Hello,
We are converting to the Genesys Cloud and found the we can not route and Agents DID call to the queue if they are on a call or not available. In Pure connect we just set the call flow in the client configuration to go to the queue if the agent was on the phone or did not answer.  Is there any easy way of doing this in the cloud?

Thanks,
-Christian

At present, you would need to build an Architect flow that checks their availability, and diverts the call to ACD queue if they aren't available.  There is an idea that's in the works to make this a native feature (VIP routing).  https://genesyscloud.ideas.aha.io/ideas/INB-I-844

Hello,
We are converting to the Genesys Cloud and found the we can not route and Agents DID call to the queue if they are on a call or not available. In Pure connect we just set the call flow in the client configuration to go to the queue if the agent was on the phone or did not answer.  Is there any easy way of doing this in the cloud?

Thanks,
-Christian