Genesys Cloud - Main

Hi all,

I'm exposing a problem we have from a customer to see if you have any ideas to mitigate it.

The call is queued by an ivr and, after 3 minutes, is transferred to an external number.
if an agent is available to take call few second before the Acd timeout (in our example 3 minutes), the Agent go in alerting but the call is grabbed by the timeout of the ACD and transferred outside.

The Agent see the call for less than 1 sec but is unable to pickup the call due to ACD timeout.

Is there a way to avoid this behaviour?

Thank you for your help!

#Routing(ACD/IVR)

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Andrea Clivati
Bizmatica Sistemi S.p.a.
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Set the agent to auto-answer ACD calls. That will lessen the chance of the call being transferred externally while waiting for the agent to pick up the call.

It is still a race condition, but much less likely to happen.

The other option is to staff more agents to cut down on the wait time. :-)

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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