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  • 1.  Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 10-26-2025 22:04
    No replies, thread closed.

    I am testing the ACD Transfer action and Direct Agent feature in an Architect Inbound Call flow. A backup queue has been configured for the primary queue. I have verified that the queue and user are getting set correctly on the call by the ACD Transfer action. The call is transferred to the queue while the agent is in an Available status and Off Queue, which is required for the use case. However, the agent never receives the call, as if they are unavailable. According to the documentation, the agent can be either On Queue or Available and Off Queue. Is more configuration required on the queue or the user to make this work? Any thoughts on what I may be missing?


    #ArchitectandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Steve Hairston
    Sr Principal Engineer, Cloud
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  • 2.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected
    Best Answer

    Posted 10-27-2025 02:14
    No replies, thread closed.

    I guess the main thing to check first is whether the user has the correct permission to receive the calls while Off Queue:

    Routing > Conversation > Accept Off-Queue – To accept a direct routing interaction while the direct routing agent is Off queue and Available



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 12-12-2025 14:47
    No replies, thread closed.

    Thanks, George! I'm just getting back to this because it appeared we were pivoting to a different approach for the requirement. However, the permission is the key thing that I missed in the requirements, and setting it resolved my issue. Thanks again.



    ------------------------------
    Steve Hairston
    Sr Principal Engineer, Cloud
    ------------------------------

    Original Message


  • 4.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 12-12-2025 15:01
    No replies, thread closed.

    Good! I'mm glad to hear you got it working.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 10-27-2025 02:25
    No replies, thread closed.

    Another thing to check also is that you have set the phonenumber on the user with api. 

    patch
    /api/v2/users/{userId}
    Look in the chapter Example patch for phone number. Set up direct routing - Genesys Cloud Resource Center


    ------------------------------
    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
    ------------------------------



  • 6.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 10-27-2025 07:10
    No replies, thread closed.

    Hi Steve,

    1. Permission: Routing > Conversation > Accept Off-Queue
    2. Agent's phone number must be tagged with directrouting via API
    etc ...
    Check if you have all the pre-requisites in place:
    link: /setting-up-direct-routing/

    Also, on the ACD Transfer action must be correctly assigning both the queue and the agent.

    Hope this helps.
    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------



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