Genesys Cloud - Main

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?
#Integrations
#SystemAdministration
#Telephony

There is nothing out of the box at present and there is an idea for this:  Call termination alert tone | Genesys Cloud Ideas Portal (aha.io)

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

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 05-18-2022 14:26
From: John Hong
Subject: dropped call notification

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?
#Integrations
#SystemAdministration
#Telephony