Block Non-Contact Center Calls?

[grcampb]

Is there any way to block certain extensions from receiving non-contact center calls if they are logged into a skillset?

We would like to be able to block our call-center agents from receiving calls from customers just dialing their extension directly.

 

[BombOne]

If they use a seperate greeting table from people who need to be dialed by extension, you can check the box that says disable DN dialing, in the greeting table set up.

 

[grcampb]

Unfortunately we have 1 phone number coming into the system going to 1 greeting table. Callers get the option to either enter the extension (for managers, etc) or press 1 for sales or 2 for support. Sales skillset has about 3 extensions and Support skillset has 3 extensions.

The problem is when we run an incoming call report, although it can show non-cc calls, etc we don't know how many of them were customers dialing direct or personal calls, other employees, etc.

So by the sounds of it unless we set up a different phone number and greeting table for management calls then there is no way to block only certain extensions from receiving "direct dialed" calls?

 

[snowman50]

If you have enough skillsets you can add each Personal DDI (Target Line) to its own shillset,
Assign the agent to its own skillset.
So when the agent logs in it will be assigned to the Main skillset and its own personal skillset to log the DDI calls.

I did this for a company who wanted stats for all personal DDI calls as well as the main number for each agent.
They used 4 skillsets for the main incoming calls and the other 30 skillsets assigned to the 30 agents for personal DDI calls.