Exclude agent from ACD call routing based on ANI

Genesys Cloud Applications Architect
1

Hi, is there an easy way to exclude a particular agent from ACD call distribution in a queue, based on the ANI of the caller.
The agent cannot be removed from the queue, but calls coming in from a particular end-user (ANI) are not allowed to be delivered to this agent, all other agents in the queue are alowed to receive this call.
Can this be done maybe via a data table?
Interesting to know. Thxs.

2

Hi,

With a decision you can verify the ANI.
If it is the ANI that you don't want to be answered by Agent X, add a skill to that type of calls, all agents will have that skill except for agent X so he will not answer the call of that ANI.

I hope this solution fits what you are looking for.
Best regards.

3

Hi Adrian,
This is a smart solution. Was not thinking of that.
Thxs

1 Like
4

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.