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  • 1.  Blocking calls when on an outbound call.

    Posted 03-14-2023 05:40
    No replies, thread closed.

    Hi,

    Looking to see if anyone has any bright ideas.

    The issue some of our agents are having is: they're on an outbound call that they dial using Click to Dial. An external caller phones them (using dial-by-extension) and their phone rings with the second call while the first is on-going. 

    We already have the utilization setting "Block calls when on non-ACD call" enabled but it doesn't seem to apply if you're on an outbound call (?).

    I know the agents can put themselves into a Busy state before placing the outbound call, but it is not ideal for their workflow as they are constantly having to switch between On Queue and Busy. 

    Is there any other way to automatically send these second calls to voicemail when on an outbound call (ACD or non-ACD)?


    #Telephony

    ------------------------------
    James Dunn
    Pitney Bowes Inc.
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  • 2.  RE: Blocking calls when on an outbound call.

    Posted 06-20-2023 18:50
    No replies, thread closed.

    Take a look at the idea https://genesyscloud.ideas.aha.io/ideas/UCC-I-316

    It also links to a Blueprint for how you can do it using the API while waiting for the feature to be developed



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

    Original Message


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