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  • 1.  Audible Alerts based on queue call comes from

    Posted 06-07-2023 11:39
    No replies, thread closed.

    Is there a way to customize alerting based off queue?  Ideally looking for a different audible alert / ring so that a department can immediately recognize an emergency/important call from a priority queue instead of a more standard queue from a different queue.  This department has a lot of other things they focus on and watch, so they would like a different audible alert for a specific queue.


    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 2.  RE: Audible Alerts based on queue call comes from

    Posted 06-07-2023 13:24
    No replies, thread closed.

    Are you looking for something before or after the agent answers the call?  If after, use whisper audio and play whatever you want to the agent (the caller will not hear it, they'll just hear an extra ring or two while it plays to the agent).

    https://help.mypurecloud.com/releasenote/may-30-2018/



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Audible Alerts based on queue call comes from

    Posted 06-07-2023 13:46
    No replies, thread closed.

    Thank you Melissa - it would be before the agent even answers.  I think they would love to have a different ring tone for one queue vs another queue.



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------

    Original Message


  • 4.  RE: Audible Alerts based on queue call comes from

    Posted 06-08-2023 14:07
    No replies, thread closed.

    You mean like the feature that was in PureConnect....but way back....with a different ring cadence for each.

    But I digress.

    You may want to vote for https://genesyscloud.ideas.aha.io/ideas/INB-I-939



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    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Audible Alerts based on queue call comes from

    Posted 06-08-2023 13:50
    No replies, thread closed.

    @Josh Steinkamp We're working on ability for Admin to determine via queue setting the duration of the alert sound.  It does not include the type of sound.  Not exactly what you're looking for but perhaps this could help with the use case described above.

    https://genesyscloud.ideas.aha.io/ideas/DIG-I-842



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    Rick Phung
    Genesys - Employees
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