Genesys Cloud (formerly PureCloud)

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chat alert

  • 1.  chat alert

    Posted 07-15-2020 10:16
    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 07-24-2020 11:58
    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 07-30-2020 17:42
    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 08-04-2020 23:14
    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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