Genesys Cloud - Main

Hello,

When I have two interactions in Genesys Cloud-one active call and the other completed-and I switch from one interaction to the other, the system automatically puts the active call on hold. Is there any way to prevent the active call from being placed on hold in this situation?

Hi Beka,

From my understanding, this is expected behaviour in Genesys Cloud.

The platform is designed so that only one voice interaction can be active at a time. When you switch away from the active call (even to a completed interaction), the system automatically places the call on hold to ensure there is only one active audio stream.

I'm not aware of any configuration to disable this behaviour.

You might also find this helpful:
https://help.mypurecloud.com/articles/place-new-call-call/

Hope this helps, and keen to see if anyone has found a way around this.