Hello

After the December 2nd update for Genesys cloud. Our advisors that have emails parked or interacting cannot receive calls from our IVR through ACD. If they transfer the emails back into the queue or disconnect them they are able to get calls. For the past 2 years this has never been an issue. This happens whether we are in Chrome or Edge. 

Hi Nicholas,

I cant see anything that would have changed. Have you checked the Agent utilization settings for your agents?

Hello

After the December 2nd update for Genesys cloud. Our advisors that have emails parked or interacting cannot receive calls from our IVR through ACD. If they transfer the emails back into the queue or disconnect them they are able to get calls. For the past 2 years this has never been an issue. This happens whether we are in Chrome or Edge. 

We have checked, they are set for the emails and phones. Emails are set to be interrupted by voice. 

We seem to have a temp fix by deleting the advisor profile from Genesys and adding them back as a new employee.

Hi Nicholas,

I cant see anything that would have changed. Have you checked the Agent utilization settings for your agents?

Hello

After the December 2nd update for Genesys cloud. Our advisors that have emails parked or interacting cannot receive calls from our IVR through ACD. If they transfer the emails back into the queue or disconnect them they are able to get calls. For the past 2 years this has never been an issue. This happens whether we are in Chrome or Edge.