Hello Kristian,
The feature release was conceptualized and driven by our Cloud customers through the Product Ideas Lab. There were multiple, separate feature enhancements requests and reported scenarios describing how the agent UI could be hidden from view or an agent is simply not aware of awaiting interaction to be answered. That behavior leads to a waiting interaction that goes unanswered and pause additional interactions from being sent to the agent. The new ringtone aims to remind agents of pending interactions to be answered which results in reduced customer wait time.
The ringtone can be declined by the agent. Once t
he new ring tone plays, the options are for the interaction to be answered, declined, or timed out.
After the feature request was approved, the enhancement went through beta testing with a pool of customers who enrolled in the beta program.
Please see the merged ideas here:
https://genesyscloud.ideas.aha.io/ideas/CLDIG-I-593
https://genesyscloud.ideas.aha.io/ideas/CLCOLL-I-469
To answer the question about reverting the feature enhancement on the platform, that can't be done for a particular customer environment. The cloud is a shared service. The platform is shared by our cloud customer base. Feature releases are delivered on the platform itself not to a specific customer. Again, the options for digital alerts are to answer them, decline them or allow the time-out if the agent is not declining.
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Shonte Apolinar
Genesys - Employees
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Original Message:
Sent: 06-10-2021 17:59
From: Kristian Andrejewskis
Subject: Ringtone/ Audible Alert for incoming non voice interactions
Thanks Shonte. We're aware of that, but it doesn't fix the issue. We still need audible ring for phones, but need it removed for email. Had a few staff go home last night with headaches from the constant ringing.
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Kristian Andrejewskis
A Noble & Son
Original Message:
Sent: 06-10-2021 13:21
From: Shonte Apolinar
Subject: Ringtone/ Audible Alert for incoming non voice interactions
Hello Kristian,
There is not a setting to turn off or mute the alert sound for non-voice interactions that comes with this new feature release.
There is a control mechanism for the sound volume within Genesys Cloud preferences. The user can navigate to their user profile, select Preferences--> select Sound--> adjust the volume of the general audio. This adjustment will be universal for all interaction alerts.
#audioalert #digitalalert
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Shonte Apolinar
Genesys - Employees
Original Message:
Sent: 06-09-2021 23:48
From: Kristian Andrejewskis
Subject: Ringtone/ Audible Alert for incoming non voice interactions
This is not something that we require and in fact we are finding it really annoying. Is there a way to turn it off and just leave audible alerts for incoming calls? We need the audible call notifications, so we can't just turn the sounds off on our computers.
Referring to below link, if I haven't provided enough information
Incoming non-voice interaction alert ringtone change - Genesys Cloud Resource Center| Genesys Cloud Resource Center | remove preview |
| | Incoming non-voice interaction alert ringtone change - Genesys Cloud Resource Center | | On June 9, 2021, Genesys replaced the current sound accompanying incoming non-voice interaction alerts with a new ringtone. The new ringtone will play continuously until an agent answers or declines, or the alert timer expires. Agents will hear a new ringtone to remind them an interaction is awaiting to be answered or declined. | | View this on Genesys Cloud Resource Center > |
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#Unsure/Other
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Kristian Andrejewskis
A Noble & Son
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