Genesys Cloud - Main

Is there a way to have an agent's status automatically change to Busy when they're on an outbound queue call, to prevent incoming calls from disrupting the interaction? Alternatively, is there a way to prevent direct calls and transfers from interrupting agents while they're on an outbound queue call?

Hello Mandie,

Welcome to the Community! You may want to check your organization's utilization settings. You should be able to make sure that when agents are on queue, they are not interrupted by non-ACD interactions.

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Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-18-2025 13:45
From: Mandie CARVER
Subject: Direct Call or Transfer Disrupting Outbound Queue Calls

Is there a way to have an agent's status automatically change to Busy when they're on an outbound queue call, to prevent incoming calls from disrupting the interaction? Alternatively, is there a way to prevent direct calls and transfers from interrupting agents while they're on an outbound queue call?

#Outbound

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Mandie CARVER
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Thanks Jason for your response! Could you provide a bit more detail on how to set this up? Everything I've reviewed so far indicates that only ACD calls are blocked from routing to agents when they're in an On Queue status - direct calls and transfers still seem to come through.

I'd appreciate any guidance you can share on how to prevent those from interrupting agents during queue interactions.

Thanks!

------------------------------
Mandie CARVER

Original Message:
Sent: 07-18-2025 14:05
From: Jason Kleitz
Subject: Direct Call or Transfer Disrupting Outbound Queue Calls

Hello Mandie,

Welcome to the Community! You may want to check your organization's utilization settings. You should be able to make sure that when agents are on queue, they are not interrupted by non-ACD interactions.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-18-2025 13:45
From: Mandie CARVER
Subject: Direct Call or Transfer Disrupting Outbound Queue Calls

Is there a way to have an agent's status automatically change to Busy when they're on an outbound queue call, to prevent incoming calls from disrupting the interaction? Alternatively, is there a way to prevent direct calls and transfers from interrupting agents while they're on an outbound queue call?

#Outbound

------------------------------
Mandie CARVER
------------------------------

Hello Mandie,

I've included a screenshot of the utilization of my test org down below. This configuration should not allow a new phone call to interrupt an agent while they are on an ACD call.

I would recommend comparing this to your organization's settings to see if it is similar.

Thanks Jason for your response! Could you provide a bit more detail on how to set this up? Everything I've reviewed so far indicates that only ACD calls are blocked from routing to agents when they're in an On Queue status - direct calls and transfers still seem to come through.

I'd appreciate any guidance you can share on how to prevent those from interrupting agents during queue interactions.

Thanks!

------------------------------
Mandie CARVER

Original Message:
Sent: 07-18-2025 14:05
From: Jason Kleitz
Subject: Direct Call or Transfer Disrupting Outbound Queue Calls

Hello Mandie,

Welcome to the Community! You may want to check your organization's utilization settings. You should be able to make sure that when agents are on queue, they are not interrupted by non-ACD interactions.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 07-18-2025 13:45
From: Mandie CARVER
Subject: Direct Call or Transfer Disrupting Outbound Queue Calls

Is there a way to have an agent's status automatically change to Busy when they're on an outbound queue call, to prevent incoming calls from disrupting the interaction? Alternatively, is there a way to prevent direct calls and transfers from interrupting agents while they're on an outbound queue call?

#Outbound

------------------------------
Mandie CARVER
------------------------------