Genesys Cloud (formerly PureCloud)

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Call and email routing nog working

  • 1.  Call and email routing nog working

    Posted 2 days ago
    Hi all,

    Since a couple of days the routing of our calls are not working.
    We have made bullseye routing rules, where ring 1 instantly receive phone calls, when all the people in ring 1 are occupied the people in ring 2 are getting them, and after ring 2, ring 3 receives them etc:

    A similar issue occurse for our mailing queues people should be receiving email after (ring 1 900 seconds, ring 2 600 seconds, etc)
    But they are not getting emails

    #Routing(ACD/IVR)

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    Donny Willems
    KEMBIT B.V.
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  • 2.  RE: Call and email routing nog working

    GENESYS
    Posted 2 days ago
    What skills do those emails and calls have?

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    Lucie DeCristofaro
    Genesys - Employees
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  • 3.  RE: Call and email routing nog working

    Posted 2 days ago
    We dont have any skills configured, it's all just based on the ring numbers
    What is best practices for routing calls with different rings?

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    Donny Willems
    KEMBIT B.V.
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  • 4.  RE: Call and email routing nog working

    GENESYS
    Posted 2 days ago
    Bullseye Routing is working fine in my organization this morning.

    Make sure you have people assigned to Ring 1 On Queue and available to take calls and emails.

    Make sure you have not assigned any Language Skills to the calls or emails, since those still apply to routing even with Disregard Skills set as the Evaluation Method.

    Look at the calls while they are sitting in queue (Performance>Queues Activity view drilled down to the Queue, Interactions tab) and see if the Languages column shows anything you are not aware of.

    Try changing one setting on the Queue configuration, saving, and changing it back to make sure the configuration you want is really applied.


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