Question: is it possible to route call from IVR directly to agent without queue

Architect & Flows
1

Hi all.

I have question, regarding routing calls.

The situation is :
there is a group of agents, that are ‘preferred’ to receive calls with certain attached data. The question is - is it possible, to create such strategy, that would:
1 - receive call from IVR (with attached data)
2 - check if ‘preffered agent’ is available (one, exact extension per attached data set)
- if agent is available route call to this agent (without any queue, just transfer call)
- if agent is unavailable route call to standard queue..

Technical guy in my company said it’s not possible to do…

Thanks!

2

Yes, it is possible. This is very general and common scenario, which almost all Call Center software must have :slight_smile:

3

Thanks!

We’re working on Genesys, both IVR and routing. Could You please point me the document in which I could find how to do that?

4

docs.genesyslab.com - Routing and specific T-Server (do not know what type of PBX are you using)

5

Target 1 to specific Agents based on Attached Data and then Overflow route to Target 2 standard, generic Agent Groups - don’t clear Target 1 if you still want to include specific Agents whilst attempting to Route to Target 2. Agents and Agent Groups are valid Target types and you don’t have to apply a Queue to define a Target.

6

Sure, My company have done that on both Genesys and Avaya IC