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  • 1.  Call Alerts are shown for users who are engaged on another call

    Posted 05-14-2018 13:43
    No replies, thread closed.
    Hello Community,

    We have few agents reporting an call alert when they are answering another call from customers. We have not made any changes on the IVR Routing or call flows, any thoughts why this might be happening?

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    Ashveej Shivashankar
    Gusto
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  • 2.  RE: Call Alerts are shown for users who are engaged on another call

    Posted 05-14-2018 13:52
    No replies, thread closed.

    Check the settings for agent utilization.
    https://help.mypurecloud.com/articles/utilization/

    https://help.mypurecloud.com/articles/agent-utilization-faqs/

    In particular notice the "The voice maximum capacity is set to 2. What happens when an agent is on a call and a second call comes in?" question.



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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Call Alerts are shown for users who are engaged on another call

    Posted 05-17-2018 13:56
    No replies, thread closed.
    The utilization for voice is set to 1. If the agent is in a conversation and a new call is alerted but then transferred to another agent who is available on queue. Thanks for your response.

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    Ashveej Shivashankar
    Gusto
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    Original Message


  • 4.  RE: Call Alerts are shown for users who are engaged on another call

    Posted 05-17-2018 11:08
    No replies, thread closed.
    Ashveej,

    Are your agents working out of multiple queues and/or utilizing both inbound & outbound calling at the same time with a campaign running?

    For example, do you have agents waiting for inbound calls while at the same time assigned to an outbound campaign?


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    Michael Cofer
    Liberty Power Corp
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  • 5.  RE: Call Alerts are shown for users who are engaged on another call

    Posted 05-17-2018 14:05
    Edited by Chad McCormick 05-17-2018 14:05
    No replies, thread closed.
    Hi folks,

    We're adding a brand new portal for enhancement requests and it's coming in early June!  Please check out know.genesys.com and watch for a link to the ideas portal.



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    Chad McCormick
    Genesys - Employees
    Sr. Product Manager - PureCloud Outbound and Agent Scripting
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