Genesys Cloud CX

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  • 1.  dropped call notification

    Posted 05-18-2022 14:27
    Edited by John Hong 05-19-2022 10:56
    Hi Everyone

    Once in a while, our agents will be talking to the customer and for some reason the call will drop, however the agent is unaware (if they are not looking at the screen) the call dropped and they continue their conversation. what we would like to do is to play a notification (bell sound) to notify the agent that the call has disconnected.  is there a setting to do this?

  • 2.  RE: dropped call notification

    Top 25 Contributor
    Posted 05-22-2022 11:34
    There is nothing out of the box at present and there is an idea for this:  Call termination alert tone | Genesys Cloud Ideas Portal (

    When Orchestrator comes out, that might be a possibility to add this as an event.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

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