Genesys PushPreview & Call Blending

Anyone successfully have this working?
I don’t have Genesys installed as of yet, but am going through the GDS with installers. I’m being told this cannot be done, I find that difficult to believe. I currently have a 15 year old dialer this basic functionality works on.
Here’s what I’m trying to do:
Agent logged into Genesys on a campaign with Push Preview (10 second countdown) on it. While agent is on the Push Previewed account, they should be UNAVAILABLE for any further INBOUND or OUTBOUND calls. Once they have completed the Outbound Account they are working on, they will terminate the call by choosing a DISPOSITION code from a drop down list (customized list). IF there are any inbound calls waiting in QUEUE for that agents skill, they should then be presending with the inbound call, and all Outbound calls should be stopped until the inbound call is completed. Seems pretty basic. I’m told this works just fine in Predictive Mode, but once in Preview - agents would then have to TELL the system when they are reading to take a waiting Inbound call. I don’t want my agents to choose… that seems to defeat the purpose of “Seamless Call Blending”

Anyone have any thoughts?

Hi,

I haven’t tried in real life but blending should be possible when using inbound voice and push preview as routing is controlled by Universal Routing Server. If the voice interactions are being assigned higher priority then these will be routed to the agents as first.

R.

I agree with Rene.
We have tested here recently to stop sending outb interactions to agent when more inb calls are in queue looking at stats in strategy.

However, I am stuck with the priority to be set on these interactions
It doesn;t seem to work the same way as set on the Inbound calls.

we want Outbound interactions to take high priority than inbound calls when routed to agents - in normal scenario.
So we are setting up Outbound interactions with priority number higher than Inbound calls and tried couple of scenarios like below

1. used the differnet URSs, diff routing statservers for both inb and Outb,
2. used the different URS and same routing statserver for both inb and Outb

both cases did not work - meaning Outbound was not delivered first to agent

If anyone has tried this out, please let me know