Genesys Cloud CX

Discussion Thread View
  • 1.  Communicate user calls being auto answered

    NEW MEMBER
    Posted 10-13-2021 07:50
    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 10-14-2021 16:46
    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 10-15-2021 08:09
    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

    Posted 10-16-2021 11:10
    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
    ------------------------------



  • 5.  RE: Communicate user calls being auto answered

    GCAP Member
    Posted 10-17-2021 22:36

    Hi @Robert Wakefield-Carl,

    Why would the remote number would cause the agent experience as describe by Harpal?​



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



  • 6.  RE: Communicate user calls being auto answered

    Posted 10-17-2021 23:52
    Quirk I found a year or so ago.  If you have your cell phone in you profile and you use it as your remote number, you get this weird loopback that causes an endless loop and kills this connection.  You get very strange handling.

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



  • 7.  RE: Communicate user calls being auto answered

    GCAP Member
    Posted 10-18-2021 12:38
    Hi @Robert Wakefield-Carl agree, this is a weird  scenario.

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