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  • 1.  2 calls made by dialer

    Posted 03-26-2025 23:11
    No replies, thread closed.

    Hello All, 

    In the preview campaign, as soon as the agent gets preview screen they either can call the customer or wait for the preview timer ( 30 seconds in our case) to finish before the call is automatically placed by the system. We have noticed that as soon as you get the preview screen and dial the customer the call gets connected to customer perfectly fine , however i see in 20 odd seconds ( when the preview time ends) a second call is placed to same customer. the first call went on hold and 2nd call started. 

    If i disabled the Enable Preview Auto Answer toggle button,  the 2nd call is not placed. 

    My understanding with Enable Preview Auto Answer ", Genesys Cloud automatically connects the agent to incoming ACD interaction without the agent clicking Accept" -  agent will not receive the pop-up to answer or decline the interaction. 

    Has anyone else experienced the behaviour where 2nd call is presented to same customer and if yes is able to explain why the 2nd call is presented to same customer. 

    Thanks in advance. 

    Sid...


    #Outbound

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    Siddharth Desai
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  • 2.  RE: 2 calls made by dialer
    Best Answer

    Posted 03-27-2025 15:00
    No replies, thread closed.

    Hey Sid,

    That does sound odd. Is this happening on every call or for every agent? In order to explain what is happening, you may need to reach out to Customer Care so that they can look into the logs to find out what is happening on the back end.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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