Rajesh,
Take a look at this idea. Whilst it's targeted at DID calls (as opposed to extension dialing) you might be able to do something with it and / or request that extension dialing be in scope.
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 01-16-2024 05:13
From: Rajesh Patel
Subject: Screen pop/Script on extension routing
Yes i agree with you, that is the only way we can achieve. Adding extension number as a skill and assign that to Agent. But it will really look ugly when we will have more than 100 agent for for each business. it will be unmanageable after sometime.
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Rajesh Patel
Optum Technology, Inc
Original Message:
Sent: 01-16-2024 04:07
From: Lawrence Drayton
Subject: Screen pop/Script on extension routing
Just to add to this - You could just have an extension skill added (a bit tedious) to the agent and also attach that skill and route from a queue. This would give you the ability to have the screen pop and emulate the extension based routing
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Lawrence Drayton
Prvidr Pty Ltd
Original Message:
Sent: 01-15-2024 14:31
From: Robert Wakefield-Carl
Subject: Screen pop/Script on extension routing
Not possible on just transfers to extension or for extension dialing. Screen Pop requires GCx licensing and must be an ACD interaction.
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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
Original Message:
Sent: 01-15-2024 06:20
From: Rajesh Patel
Subject: Screen pop/Script on extension routing
Our requirement is to display the script/screen pop on extension routing. is this possible or it has be a ACD call and it should have Queue.
#ArchitectureandDesign
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Rajesh Patel
Optum Technology, Inc
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