Genesys Cloud - Main

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Hi Jason,

This is what I sent our 3rd party support tech.  I don't think a direct ticket to Genesys has been opened just yet.  

There are two scenarios that agents have reported as changed and we (our IT team) have tested and confirmed. Just started happening yesterday, users are on version 2.43 Genesys Desktop. The Utilization settings are below and I also testing using Genesys from the browser and getting the same results.

1. I am on non-ACD call and you call me direct, also a non-ACD call.  Normally the call is directed to VM, now it is ringing in my ear while I'm on the call with you.
2. I am on an ACD queue call with a member, and you call me direct, non-ACD call.  This call should go to VM, and it is ringing in my ear while on the call with the customer.

We don't mind the alert, however the ringing in the ear is the problem.  If we turn it off, then we don't get an audio ring for when we are not on a call and need to answer it. When it's on you can turn it down, but it won't let you turn it down to 0 like you can for the phone ringer.

Thanks for jumping in. 

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Hey Wendy,

Thanks for the follow-up info. Looking at your screenshots, at a first glance, everything looks like it is configured correctly. The only other thing I could think of off of the top of my head would be to check if those agents have different Utilizations settings, but you've already said that you all have quite a handful of agents who are reporting this. 

Please keep me posted if you all are able to roll back any settings that were changed within the org or if you all do get a case opened for our Product Support team to investigate (the case number will look like 00034567890).

Hi Jason,

This is what I sent our 3rd party support tech.  I don't think a direct ticket to Genesys has been opened just yet.  

There are two scenarios that agents have reported as changed and we (our IT team) have tested and confirmed. Just started happening yesterday, users are on version 2.43 Genesys Desktop. The Utilization settings are below and I also testing using Genesys from the browser and getting the same results.

1. I am on non-ACD call and you call me direct, also a non-ACD call.  Normally the call is directed to VM, now it is ringing in my ear while I'm on the call with you.
2. I am on an ACD queue call with a member, and you call me direct, non-ACD call.  This call should go to VM, and it is ringing in my ear while on the call with the customer.

We don't mind the alert, however the ringing in the ear is the problem.  If we turn it off, then we don't get an audio ring for when we are not on a call and need to answer it. When it's on you can turn it down, but it won't let you turn it down to 0 like you can for the phone ringer.

Thanks for jumping in. 

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Hi Jason,

This is what I sent our 3rd party support tech.  I don't think a direct ticket to Genesys has been opened just yet.  

There are two scenarios that agents have reported as changed and we (our IT team) have tested and confirmed. Just started happening yesterday, users are on version 2.43 Genesys Desktop. The Utilization settings are below and I also testing using Genesys from the browser and getting the same results.

1. I am on non-ACD call and you call me direct, also a non-ACD call.  Normally the call is directed to VM, now it is ringing in my ear while I'm on the call with you.
2. I am on an ACD queue call with a member, and you call me direct, non-ACD call.  This call should go to VM, and it is ringing in my ear while on the call with the customer.

We don't mind the alert, however the ringing in the ear is the problem.  If we turn it off, then we don't get an audio ring for when we are not on a call and need to answer it. When it's on you can turn it down, but it won't let you turn it down to 0 like you can for the phone ringer.

Thanks for jumping in. 

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

It looks like alert while on a call is definitely new. We're getting some complaints as well and the fact you can't drop it to zero. There is already an idea to have that fixed. Also tagging Jason @Jason Kleitz

Hi Jason,

This is what I sent our 3rd party support tech.  I don't think a direct ticket to Genesys has been opened just yet.  

There are two scenarios that agents have reported as changed and we (our IT team) have tested and confirmed. Just started happening yesterday, users are on version 2.43 Genesys Desktop. The Utilization settings are below and I also testing using Genesys from the browser and getting the same results.

1. I am on non-ACD call and you call me direct, also a non-ACD call.  Normally the call is directed to VM, now it is ringing in my ear while I'm on the call with you.
2. I am on an ACD queue call with a member, and you call me direct, non-ACD call.  This call should go to VM, and it is ringing in my ear while on the call with the customer.

We don't mind the alert, however the ringing in the ear is the problem.  If we turn it off, then we don't get an audio ring for when we are not on a call and need to answer it. When it's on you can turn it down, but it won't let you turn it down to 0 like you can for the phone ringer.

Thanks for jumping in. 

