1111 and pass them thru a seperate menu where we handle those calls differently than the callers who directly dial our service desk.  What would be the best way to identify these calls?  The call.ani would show the caller's number - not the number it was transferred from, right?  How can we identify all calls transferred from a specific extension/number?

#Routing(ACD/IVR)
#SystemAdministration
#Telephony
#Other

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Josh Steinkamp
CHRISTIAN BROADCASTING NETWORK
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My first thought is "retrain the Operator!", but I'm assuming you thought of that ;-)

Check the original DNIS. If it's not the one for the Helpdesk, then it's a transfer.

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Paul Simpson
Eventus Solutions Group
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