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  • 1.  Unable to Select a Queue When Making Outbound Calls from Salesforce

    Posted 8 hours ago

    We have discovered that when making outbound calls from the Salesforce interface, a queue cannot be selected if the associated skill level is set to 0.

    For example, assuming the skill name is "test", the user search criteria for the skill group is configured as test >= 1. If we change this condition to test >= 0, the queue becomes selectable. However, in that case, users with a skill level of 0 will also be able to receive inbound calls.

    What we would like to achieve is the following:

    • Users with a skill level of 1 or higher can receive inbound calls.
    • Users with a skill level of 0 cannot receive inbound calls but can still perform outbound calling activities.

    Other than modifying Architect flows, are there any lightweight configuration changes or recommended approaches that would allow us to implement this behavior?

    For reference, our current workaround is to assign users a skill level of 1 and have them perform outbound activities while remaining in a Not Ready status. However, this is only considered a temporary solution because users may inadvertently change their status, which could result in them receiving inbound calls unexpectedly.

    Any guidance or best practices would be greatly appreciated.


    #Uncategorized

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    Kei Suzuki
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  • 2.  RE: Unable to Select a Queue When Making Outbound Calls from Salesforce

    Posted 7 hours ago
    Edited by Phaneendra Avatapalli 7 hours ago

    Hi Kei,

    One thought that came to mind would be to use separate queues.

    Keep the existing inbound queue with the test >= 1 skill requirement, and create a dedicated outbound queue without that skill restriction. Agents with a skill level of 0 could then use the outbound queue for Salesforce outbound calls while remaining ineligible for inbound ACD routing through the inbound queue.

    It does mean managing two queues, but it avoids Architect changes and removes the reliance on agents remaining in Not Ready to prevent inbound calls.

    Just a thought, Hope this helps. I'd be interested to hear if anyone has implemented for a similar use case.



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    Phaneendra
    Technical Solutions Consultant
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