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Hey Seean,

Thanks for the backup on this. The feature was released last week which was why I was confused initially. I will reach out to the team internally to see if the minimum is supposed to be 10. 

If anyone would like to vote on the Idea that Seean linked above, you can click on this link to access it.

It looks like alert while on a call is definitely new. We're getting some complaints as well and the fact you can't drop it to zero. There is already an idea to have that fixed. Also tagging Jason @Jason Kleitz

Hi Jason,

This is what I sent our 3rd party support tech.  I don't think a direct ticket to Genesys has been opened just yet.  

There are two scenarios that agents have reported as changed and we (our IT team) have tested and confirmed. Just started happening yesterday, users are on version 2.43 Genesys Desktop. The Utilization settings are below and I also testing using Genesys from the browser and getting the same results.

1. I am on non-ACD call and you call me direct, also a non-ACD call.  Normally the call is directed to VM, now it is ringing in my ear while I'm on the call with you.
2. I am on an ACD queue call with a member, and you call me direct, non-ACD call.  This call should go to VM, and it is ringing in my ear while on the call with the customer.

We don't mind the alert, however the ringing in the ear is the problem.  If we turn it off, then we don't get an audio ring for when we are not on a call and need to answer it. When it's on you can turn it down, but it won't let you turn it down to 0 like you can for the phone ringer.

Thanks for jumping in. 

Hello Wendy,

I didn't see anything in this week's Release Notes that could have affected that and I have not seen any chats internally about an issue like this. If you could share your case number, I would be happy to help track this issue on my end as well.

I included a screenshot of my test org's Utilization settings below so that you can compare.

Or possibly the utilization broke with the cloud update?  If voice is set to 1 and Count non-ACD calls in utilization capacity is checked.  I shouldn't be getting alerted when a call is in progress.  hummmm, I will open a ticket.  Thanks for listening. 

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

#PlatformAdministration

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

It appears there may have been a bug introduced along with that change.  I have heard from 2 customers now where the Utilization settings are not being honored.  When a customer is on a non-ACD call and it is counted in the utilization, and they are only allowed 1 call, they are still receiving new ACD calls.

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

I'm having that issue as well. There are several agents in my org getting non-ACD calls through the phone widget while on an ACD call even though the Utilization settings are set to 1 call and "Count Non-ACD calls in Utilization" is checked.

It appears there may have been a bug introduced along with that change.  I have heard from 2 customers now where the Utilization settings are not being honored.  When a customer is on a non-ACD call and it is counted in the utilization, and they are only allowed 1 call, they are still receiving new ACD calls.

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

------------------------------
Vishwa Mudigonda
Staff Product Manager

Original Message:
Sent: 08-18-2025 15:55
From: Wendy Sachen
Subject: Alert While On Call - Turn Off

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

#PlatformAdministration

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

------------------------------
Vishwa Mudigonda
Staff Product Manager

Original Message:
Sent: 08-18-2025 15:55
From: Wendy Sachen
Subject: Alert While On Call - Turn Off

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

#PlatformAdministration

------------------------------
WendySachen
Sr. System Administrator
------------------------------

Thanks everyone for surfacing this. We understand your challenge with agents needing the ability to completely mute the Alert While On Call audio (set volume to 0) instead of being limited to a minimum of 10. Right now, it's disruptive since the ring still plays in agents' headsets during active calls, impacting both their focus and customer experience.

There's already an open idea for this request:
Vote here to support lowering the alert volume to 0

The minimum volume of 10 was originally designed as a safeguard so that agents would still receive some audible notification and not miss important alerts entirely. However, as this discussion shows, that needs to be changed.

If you and your teams are also impacted, please upvote. The more traction this idea gets, the higher it will be prioritized by Product.

This would solve two key use cases:

• Agents can keep audio alerts when they are not on a call.

• Agents won't have distracting headset rings during active customer conversations.

Your votes will help push this forward so we can get an update prioritized quickly.

------------------------------
Vishwa Mudigonda
Staff Product Manager

Original Message:
Sent: 08-18-2025 15:55
From: Wendy Sachen
Subject: Alert While On Call - Turn Off

HELP.  This feature "Alert While On Call" is ringing agents' headset while on active call with customers.  How do we turn it off?  It will only let me set the volume down to 10.  They need it to ring when they don't have a call but not when on a call.  Seems this rolled out with the cloud update last night.  Our help desk is getting swamped with calls to turn it off.

#PlatformAdministration

------------------------------
WendySachen
Sr. System Administrator
------------------------------