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How do I build a call flow to meet the needs of a non acd group that require ACD related functionality?

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  • 1.  How do I build a call flow to meet the needs of a non acd group that require ACD related functionality?

    Posted 08-31-2023 17:41
    No replies, thread closed.

    I'm hoping to get some ideas around a unique business group we would like to bring onto cloud.

    Requirements:

    - Visibility to agent performance activity including inbound/outbound calls metrics

    - Audio and Video recording

    - Users will be remote 

    Current State:

    - Team is on office using traditional phone. 

    Scenario -  Call work is handled in two ways:

    A primary user receives inbound call via the main line then transfers the caller to the proper agent based on daily criteria. 

    Agent makes outbound calls from their phone and if the person is not reached they require the call be returned to them. This is where primary user comes in. The call is returned to a main line where primary user gets the call to the proper agent. 

    If a voicemail is left for agent afterhours, the primary user will listen to the voicemail and get it to an agent who can handle the call. 

    We would like to bring this group onto cloud, however to meet their requirements, call needs to remain an acd interaction. Does anyone have some thoughts around how we can build a call flow that fits their needs?


    #ArchitectureandDesign

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    Wendy Silvs
    Advocate Aurora Health, Inc.
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  • 2.  RE: How do I build a call flow to meet the needs of a non acd group that require ACD related functionality?

    Posted 09-05-2023 04:00
    No replies, thread closed.

    Hi Wendy,

    This seems like it would be relatively simple to handle with just a simple queue setup.

    You have your "main line" number routing to a queue where your primary user(s) - functioning like an Operator - answer the call and transfer them to whichever agent needs to deal with it (if they're available).

    Your other agents can be part of the queue - just either without the appropriate ACD skill or deactivated in the queue so they don't receive the "main line" calls - and make calls out on behalf of the queue, presenting the main line number to the client. The client can then call back and speak to the primary user.

    You can use queue voicemail configuration to alert the queue members, or create a dummy user to receive voicemail and send it to a distribution list via email as an attachment, where they can then review the recording and send it to whichever user needs to receive it.



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    James Dunn
    Pitney Bowes Inc.
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