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Communicate call handling improvement affecting user experience

  • 1.  Communicate call handling improvement affecting user experience

    Posted 03-01-2023 19:24
    Edited by Ricky Phung 03-01-2023 19:26

    Hi Community,

    As part of our commitment to providing advanced notice for user interface changes, I want to share planned improvement which some users may experience depending on certain scenario.  

    When initiating outbound ACD interaction, users have the option to set preference to pre-populate last used queue by default. 

    Occasionally when the default is set, user initiating Communicate call results in seeing it in ACD Interactions UI. This is not the expected behavior if users are seeing this today. We will be issuing an improvement next week that will ensure Communicate calls stay in the same UI.

    We hope this information helps you prepare for the change and reduces disruption when change is implemented.


    Rick Phung
    Genesys - Employees

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