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  • 1.  Agent on que

    Posted 03-23-2021 12:32
    No replies, thread closed.
    I have an agent as part of a queue and if that call is a non queue call, is there a way in Genesys to handle this?   If they are on a non queue call how can you stop a call being delivered to that agent if she/he is logged in or would the agent have to log off or out of queue?  Thanks
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony
    #Unsure/Other

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    Stephen King
    AIG Technologies, Inc.
    ------------------------------


  • 2.  RE: Agent on que

    Posted 03-23-2021 12:54
    No replies, thread closed.
    There is a checkbox in Utilization:

    If you check this, non-ACD calls will not ring through when they are on the phone.  If you check it, they can interrupt their ACD calls.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent on que

    Posted 03-23-2021 13:44
    No replies, thread closed.
    Thanks Robert. Where can I send that box of chocolates :)

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    Stephen King
    AIG Technologies, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Agent on que

    Posted 03-24-2021 12:30
    No replies, thread closed.
    I would prefer to have it that if an agent is on an ACD call they cannot receive a personnel call.  I find it is distracting to the agent.

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    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


  • 5.  RE: Agent on que

    Posted 03-24-2021 16:00
    No replies, thread closed.
    HI Martin

    This idea may be helpful - although it looks like it's stuck in voting limbo:

    https://genesyscloud.ideas.aha.io/ideas/CLINB-I-734

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    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------

    Original Message


  • 6.  RE: Agent on que

    Posted 03-24-2021 16:08
    No replies, thread closed.
    I voted on it.  Thanks, Vaun.

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------

    Original Message


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