Genesys Cloud - Main

My client is deploying a new service that mainly handles outbound calls.

For ease of use, they installed a click-to-call extension. However, these calls do not go through the queue but directly via the agent.

This is particularly problematic for several reasons:

• Call transcription does not occur since it is enabled on the queue and not on the agent.
• The displayed number is that of the contact or, if applicable, the one configured on the trunk (company number) instead of the queue number.
• There is no button to stop the recording.
• We have to monitor two different performance views for inbound and outbound calls.

They tried with two extensions, including Genesys for Chrome.

How can we force the call to use the queue, or is there an extension better suited to achieve the desired result?

Thanks in advance for your advice !

Catherine

#OutboundCalls #click-to-call

My client is deploying a new service that mainly handles outbound calls.

For ease of use, they installed a click-to-call extension. However, these calls do not go through the queue but directly via the agent.

This is particularly problematic for several reasons:

• Call transcription does not occur since it is enabled on the queue and not on the agent.
• The displayed number is that of the contact or, if applicable, the one configured on the trunk (company number) instead of the queue number.
• There is no button to stop the recording.
• We have to monitor two different performance views for inbound and outbound calls.

They tried with two extensions, including Genesys for Chrome.

How can we force the call to use the queue, or is there an extension better suited to achieve the desired result?

Thanks in advance for your advice !

Catherine

#OutboundCalls #click-to-call

My client is deploying a new service that mainly handles outbound calls.

For ease of use, they installed a click-to-call extension. However, these calls do not go through the queue but directly via the agent.

This is particularly problematic for several reasons:

• Call transcription does not occur since it is enabled on the queue and not on the agent.
• The displayed number is that of the contact or, if applicable, the one configured on the trunk (company number) instead of the queue number.
• There is no button to stop the recording.
• We have to monitor two different performance views for inbound and outbound calls.

They tried with two extensions, including Genesys for Chrome.

How can we force the call to use the queue, or is there an extension better suited to achieve the desired result?

Thanks in advance for your advice !

Catherine

#OutboundCalls #click-to-call

My client is deploying a new service that mainly handles outbound calls.

For ease of use, they installed a click-to-call extension. However, these calls do not go through the queue but directly via the agent.

This is particularly problematic for several reasons:

• Call transcription does not occur since it is enabled on the queue and not on the agent.
• The displayed number is that of the contact or, if applicable, the one configured on the trunk (company number) instead of the queue number.
• There is no button to stop the recording.
• We have to monitor two different performance views for inbound and outbound calls.

They tried with two extensions, including Genesys for Chrome.

How can we force the call to use the queue, or is there an extension better suited to achieve the desired result?

Thanks in advance for your advice !

Catherine

#OutboundCalls #click-to-call