Genesys Cloud - Main

Hello,  We have the need for physical phones at one of our sites. Sometimes those associates need to reach out to other departments (queues) for assistance. Instead of the physical phone users dialing the 10 digit queue number, I'd like to know if anyone one, with a similar configuration has come up with a better solution for this.

Regards,

#Routing(ACD/IVR)
#Telephony
#Unsure/Other

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Gary Pinnock
Life Extension
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Hello Gary,

I do apologize as I am not personally aware of any way to accomplish this off of the top of my head. Hopefully someone else has implemented something similar.

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Jason Kleitz
Genesys - Employees
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Hello Gary, 

I don't think at this time there is anyway around this. I tried looking to see what you could do with extensions in my test environment but came up short. At this time it looks like agents will have to use the 10 digit number to call into a queue. 

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Hi Gary,

It might be possible with use of number plan and inbound call routing.

You need to:

1. Create a number plan that will match your preferred extension digits (should not exist in extensions for DIDs)

2. Normalize this extension as your queue's 10-digit number

If this number is already pointing to a flow that goes to your queue, then it should work. Let me know how it goes

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Niel Vicente
DAMAC Properties Co. LLC
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