Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Outbound busy signal doens't stop

    Posted 06-27-2019 17:42
    When our agents make an outbound call on behalf of a queue and get a busy signal on the other end, the interaction will show ended but the busy signal will continue in the headset for 30-45 seconds or longer.  This prevents the agent from taking another interaction.  During high call volume times, every second counts.  Has anyone else experienced this or have a fix?  This only happens a handful of times per day, but is a huge annoyance and and effects our service levels nonetheless.
    #Outbound

    ------------------------------
    Scott Boatman
    SERVPRO
    ------------------------------


  • 2.  RE: Outbound busy signal doens't stop

    Posted 07-01-2019 02:14
    Hi Scott

    I recall this occurring to us in the early years of Purecloud, from memory it was to do with something purecloud. While the issue is most likely not the same, it would be worth raising it with support.
    Our issue sounded similar as we had external handsets, this allowed the agents to terminate the call from the handset.
    It may relate to persistent connection time but don't quote me on that.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 3.  RE: Outbound busy signal doens't stop

    Posted 12 days ago
    Hi Scott,

    Any idea how this has been resolved ? Thanks..!!

    ------------------------------
    Suresh Uppara
    Johnson & Johnson
    ------------------------------