Genesys Cloud - Main

My customer doesn't want their Agents who are handling an ACD call to be Alerted when a Non-ACD call comes into the Agent's DID number. 

This is not addressed by the Utilization setting. The Resource Center Article at https://help.mypurecloud.com/articles/utilization/ says ACD agents will get Alerted by Non-ACD calls,while they are on an ACD Call. 

Is there a way to stop this?
#Implementation
#Routing(ACD/IVR)
#Telephony

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Greg Beal
ConvergeOne
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There is nothing automatic built into the system. All the agents can do to prevent it is to change status to Busy while on a call (which removes them from On Queue, and throws them out of Adherence if using WFM, and blows stats) then change back to On Queue when ready to take another interaction (which also destroys ACW stats). Not a good solution.

Really, all they can do without destroying stats and all the other mayhem, is ignore the incoming non-ACD call (and click the Decline button as soon as it starts alerting).

This is probably the most relevant Idea to vote on:
https://purecloud.ideas.aha.io/ideas/EDGE-I-22


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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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