Genesys Cloud - Main

I have looked at some prior threads and they mention checking Agent Utilization but it does not work. 

Voice utilization is set to 1. 

Count non-acd calls in untilization capacity is checked. 

Agent is on an ACD call.

They are also a member of a Group.

When the Group is called the agents phone rings with the Group interaction. 

Hopefully there is a simple solution I am overlooking or is this expected behavior?

I do not have multiple Genesys tabs open. 

I reviewed the documentation and this appears to be the correct behavior, which I consider a major mistake.

https://help.genesys.cloud/pt/articles/configure-a-group-phone-number/

=-=-=-=-=-=

• Genesys Cloud users who are members of a group and are eligible for group ring alerts can receive alerts in the following situations:
  • While on another group ring call for the same group
  • While on another group ring call for a different group
  • While on an active ACD call

=-=-=-=-=-=-=-=

The best approach would be to create an idea on the ideas portal to "fix" this. I also believe it doesn't make sense to alert about a call when one is already in progress in another call

------------------------------
Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------