Genesys Cloud – New permission to require queue selection for outbound PBX calls

In a future release, Genesys Cloud will add a permission that allows administrators to require agents to select a queue when placing non-emergency outbound PBX calls.

What’s changing

To ensure that outbound PBX calls are associated with the correct queue for reporting, agents must choose a queue before dialing.

Why this matters

Today, the ACD dialer requires queue selection, but the PBX/Communicate dialer does not, and click-to-dial actions default to the PBX path. This causes many outbound calls to bypass queue association. The new permission closes this gap by aligning the two dialers and giving administrators consistent, reliable outbound reporting.