Hi,
One way to do is, to introduce a new skill (or adding another if you already have a skill for this type of calls). This skill should be assigned to all other agents except the backlisted agent.
In the IVR, you can setup a decision block to identify the calling number matching your target value. If it's in the 'Yes' path you have to transfer the call with the new skill, and in 'No' path, follow your current process.
In Queue, you will have to set the routing method as Standard and the evaluation method as either All skills or Best available.
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Thanks and Regards,
Sriram L
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Original Message:
Sent: 06-26-2024 02:24
From: Thijs de Laat
Subject: Is it possible to blacklist an ANI for only 1 agent? Any other agent on the queue should get the call.
And how can this be done? :-)
#Routing(ACD/IVR)
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Thijs de Laat
Netherlands
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