Genesys Cloud - Main

Is there a way to stop call alerts from coming in while you are on an active call? Some of our call center folks have been complaining about this being an issue I have noticed a similar issue for myself but haven't found a solution to make this stop, they are using physical phones while I use WebRTC. They have set their status as Meeting while on a call to make this stop but I am trying to find a better solution for them. Thanks!

Hi Cody, I'm assuming you are talking about them getting internal calls (non-ACD) while already on an ACD call. Right?

If that's the case I believe a few days ago there was a new feature released that should be able to help with that:

Genesys Cloud – February 23, 2026 - Genesys Cloud Resource Center

Take a look at this one:

Configure combined voice utilization for ACD and non-ACD calls 
Telephony administrators can now configure a user's voice utilization so that ACD and non-ACD calls count toward a single utilization limit. When enabled, a user who is active on an ACD call does not receive alerts for incoming non-ACD calls after their active call count meets the configured threshold. When administrators configure the new Active Call Enforcement field in Utilization Settings, then Genesys Cloud does not send alerts when the user's active sessions reach or exceed that number. The setting is available at both the organization and user level and applies equally to ACD and non-ACD calls.

So you should be able to limit those calls by setting up the utilization accordingly.

I haven't tested the feature yet, but I'm assuming you should set this: