Genesys Cloud - Main

Hello Team,

I cant seem to find the answer but is there a way to get a users webrtc to answer another users call?

Example:

Secretary would like to monitor the CEO's phone calls where she has an appearance somewhere on the WebRTC that rings anytime the CEOs line is called?  If possible an indicator of some sort so she can differentiate between a direct call to her or a call to the CEOs line.

If not in webRTC is it possible on Polycom phones to have a specific button that would be the CEOs line?

#Telephony

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Benny Martinez
Packet Fusion, Inc.
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From what I've seen there's no inbuild monitor functionality in GC, would be good if you could have bridged appearances like in some other PABX systems.

I looked at this recently for another customer, and best I could come up with was to have a queue (better) or group that the secretary and the CEO are a part of, take away the CEOs DID from their user and assign it to a call route and queue so all their inbound calls go via the call route, call flow, then queue, assign a new DID or not to the CEO. If needed the CEO can outbound call via queue to have their CLID show.

Then CEO can go on/off queue if they need to take calls directly, otherwise the calls will go to the secretary who can then transfer the call to the CEO if needed. Good thing about using a Call Route is that you can do agent availability checks (via call data action) and route the call to backup locations or voicemail if no one is on queue (idle or busy) and after hours etc.

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Nathan Kaden
CALLSCAN AUSTRALIA PTY. LTD.
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Have you considered using a Group Ring  and Broadcast type - https://help.mypurecloud.com/articles/configure-a-group-phone-number/ ?

Regards,
Don

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Don Huovinen
Genesys - Employees
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Original Message:
Sent: 01-31-2021 17:03
From: Nathan Kaden
Subject: Monitor Appearance/Answer another users call

From what I've seen there's no inbuild monitor functionality in GC, would be good if you could have bridged appearances like in some other PABX systems.

I looked at this recently for another customer, and best I could come up with was to have a queue (better) or group that the secretary and the CEO are a part of, take away the CEOs DID from their user and assign it to a call route and queue so all their inbound calls go via the call route, call flow, then queue, assign a new DID or not to the CEO. If needed the CEO can outbound call via queue to have their CLID show.

Then CEO can go on/off queue if they need to take calls directly, otherwise the calls will go to the secretary who can then transfer the call to the CEO if needed. Good thing about using a Call Route is that you can do agent availability checks (via call data action) and route the call to backup locations or voicemail if no one is on queue (idle or busy) and after hours etc.

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Nathan Kaden
CALLSCAN AUSTRALIA PTY. LTD.
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