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  • 1.  switch inbound - outbound

    Posted 05-30-2025 15:13
    No replies, thread closed.

    Hello,

    We would like to understand how the EA will be structured during the transition between inbound and outbound activities.
    Specifically, in a scenario where an agent is assigned to both inbound queues and an outbound campaign, how can we ensure they are restricted to handling only outbound interactions and are prevented from receiving inbound calls?

    Thank you for your support.


    #Outbound
    #Routing(ACD/IVR)

    ------------------------------
    Rihab
    ------------------------------


  • 2.  RE: switch inbound - outbound
    Best Answer

    Posted 06-02-2025 11:42
    No replies, thread closed.

    Hello Rihab,

    I don't think it is possible to prioritize outbound ACD calls over inbound ACD calls on the same queue. If they are separate queues, you would need to remove the inbound queues to stop them being assign inbound interactions. 

    Hopefully others in the community can comment on how they manage this scenario



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: switch inbound - outbound

    Posted 06-02-2025 14:36
    No replies, thread closed.

    hello,

    Indeed, it's not the same queue - they are separate queues. The agent will be assigned to one inbound queue and another outbound queue. They will handle outbound calls for an hour or two during the day, depending on production needs. However, the agent should not handle only outbound calls; similarly, when they are handling inbound calls, they should not be processing outbound calls at the same time.

    Is there a way to manage this automatically, instead of manually activating and deactivating the queues each time the type of work changes?



    ------------------------------
    Rihab
    ------------------------------

    Original Message


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