Genesys Cloud - Main

Hello, everyone.

I am wondering, is it possible to set up some condition/decision in inbound call flows that would say "is this call coming from this specific url? if yes, continue this way".

We are thinking to add a button directly on a few of our products on the website that would start a call to our Customer Support Center. The problem is that this call would be about a specific topic which we don´t want to add it to the regular IVR but we don´t want to go through the process of a brand new phone number and IVR flow only because of this temporary promotion. So I am thinking that if it was possible that at the very beginning the flow would find out if the call comes from a customer who dialed a phone number or whether the customer clicked on that call button on the website, I would add a decision to the beginning and route the calls from the website directly to a specific queue without having to go through the whole IVR tree.

I hope my description is clear. Does anyone have some experience with similar set up? Is it even possible? 

Thanks!

Hello, everyone.

I am wondering, is it possible to set up some condition/decision in inbound call flows that would say "is this call coming from this specific url? if yes, continue this way".

We are thinking to add a button directly on a few of our products on the website that would start a call to our Customer Support Center. The problem is that this call would be about a specific topic which we don´t want to add it to the regular IVR but we don´t want to go through the process of a brand new phone number and IVR flow only because of this temporary promotion. So I am thinking that if it was possible that at the very beginning the flow would find out if the call comes from a customer who dialed a phone number or whether the customer clicked on that call button on the website, I would add a decision to the beginning and route the calls from the website directly to a specific queue without having to go through the whole IVR tree.

I hope my description is clear. Does anyone have some experience with similar set up? Is it even possible? 

Thanks!

Hello, everyone.

I am wondering, is it possible to set up some condition/decision in inbound call flows that would say "is this call coming from this specific url? if yes, continue this way".

We are thinking to add a button directly on a few of our products on the website that would start a call to our Customer Support Center. The problem is that this call would be about a specific topic which we don´t want to add it to the regular IVR but we don´t want to go through the process of a brand new phone number and IVR flow only because of this temporary promotion. So I am thinking that if it was possible that at the very beginning the flow would find out if the call comes from a customer who dialed a phone number or whether the customer clicked on that call button on the website, I would add a decision to the beginning and route the calls from the website directly to a specific queue without having to go through the whole IVR tree.

I hope my description is clear. Does anyone have some experience with similar set up? Is it even possible? 

Thanks!

Hello, everyone.

I am wondering, is it possible to set up some condition/decision in inbound call flows that would say "is this call coming from this specific url? if yes, continue this way".

We are thinking to add a button directly on a few of our products on the website that would start a call to our Customer Support Center. The problem is that this call would be about a specific topic which we don´t want to add it to the regular IVR but we don´t want to go through the process of a brand new phone number and IVR flow only because of this temporary promotion. So I am thinking that if it was possible that at the very beginning the flow would find out if the call comes from a customer who dialed a phone number or whether the customer clicked on that call button on the website, I would add a decision to the beginning and route the calls from the website directly to a specific queue without having to go through the whole IVR tree.

I hope my description is clear. Does anyone have some experience with similar set up? Is it even possible? 

Thanks!