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  • 1.  Is it possible to blacklist an ANI for only 1 agent? Any other agent on the queue should get the call.

    Posted 06-26-2024 02:25
    No replies, thread closed.

    And how can this be done? :-)


    #Routing(ACD/IVR)

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    Thijs de Laat
    Netherlands
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  • 2.  RE: Is it possible to blacklist an ANI for only 1 agent? Any other agent on the queue should get the call.
    Best Answer

    Posted 06-26-2024 08:03
    No replies, thread closed.

    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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  • 3.  RE: Is it possible to blacklist an ANI for only 1 agent? Any other agent on the queue should get the call.

    Posted 06-27-2024 05:02
    No replies, thread closed.

    Tnx Sriram, 

    Worth trying out.

    Regards



    ------------------------------
    Thijs de Laat
    Netherlands
    ------------------------------

    Original Message


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