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  • 1.  Route interaction to preferred Agent while retrieving infos from External Contact

    Posted 07-18-2019 10:14
    No replies, thread closed.
    Hi,

    I want to know if it is possible to route an incoming voice interaction to a specific agent (preferred-Agent) based on the informations retrieved from External Contacts of Purecloud ?

    For exemple, the Customer A dial an incoming call that it should be routed to his preferred Agent (for example, Agent1), so the Architect will look for information's of this customer within External contacts of Purelcoud in order to determine which is his Preferred Agent then route call to him

    If this Agent is not available or busy, the call should be reach any other free agent on the same queue

    Is this possible ? if so, what I need to configure it in Purecloud ?

    Thank you in advance
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration


  • 2.  RE: Route interaction to preferred Agent while retrieving infos from External Contact

    Posted 07-18-2019 10:26
    No replies, thread closed.
    We're working on this feature right now.
    https://purecloud.ideas.aha.io/ideas/CLINB-I-168

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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