Genesys Cloud (formerly PureCloud)

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Monitored appearances equivalent?

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  • 1.  Monitored appearances equivalent?

    Posted 11-18-2020 22:34
    Hi All,

    Just wondering if there's an equivalent feature in Genesys Cloud that mimics the monitored appearances functionality in PureConnect?

    The main purpose would be for a group of users being able to see if the phone is ringing for one of the other uses in the group, and have the ability to answer the call on their behalf.

    For example:
    A Personal Assistant has the monitored appearance for their Manager, they are able to see the call ringing on the Manager's phone, and have the ability to answer that call on their behalf.

    I can see there are group calls in Genesys Cloud - but I couldn't find an equivalent for monitored appearances, and call pickup groups are currently not possible.


  • 2.  RE: Monitored appearances equivalent?
    Best Answer

    Posted 11-19-2020 09:28
    No, nothing equivalent.

    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant

  • 3.  RE: Monitored appearances equivalent?

    Posted 11-22-2020 22:16
    Thanks @George Ganahl​ for the response and confirmation.

    Jeff Hoogkamer
    City of Gold Coast