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  • 1.  Inbound Calls are not routed into agent queue

    Posted 01-05-2017 21:04

    Inbound Calls are not routed into agent queue

    1. Login into pure cloud through our application
    2. Changed the user presence into "ON_QUEUE" through in our application - using this api patchUserIdPresencesSourceId
    3. Place the Inbound call and IVR prompt the menu
    4. Call is not transferred into my QUEUE

     

     

    My routing status is 'IDLE'

    { "status": "IDLE", "startTime": "2017-01-05T19:32:22.200Z" }



  • 2.  RE: Inbound Calls are not routed into agent queue

    GENESYS
    Posted 01-05-2017 21:54

    Can you see the call in the queue when you view from Performance>Queues Activity> and click on the name of the queue?



  • 3.  RE: Inbound Calls are not routed into agent queue

    Posted 01-05-2017 22:31

    George Ganahl Please find the attached scrren shot



  • 4.  RE: Inbound Calls are not routed into agent queue

    Posted 01-05-2017 22:32

    Chad Eckdahl - support ticket has been created Case : 00043888 



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