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  • 1.  Skill Based Routing based on DNIS

    Posted 07-08-2025 12:36
    No replies, thread closed.

    Hi! 

    I have a unique case where a team is requesting calls coming to a specific number to be routed to a set group of people if one of them is available and if not go to everyone in the queue. Is this possible with Skills? 

    Basically, Customer calls 800-555-5555 - Genesys assigns the skill to the call and then gets routed to the people with the skill, if no one is available it goes into the main Queue for that department. 

    Do I have to setup a separate queue for it and have it route through that first or can I assign Skills to the existing main queue and have that skill be assigned to try to go to the specific people first? 

    Let me know if none of this makes sense. 

    Thank you! 


    #Routing(ACD/IVR)

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    Matt Asselin
    XXX
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  • 2.  RE: Skill Based Routing based on DNIS

    Posted 07-08-2025 13:04
    Edited by Matt Asselin 07-08-2025 13:06
    No replies, thread closed.

    Is this the correct way? 

    Setup an Inbound Call flow in Architect that has "Transfer to ACD" and assign an ACD Skill to it (in this instance it's called Gov Test)? 

    Here's what I have the flow looking like: 



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    Matt Asselin
    XXX
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  • 3.  RE: Skill Based Routing based on DNIS
    Best Answer

    Posted 07-08-2025 13:28
    No replies, thread closed.

    Hello Matt, 

    From what I understanding of what you are talking about. 

    I would recommend bulleyes routing. You can use your exisiting queue and implement bullseye routing, which specifically designed for what you are looking for. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 4.  RE: Skill Based Routing based on DNIS

    Posted 07-15-2025 09:07
    No replies, thread closed.

    Is it possible to assign the Bullseye routing only to one specific DID number? 



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    Matt Asselin
    XXX
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    Original Message


  • 5.  RE: Skill Based Routing based on DNIS

    Posted 07-15-2025 10:15
    No replies, thread closed.

    Hello Matt, 

    I believe it is possible to have bullseye routing to one DID. But it would require its own queue. 

    To implement this:

    • Ensure the specific DID is properly configured in your system
    • Create a queue specifically for that DID
    • Configure bullseye routing strategy for the queue
    • Associate the DID with the queue that has bullseye routing config

    I believe this way only calls coming to that specific DID will follow the bullseye routing pattern. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 6.  RE: Skill Based Routing based on DNIS

    Posted 10-22-2025 18:28
    Edited by Peter DeMarco 10-22-2025 18:29
    No replies, thread closed.

    Matt,

    This thread is a few months old.  Hopefully you've found a solution that works for you.

    I've recently had a similar ask from my organization for one of our queues.  Rather than a Skill/Bullseye routing combination, the approach I used was Preferred Agent routing.  I check my criteria in my inbound flows (i.e. DNIS, etc.) and if required, use MakeListAgentScorePair to build my list of agents, and then set the timeout amount within the Queue settings.

    A few caveats:

    1. unlike assigning Skills, which can be easily done by anyone with permissions, updates to the pair list need to be made in Architect. The may not be practical for all orgs.
      1. I'm only dealing with 4 agents, but I imagine a large group of agents could easily become unwieldy.
    2. the timeout setting applies even if all preferred agents are offline.  This could cause unwanted delays if you only have normal/backup staff logged in at a particular time.

    I hadn't considered using a separate Skill (we already have another Skill for the Queue) - but thinking it through, it might be a better approach than what I did.  I'd love to hear what you finally settled on and how it's been working for you.



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    Peter DeMarco
    na
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