I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-16-2019 15:51
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

I've had this alert when running Salesforce lightning with PureCloud along with PureCloud desktop app.

------------------------------
Nathan Smith
ConvergeOne
------------------------------

Original Message:
Sent: 09-16-2019 16:15
From: George Ganahl
Subject: Unexplained inbound call alert notification

I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 15:51
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Thanks Nathan, that's really interesting. We aren't using Salesforce, but occasionally I see an error in PC about Salesforce which has always struck me as odd.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 09-17-2019 09:02
From: Nathan Smith
Subject: Unexplained inbound call alert notification

I've had this alert when running Salesforce lightning with PureCloud along with PureCloud desktop app.

------------------------------
Nathan Smith
ConvergeOne

Original Message:
Sent: 09-16-2019 16:15
From: George Ganahl
Subject: Unexplained inbound call alert notification

I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 15:51
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Out of curiosity, what error are you seeing regarding Salesforce?

------------------------------
Richard Schott
Genesys - Employees
------------------------------

Original Message:
Sent: 09-18-2019 08:43
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

Thanks Nathan, that's really interesting. We aren't using Salesforce, but occasionally I see an error in PC about Salesforce which has always struck me as odd.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-17-2019 09:02
From: Nathan Smith
Subject: Unexplained inbound call alert notification

I've had this alert when running Salesforce lightning with PureCloud along with PureCloud desktop app.

------------------------------
Nathan Smith
ConvergeOne

Original Message:
Sent: 09-16-2019 16:15
From: George Ganahl
Subject: Unexplained inbound call alert notification

I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 15:51
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Truth be told, I'm not sure. It's infrequent enough that I've just clicked through it like other misc errors. I'll try to keep a better eye out next time.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 09-19-2019 10:10
From: Richard Schott
Subject: Unexplained inbound call alert notification

Out of curiosity, what error are you seeing regarding Salesforce?

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 09-18-2019 08:43
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

Thanks Nathan, that's really interesting. We aren't using Salesforce, but occasionally I see an error in PC about Salesforce which has always struck me as odd.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-17-2019 09:02
From: Nathan Smith
Subject: Unexplained inbound call alert notification

I've had this alert when running Salesforce lightning with PureCloud along with PureCloud desktop app.

------------------------------
Nathan Smith
ConvergeOne

Original Message:
Sent: 09-16-2019 16:15
From: George Ganahl
Subject: Unexplained inbound call alert notification

I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 15:51
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

We're using the PureCloud desktop app

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 09-16-2019 15:43
From: George Ganahl
Subject: Unexplained inbound call alert notification

I don't recognize that notification. What Client interface is being used?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-16-2019 14:34
From: Emily Kammerer
Subject: Unexplained inbound call alert notification

I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
#Telephony
#Unsure/Other

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------