Genesys Cloud - Main

Hi All

sorry for the newb question

Im trying to stand our demo environment up - at the moment i have cloud CX 3 + master admin

When setting up a vanilla queue with no skills + basic architect with DTMF 1 - transfer to ACD the call just sits in queue and is never delivered , however if someone transfers a call to the queue i receive the interaction

Looking at my roles/permissions everything seems correct , what am i missing :)


Thanks

DR

#PlatformAdministration
#SystemAdministration
#Telephony

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David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Just to clarify, you are calling this flow from a user logged into the org?  In that case, the system is smart enough not to route the call to the same person who is making it.  Have you ever picked up a phone and called your own number?  It doesn't work.  You might get into your voicemail or maybe a busy signal, depending on your phone provider, but you never get an actual phone call connected.  So in genesys cloud the call just sits in queue waiting for another user to come on queue.  When someone else makes the other call, the system will offer it to you because then we have 2 different parties to connect.

Solution 1: create a 2nd user.  User1 makes the call, user2 accepts it.

Solution 2: call from your cell phone or some other phone that isn't a genesys phone

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-10-2022 16:18
From: David Ragon
Subject: Cloud CX 3 + Master Admin

Hi All

sorry for the newb question

Im trying to stand our demo environment up - at the moment i have cloud CX 3 + master admin

When setting up a vanilla queue with no skills + basic architect with DTMF 1 - transfer to ACD the call just sits in queue and is never delivered , however if someone transfers a call to the queue i receive the interaction

Looking at my roles/permissions everything seems correct , what am i missing :)


Thanks

DR

#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Hi Mellisa

I have an external DID set to route to the inbound call flow that im calling from my mobile phone

Basic menu press 1 - transfer to ACD - no skills assigned - but the call just sits on MOH

If i add another user the interaction is received - they have the same profile as me barring master admin so assume something is conflicting in that role

Thanks

DR

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------

Original Message:
Sent: 10-10-2022 17:10
From: Melissa Bailey
Subject: Cloud CX 3 + Master Admin

Just to clarify, you are calling this flow from a user logged into the org?  In that case, the system is smart enough not to route the call to the same person who is making it.  Have you ever picked up a phone and called your own number?  It doesn't work.  You might get into your voicemail or maybe a busy signal, depending on your phone provider, but you never get an actual phone call connected.  So in genesys cloud the call just sits in queue waiting for another user to come on queue.  When someone else makes the other call, the system will offer it to you because then we have 2 different parties to connect.

Solution 1: create a 2nd user.  User1 makes the call, user2 accepts it.

Solution 2: call from your cell phone or some other phone that isn't a genesys phone

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-10-2022 16:18
From: David Ragon
Subject: Cloud CX 3 + Master Admin

Hi All

sorry for the newb question

Im trying to stand our demo environment up - at the moment i have cloud CX 3 + master admin

When setting up a vanilla queue with no skills + basic architect with DTMF 1 - transfer to ACD the call just sits in queue and is never delivered , however if someone transfers a call to the queue i receive the interaction

Looking at my roles/permissions everything seems correct , what am i missing :)


Thanks

DR

#PlatformAdministration
#SystemAdministration
#Telephony

------------------------------
David Ragon
Ethan Global Pty Ltd (t/a Ethan)
------------------------------