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  • 1.  Ability not to receive external calls when in ACD conversation

    Posted 28 days ago

    Hello. Do you know if there a possibility to avoid receiving call from external systems when you are in ACD call.

    We are using Jaber on the same destopk as using genesys cloud.

    When an agent is in a genesys cloud conversation, we don't want him to be disturbed by a Jaber acll.

    Do you know if someting is possible? Is there a connector or I don't know what, just not to be disturbed by these calls when in communication ? 

    Thanks for your help

    Catherine  


    #Telephony

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    Catherine DUPIRE
    NXO FRANCE SASU
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  • 2.  RE: Ability not to receive external calls when in ACD conversation

    Posted 25 days ago

    The only way would be some sort of API integration where a trigger on User Answer would call a workflow that would call the Jaber API to place them in a DND status.   On User Disconnect, you could run another workflow to reset that status.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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