Genesys Cloud (formerly PureCloud)

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chat alert

  • 1.  chat alert

    NEW MEMBER
    Posted 21 days ago
    Hi all,
    our agents notice that when they are on ACD phone call and a chat come in, there is no sound alert.
    Is it correct? is it possible to change that?

    If they aren't in purecloud webpage, they are going to miss the chat interaction.

    Thank you!
    #Routing(ACD/IVR)

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    Ilaria Santoro
    PRADA SPA
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  • 2.  RE: chat alert

    GENESYS
    Posted 12 days ago
    What type of phone are the agents using?

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: chat alert

    Posted 6 days ago
    I've noticed that even if I'm not on a call and i have a chat come in there's only one short alerting noise and then nothing else. George is the any way to change this so that it will continue to make an audible noise for the agent?

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    Paul Dittrich
    Aria Solutions
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  • 4.  RE: chat alert

    Posted 2 days ago
    This is the same for email interactions.  Perhaps this could be added to the ideas lab under https://genesyscloud.ideas.aha.io/ideas/CLINB-I-900?

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    Emma Budgen
    Guild Insurance
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