Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: stevealix on September 27, 2017, 12:27:50 PM

Title: alert external destination and if no answer then RONA to ACD
Post by: stevealix on September 27, 2017, 12:27:50 PM

Is it possible in a queue to check for internal agents on WDE and external agents via cellular and if the call is assigned and alerting on the cellular to pull back and RONA if there is no answer. We have been able to send to calls to cellular using WDE forwarding, but is there a way to control it on the routing so that if there is no answer Genesys pulls the call back and waits for another resource or destination to become available? This sounds impossible, but one of our business units asked for the ability to use cell phones as agents and if no answer to pull the call back.

Title: Re: alert external destination and if no answer then RONA to ACD
Post by: Kubig on September 27, 2017, 12:53:53 PM

This is not possible on Genesys at this moment. So, you have to find solution somewhere (for example on GW level) or you can ask Genesys PM to implement this feature in next release via feature request