Hi All, 

I'm running into a situation with one of my customers where agents who are on an ACD call are being alerted to calls to a group that they are a member of. The team uses a group as a crisis hotline of sorts, but a few of the agents who are in the group will basically have their web page lock them out of call control on the current ACD call, so they can't hang it up or apply a wrap up code, etc... 

Question is, if we have utilization for voice set to 1 with the "include non-acd conversations" box checked, should agents on ACD calls be getting alerted about calls to the group? 

Thanks!
Dean.
#SystemAdministration
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

It sounds like you'll need to open a support ticket for them to look in the logs and see what is really going on.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 05-29-2019 15:48
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Hi All,

I'm running into a situation with one of my customers where agents who are on an ACD call are being alerted to calls to a group that they are a member of. The team uses a group as a crisis hotline of sorts, but a few of the agents who are in the group will basically have their web page lock them out of call control on the current ACD call, so they can't hang it up or apply a wrap up code, etc...

Question is, if we have utilization for voice set to 1 with the "include non-acd conversations" box checked, should agents on ACD calls be getting alerted about calls to the group?

Thanks!
Dean.
#SystemAdministration
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Thanks George... I'll do that now.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 05-29-2019 16:09
From: George Ganahl
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

It sounds like you'll need to open a support ticket for them to look in the logs and see what is really going on.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-29-2019 15:48
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Hi All,

I'm running into a situation with one of my customers where agents who are on an ACD call are being alerted to calls to a group that they are a member of. The team uses a group as a crisis hotline of sorts, but a few of the agents who are in the group will basically have their web page lock them out of call control on the current ACD call, so they can't hang it up or apply a wrap up code, etc...

Question is, if we have utilization for voice set to 1 with the "include non-acd conversations" box checked, should agents on ACD calls be getting alerted about calls to the group?

Thanks!
Dean.
#SystemAdministration
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Evidently Agents on ACD calls can in fact be interrupted by group calls, regardless of the utilization settings. This seems a bit counter-intuitive. Agents on ACD calls should not be interrupted by anything.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 06-03-2019 08:11
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Thanks George... I'll do that now.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 05-29-2019 16:09
From: George Ganahl
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

It sounds like you'll need to open a support ticket for them to look in the logs and see what is really going on.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-29-2019 15:48
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Hi All,

I'm running into a situation with one of my customers where agents who are on an ACD call are being alerted to calls to a group that they are a member of. The team uses a group as a crisis hotline of sorts, but a few of the agents who are in the group will basically have their web page lock them out of call control on the current ACD call, so they can't hang it up or apply a wrap up code, etc...

Question is, if we have utilization for voice set to 1 with the "include non-acd conversations" box checked, should agents on ACD calls be getting alerted about calls to the group?

Thanks!
Dean.
#SystemAdministration
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Also, on the trouble ticket, they want me to capture console logs, create a video and do a network monitor of some sort. That's a pretty high bar for troubleshooting a desktop client issue that happens sporadically. I'd like to think that the interactions would have some kind of status code from the application indicating an error of some type.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 06-04-2019 09:59
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Evidently Agents on ACD calls can in fact be interrupted by group calls, regardless of the utilization settings. This seems a bit counter-intuitive. Agents on ACD calls should not be interrupted by anything.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 06-03-2019 08:11
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Thanks George... I'll do that now.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 05-29-2019 16:09
From: George Ganahl
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

It sounds like you'll need to open a support ticket for them to look in the logs and see what is really going on.

------------------------------
George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys

Original Message:
Sent: 05-29-2019 15:48
From: Dean Thames
Subject: Utilization Setting / Include Non-ACD conversations / Group Calling

Hi All,

I'm running into a situation with one of my customers where agents who are on an ACD call are being alerted to calls to a group that they are a member of. The team uses a group as a crisis hotline of sorts, but a few of the agents who are in the group will basically have their web page lock them out of call control on the current ACD call, so they can't hang it up or apply a wrap up code, etc...

Question is, if we have utilization for voice set to 1 with the "include non-acd conversations" box checked, should agents on ACD calls be getting alerted about calls to the group?

Thanks!
Dean.
#SystemAdministration
#Telephony

------------------------------
Dean Thames
Koch Business Solutions
------------------------------