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I'm inquiring about a feature that allows Genesys agents to hear and/or visually see when another caller is in queue; a call waiting indicator if you will.

  • 1.  I'm inquiring about a feature that allows Genesys agents to hear and/or visually see when another caller is in queue; a call waiting indicator if you will.

    Posted 08-02-2016 22:01
    Whether there is such a feature that we can uncover or needs to be developed, how would we go about setting this up? 


  • 2.  RE: I'm inquiring about a feature that allows Genesys agents to hear and/or visually see when another caller is in queue; a call waiting indicator if you will.

    Posted 08-08-2016 06:24
    Why do not use the standard UI for these purposes (like CCPulse, Pulse or stats within the agent application)?


  • 3.  RE: I'm inquiring about a feature that allows Genesys agents to hear and/or visually see when another caller is in queue; a call waiting indicator if you will.

    Posted 08-09-2016 15:15
    Those options seem to avail more information for our agents than they really need. Is there any solution when an agent is already engaged in a call and when a another call comes in, it would notify them; just as how simplistic a mobile phone would behave when a call is waiting?  


  • 4.  RE: I'm inquiring about a feature that allows Genesys agents to hear and/or visually see when another caller is in queue; a call waiting indicator if you will.

    Posted 08-11-2016 07:36
    Only through WDE customization - for example:

    Just observe the requested statistic and in case the value matches, you can call the audio alert using standard .Net system methods (nothing to do with WDE itself)

    All depends on what are your exactly needs and what do you want to achieve.

    HTH!