Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  ACD Inbound

    Posted 12-11-2024 16:31
    No replies, thread closed.

    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. 


    #Telephony

    ------------------------------
    Nicholas Ali
    Supervisor of Quality Assurance, Compliance
    ------------------------------


  • 2.  RE: ACD Inbound

    Posted 12-12-2024 07:47
    No replies, thread closed.

    Hi Nicholas,

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



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: ACD Inbound

    Posted 12-16-2024 15:27
    No replies, thread closed.

    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.



    ------------------------------
    Nicholas Ali
    Supervisor of Quality Assurance, Compliance
    ------------------------------

    Original Message


  • 4.  RE: ACD Inbound
    Best Answer

    Posted 12-20-2024 03:08
    No replies, thread closed.

    Hi Nicholas,

    Are you still seeing examples of this?  I have checked though to see if we have had any other reports of this and cant find anything.  If you are still seeing this issue I would recommend raising a case with customer care to investigate it.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


Related Content