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How do we distribute inbound calls between purecloud Queues and outbound DID??

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  • 1.  How do we distribute inbound calls between purecloud Queues and outbound DID??

    Posted 01-19-2018 04:06
    No replies, thread closed.

     

    We have scenario where we are outsourcing our contact center where they want to use their own phone system. They have inbound DID where the calls can be forwarded. 

     

    I want to distribute call between our queues and DID (80% to our queue and 20% to them)

     

    How do we do it?? 

     

    Thanks



  • 2.  RE: How do we distribute inbound calls between purecloud Queues and outbound DID??

    Posted 01-19-2018 08:29
    No replies, thread closed.

    You can't set a distribution rule like 80% - 20%. Possible solution is to do something with estimated wait time or position in queue. If a specific time or # is reached then a flow out to extern transfer.



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