Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on January 03, 2023, 01:38:16 PM
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Hello,
I want to set up routing where call to specific numbers route to agents directly and want to check on the recommended method to do this.
ie
number 012345678910 -> agent 1
number 012345678911 -> agent 2
number 012345678912 -> agent 3
is setting the numbers up as routing points then strategy to target the agent the best (and only way)?
wasnt sure if i can create the numbers as ACD Queue then define the agent id someway or routing point and use an existing field to send that call to the agent.
we do recognise consideration needs to be given to call queuing/voicemail etc.
agents will be using WDE.
we are using sip server/gvp.
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You can put as Origination DN the Place DN used (static places of course) and will route to them as well
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There are lots of way to do that, and I dont know if one is better than the other... specifically for your scenario, my approach would be have one single strategy to direct those calls, and inside the routing point annex, have __ROUTER__\<some_option_name>=<agent_employeeid>, and have the strategy look for that option