Hi there,

Is there a way in PureCloud to limit the number of interactions to be only 1 (inbound, outbound, email, chat, ACD and non-ACD all considered)? 
We've configured under "Contact Center - Utilization" and "Outbound Dialing - Outbound Settings" but it still allows multiple interactions at the same time.
Are we missing anything?

Thanks,
#Routing(ACD/IVR)

------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

In Utilization have you cleared out the Can be interrupted by setting for each media type? Based upon your question I believe this is what you are looking for.

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 01-21-2019 09:04
From: Jun Li
Subject: Limit concurrent interactions to be just one?

Hi there,

Is there a way in PureCloud to limit the number of interactions to be only 1 (inbound, outbound, email, chat, ACD and non-ACD all considered)?
We've configured under "Contact Center - Utilization" and "Outbound Dialing - Outbound Settings" but it still allows multiple interactions at the same time.
Are we missing anything?

Thanks,
#Routing(ACD/IVR)

------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

HI Don,

Yes, we have cleared out the "Can be interrupted by" setting for "Voice". We expect that "Voice" can't be interrupted by any other media.
Regards,

Jun

------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

Original Message:
Sent: 01-28-2019 16:52
From: Don Huovinen
Subject: Limit concurrent interactions to be just one?

In Utilization have you cleared out the Can be interrupted by setting for each media type? Based upon your question I believe this is what you are looking for.

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 01-21-2019 09:04
From: Jun Li
Subject: Limit concurrent interactions to be just one?

Hi there,

Is there a way in PureCloud to limit the number of interactions to be only 1 (inbound, outbound, email, chat, ACD and non-ACD all considered)?
We've configured under "Contact Center - Utilization" and "Outbound Dialing - Outbound Settings" but it still allows multiple interactions at the same time.
Are we missing anything?

Thanks,
#Routing(ACD/IVR)

------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------

Did these changes properly address your need?

I did test this on my side, both adjusting the quantity to 1 and clearing "Can be interrupted" and confirmed that if an agent was handling an interaction then another interaction would not be delivered.

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 01-30-2019 07:44
From: Jun Li
Subject: Limit concurrent interactions to be just one?

HI Don,

Yes, we have cleared out the "Can be interrupted by" setting for "Voice". We expect that "Voice" can't be interrupted by any other media.
Regards,

Jun

------------------------------
Jun Li
Ontario Teacher's Pension Plan

Original Message:
Sent: 01-28-2019 16:52
From: Don Huovinen
Subject: Limit concurrent interactions to be just one?

In Utilization have you cleared out the Can be interrupted by setting for each media type? Based upon your question I believe this is what you are looking for.

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 01-21-2019 09:04
From: Jun Li
Subject: Limit concurrent interactions to be just one?

Hi there,

Is there a way in PureCloud to limit the number of interactions to be only 1 (inbound, outbound, email, chat, ACD and non-ACD all considered)?
We've configured under "Contact Center - Utilization" and "Outbound Dialing - Outbound Settings" but it still allows multiple interactions at the same time.
Are we missing anything?

Thanks,
#Routing(ACD/IVR)

------------------------------
Jun Li
Ontario Teacher's Pension Plan
------------------------------