Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 04-18-2024 14:37

    Hey everyone. I am looking for any suggestions for us to not have calls ringing in our agents ears while on an ACD call. Is it possible to make an agent unavailable while in an ACD status? Is there a way to turn down in-call notifications for the Web based softphone (i did see this was an option for client based softphone). 


    #ArchitectureandDesign
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Blair Hansford
    Civic Federal Credit Union
    ------------------------------


  • 2.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer
    Best Answer

    Posted 04-18-2024 18:20

    If an Agent is on an ACD call, they should not receive calls. I suggest checking your Utilization settings.

    Also, if the Agent is running multiple clients (either applications, or has multiple tabs open to the WebUI) then I have seen them get out of sync and a call continue to alert on one after it has been answered in another.



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 3.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 01-14-2025 11:49

    We're having a similar thing come up. We can't disable receiving calls while on a call (per request from the team). Did you ever find a solution for this? 



    ------------------------------
    Matt Asselin
    XXX
    ------------------------------

    Original Message


  • 4.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 01-15-2025 09:27

    Hi Matt,

    One of the most likely causes is having Genesys Cloud opened in multiple browser tabs. As others have mentioned you can check the Utilization settings to see if Non-ACD calls are allowed to interrupt ongoing calls. You should also check that the Capacity for Voice calls are set properly. If you check the box for On Queue in the Global Telephony Settings, this will also ensure that a non-ACD call will not interrupt agents while they are On Queue



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 01-15-2025 03:04

    Hi Blair,

    unfortunately Genesys messed up the feature you need. There is a way to block agents for non-ACD-calls while they are on queue, but the feature does not check for being on queue AND having an ACD call.

    If that is a solution for you please check Admin --> Telephony --> global telephony settings. If you choose "On Queue" then no non-ACD-calls will come in while on queue.



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


  • 6.  RE: Agents receive inbound calls while in an ACD - Ringing loudly in ear while on with a customer

    Posted 01-15-2025 04:01

    My initial look would be to see if another LM is doing a transfer without checking the status of the receiving agent, this will cause this to happen, the setting to block calls only works if someone calls the agent DDI (If they have one) and not agent transfers.



    ------------------------------
    Andy Jackson
    Senior Unified Communications Engineer
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources