Genesys Cloud CX

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  • 1.  Phones selected by another location

    Posted 15 days ago
    Hello Everyone,

    I am in need of a resolution if there is one. I have several locations within my Org and manage all their phones. I have some locations selecting another locations phones. I have several tickets a week to log agents off phones that are for another location. I went in and spent a couple hours renaming phones with their location codes first, then the name. I thought that would help, but if agents do not look at the 1st line key of the phone they select another locations phones again. Is there a way to separate/ hide other locations phones so they will not be selected? Or maybe when they search for a phone it only shows their locations phones? I am sure there is a permission or a setting somewhere that I can change so this will no longer happen. Any guidance would be much appreciated.

    Example:

    Location 55 selects location 35 phones without paying attention. Now location 55 cannot select their phones, and they initiate a ticket for me to log them off.

    Thank you in advance.
    #Telephony

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    Kelly Quarles
    Firstgroup America, Inc.
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  • 2.  RE: Phones selected by another location

    Posted 15 days ago
    Divisions of Telephony Objects is coming.  That would do it.  You could put phones and users into same division so they can only see those phones.   This feature is due out on October 19.  Here is the link to the idea:  https://genesyscloud.ideas.aha.io/ideas/OP-I-620

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Phones selected by another location

    Posted 15 days ago
    Thank you Robert for the quick reply. Question, how do you put phones in Divisions? I have them assigned to the site currently.

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    Kelly Quarles
    Firstgroup America, Inc.
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  • 4.  RE: Phones selected by another location

    Posted 15 days ago
    Need to wait for another 30 days.  Sorry, GA is scheduled Oct 19

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Phones selected by another location

    Posted 15 days ago
    Thank you...

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    Kelly Quarles
    Firstgroup America, Inc.
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