In a future release, Genesys Cloud will allow administrators to require agents to select a queue when making non-emergency outbound calls. With this update, administrators can enforce queue selection for outbound calls. This ensures outbound calls follow consistent rules regardless of dial pad type and helps organizations maintain accurate analytics and operational controls while preserving access to emergency calling. This change improves reporting accuracy by ensuring outbound calls are associated with the correct queue, and gives administrators greater control over how outbound calls are placed across the organization.

What’s changing

• New permission for outbound calls – Permissions will be granted and backfilled to allow users to make outbound calls without a queue. Administrators can remove these permissions to enforce queues on all non-emergency outbound calls.
• Protected emergency calling – Emergency calls remain available at all times and are not affected by queue enforcement requirements.