Tricksy.
First thing that comes to mind is have everyone else have a skill, called BobsFamily, and all calls from that ani get that skill added to the call.
Routing needs to be All skills matching or best available skills on all the queues.
Might be a better way, but it should do the trick.
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Anton Vroon
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Original Message:
Sent: 05-26-2022 21:30
From: Glen Tylee
Subject: Block a phone number from connecting to a specific agent
So the situation is that one of our agents has a family member they wish not to speak to.
That family member is also a customer of ours.
So we need to be able to service the customer as we would any other customer, but without them speaking to our agent.
Our agent needs to be on all queues and the customer may call into any one of those queues.
We know the phone number of the customer.
I'm not sure on how to do this. Any ideas or work arounds?
#ArchitectureandDesign
#Routing(ACD/IVR)
#Security
#SystemAdministration
#Telephony
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Glen Tylee
Fonterra
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