Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent only one On Queue, but call never transfers to them

    Posted 10-13-2023 14:41
    No replies, thread closed.

    Hello,

    I am testing in both Production and Development divisions.  When routing a new incoming call through the Production division, it routes to me successfully via a queue.  However, when I attempt to route a call to a queue assigned to me (and active), the call flow recognizes that I am in the queue and set to On Queue, however the call just sits in the queue and never transfers to me.  No other agents are On Queue during this testing.

    I have the correct queue assigned and activated, I have all of the skills and languages necessary.   What else could prevent the call from routing to me from the queue?

    Any insight would be appreciated!


    #Routing(ACD/IVR)

    ------------------------------
    Jennifer DiCesare
    Esri Canada
    ------------------------------


  • 2.  RE: Agent only one On Queue, but call never transfers to them

    Posted 10-16-2023 02:56
    No replies, thread closed.

    Hello Jennifer,

    A common "issue" that I've ran into (since I keep forgetting I've added my number) is that if you have your mobile number set on your agent profile, and you call into the queue from your mobile, Genesys won't ring on your agent.

    It assumes you don't wanna talk to yourself :)



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Agent only one On Queue, but call never transfers to them

    Posted 10-16-2023 08:36
    No replies, thread closed.

    Bingo!  Thank you Jan.  This was driving me nuts.

    Even though my cell was set to SMS, not Voice, it must have been getting the wires crossed.  Seems like we might need to log this one as a development issue.  Thanks so much for your feedback - it saved me so much time troubleshooting this!



    ------------------------------
    Jennifer DiCesare
    Esri Canada
    ------------------------------

    Original Message


  • 4.  RE: Agent only one On Queue, but call never transfers to them

    Posted 12-26-2023 15:09
    No replies, thread closed.

    Thank you! 
    I just had this same issue and was so confused why it wouldn't route.



    ------------------------------
    Roberta Wermer
    Cognosante Holdings, LLC
    ------------------------------

    Original Message


Related Content