Genesys Cloud - Main

Hi All,
I have raised an idea to request some pre-connect routing be added to PureCloud.
Other platforms allow you to deal with inbound calls before sending a Connect event.

It's generally used where a Premium Rate number is allocated for inbound calls and legislation doesn't allow for these calls to be connected and charged unless you have available agents.

We have some other scenarios to where OutSourcers want the ability to send a Busy tone to their clients, allowing to take the call back. This doesn't incur call charges and removed the need for tromboning calls.

The URL for the idea is https://purecloud.ideas.aha.io/ideas/CLCOLL-I-308

If you think this would be useful and have some Votes to give, I'd appreciate them.

We are looking at other ways of delivering this function by building a service using the APIs that an SBC can call. That way we can control the call at the SBC level before it even hits PureCloud. However, having it in PureCloud would allow for data to be collected and reported on to give a full picture.

Thanks in advance,

#Telephony

------------------------------
Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
------------------------------

Good idea @Craig Stevenson

I just voted for it. Hope that eventually it will be included in PureCloud features

------------------------------
Раско Радојевић
Rasko Radojevic
------------------------------

Original Message:
Sent: 05-14-2019 06:58
From: Craig Stevenson
Subject: Pre-Connect Routing

Hi All,
I have raised an idea to request some pre-connect routing be added to PureCloud.
Other platforms allow you to deal with inbound calls before sending a Connect event.

It's generally used where a Premium Rate number is allocated for inbound calls and legislation doesn't allow for these calls to be connected and charged unless you have available agents.

We have some other scenarios to where OutSourcers want the ability to send a Busy tone to their clients, allowing to take the call back. This doesn't incur call charges and removed the need for tromboning calls.

The URL for the idea is https://purecloud.ideas.aha.io/ideas/CLCOLL-I-308

If you think this would be useful and have some Votes to give, I'd appreciate them.

We are looking at other ways of delivering this function by building a service using the APIs that an SBC can call. That way we can control the call at the SBC level before it even hits PureCloud. However, having it in PureCloud would allow for data to be collected and reported on to give a full picture.

Thanks in advance,

#Telephony

------------------------------
Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
------------------------------

Thank you @Rasko Radojevic.
We thought it was a one-off being asked for this, but have now been asked multiple times. In the days of ISDN this kind of function used to be standard :-)

​​

------------------------------
Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
------------------------------

Original Message:
Sent: 05-14-2019 08:38
From: Rasko Radojevic
Subject: Pre-Connect Routing

Good idea @Craig Stevenson

I just voted for it. Hope that eventually it will be included in PureCloud features

------------------------------
Раско Радојевић
Rasko Radojevic

Original Message:
Sent: 05-14-2019 06:58
From: Craig Stevenson
Subject: Pre-Connect Routing

Hi All,
I have raised an idea to request some pre-connect routing be added to PureCloud.
Other platforms allow you to deal with inbound calls before sending a Connect event.

It's generally used where a Premium Rate number is allocated for inbound calls and legislation doesn't allow for these calls to be connected and charged unless you have available agents.

We have some other scenarios to where OutSourcers want the ability to send a Busy tone to their clients, allowing to take the call back. This doesn't incur call charges and removed the need for tromboning calls.

The URL for the idea is https://purecloud.ideas.aha.io/ideas/CLCOLL-I-308

If you think this would be useful and have some Votes to give, I'd appreciate them.

We are looking at other ways of delivering this function by building a service using the APIs that an SBC can call. That way we can control the call at the SBC level before it even hits PureCloud. However, having it in PureCloud would allow for data to be collected and reported on to give a full picture.

Thanks in advance,

#Telephony

------------------------------
Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
------------------------------