Genesys Cloud - Main

Hi,

I have a queue setup for Preferred agent routing and when call comes in it looks up data table Queue Name(This queue is configured for Preferred agent) - Transferred number and transfers call. However I want 1-2 numbers to be excluded from preferred agent routing. It seems we can add a exception table to exclude some phone numbers  , looking for guidance here

Data Table 1

Human Clinics - > xxxxxx3456

Animal Clinics -> xxxxxx4567

Emergency -> xxxxxx7891

Human Clinic and Animal clinic queues are preferred agent routing

now how do I prevent phone numbers NOT to be preferred agent as do not want next call to go to last agent customer spoke with

#Routing(ACD/IVR)

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shahid asager
Individual Only Contact Account
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Just add a column to your data table for "Preferred Agent" and then look for a true or false value there with a decision to see if it is true or false.  Under the True, use the Transfer to ACD with preferred agent and under the false use Transfer to ACD with no preferred routing. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-13-2023 12:31
From: shahid asager
Subject: Exclude few phone numbers from Preffered agent

Hi,

I have a queue setup for Preferred agent routing and when call comes in it looks up data table Queue Name(This queue is configured for Preferred agent) - Transferred number and transfers call. However I want 1-2 numbers to be excluded from preferred agent routing. It seems we can add a exception table to exclude some phone numbers  , looking for guidance here

Data Table 1

Human Clinics - > xxxxxx3456

Animal Clinics -> xxxxxx4567

Emergency -> xxxxxx7891

Human Clinic and Animal clinic queues are preferred agent routing

now how do I prevent phone numbers NOT to be preferred agent as do not want next call to go to last agent customer spoke with

#Routing(ACD/IVR)

------------------------------
shahid asager
Individual Only Contact Account
------------------------------