Hi,
Yes we do get them to do that, but every now and then the queue is missing or the setting has been reverted for whatever reason so there's calls that slip through. We try and get the agents to make sure they have this setting and that they are calling, but calls still slip through.
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Glen Tylee
Fonterra
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Original Message:
Sent: 09-09-2022 02:42
From: Rasko Radojevic
Subject: Can you force an outbound call to be made from a queue?
Hi,
did you try this settings?
For calls placed On Behalf of Queue you can configure the client to remember the last queue that you selected. Just a note that a queue name does not persist in the On Behalf of Queue box until you successfully place an interaction on behalf of a queue.
So if in Salesforce CTI toolbar you go
- Click Menu > More .
- Click Settings.
- Click Queue.
- In the Queue section, select or clear the Remember the last selected queue check box.
Hope it helps
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Раско Радојевић
Rasko Radojevic
Original Message:
Sent: 09-08-2022 20:04
From: Glen Tylee
Subject: Can you force an outbound call to be made from a queue?
We have Genesys Cloud connected to Salesforce and use the phone widget there.
Sometimes people make an outbound call and for whatever reason, have the queue selection empty, and they proceed to make a call. They then have no wrap up code, and when we report on it, we can't see what queue they called from.
Is it possible to make it so that people can't proceed with an outbound call unless a queue is selected?
#Integrations
#Outbound
#PlatformAdministration
#Reporting/Analytics
#SystemAdministration
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Glen Tylee
Fonterra
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