Genesys Cloud CX (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Communicate user calls being auto answered

  • 1.  Communicate user calls being auto answered

    NEW MEMBER
    Posted 3 days ago
    Hi all,

    We're experiencing a strange issue where if our communicate users make an outbound call and it goes to  the external persons voicemail, and then an inbound call comes through to our user (direct communicate call) it will auto answer somehow and place everyone on the same call.

    Is there a setting for this somewhere as it's causing us issues due to client confidentiality etc....
    #Telephony
    #Unsure/Other

    ------------------------------
    Harpal Dhillon
    Foxtons Limited
    ------------------------------


  • 2.  RE: Communicate user calls being auto answered

    GENESYS
    Posted 2 days ago
    Hi Harpal - please open a case with Care so they can take a look!

    ------------------------------
    trey buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 3.  RE: Communicate user calls being auto answered

    GCAP Member
    Posted 2 days ago
    Hi @Harpal Dhillon, Please keep us posted on your case with Genesys Care if it is ok with you. ​

    ------------------------------
    ATB - Vincent R. Sabolboro
    ATB Financial
    ------------------------------



  • 4.  RE: Communicate user calls being auto answered

    Top 25 Contributor
    Posted 18 hours ago
    Are they using Remote number like a cell or home phone?  If so, remove that number from their user profile.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------