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  • 1.  How to assign Skills for incoming calls after DTMF choise ?

    Posted 11-07-2018 14:58
    No replies, thread closed.
    Hello,

    We have build a call flow with DTMF menu (for example : if you have sales question tape 1, technical question tape 2...etc) and the agents have already configured with skills (sales, tech, pre-sales...etc)

    My question is: how to assign the skills to an incoming call after the caller has tape a DTMF choise (for example 1 for sales) in order to route it for the high skilled agent in priority 1 ?

    I didn't find how to mark the call with a specific skills

    Thank you in advance
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: How to assign Skills for incoming calls after DTMF choise ?

    Posted 11-07-2018 17:14
    No replies, thread closed.
    Click the Add ACD skill button on the transfer to ACD action.



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    Melissa Bailey
    Genesys - Employees
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    Original Message


  • 3.  RE: How to assign Skills for incoming calls after DTMF choise ?

    Posted 11-09-2018 11:10
    No replies, thread closed.
    Thank you so much
    Original Message


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