Genesys Cloud - Main

I have a customer who currently diverts their calls from their current telephone system to a mobile phone and they want to do the same through Genesys Cloud. I have built a remote phone with base settings and set it to divert to a mobile phone and gone into the agent profile and set the phone from the WebRTC phone to the remote phone and placed a call. 

The call rings on BOTH the mobile AND the WebRTC and i was wondering if it is possible to ring only on the mobile as this is what is happening in the customers current solution. I don't see it as being an issue as i have set the wrap up to time boxed at 1s so it makes the agent available for a call when they terminate the call on the mobile.

#ArchitectureandDesign
#Telephony

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richard craig
British Telecommunications PLC
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Hi Richard,

It shouldn't ring on the WebRTC, although the client will alert the user since you're supposed to handle the call through it.
One issue is that you can't for example callbacks, since they would ring on the client first and call the mobile once it's time to dial out.
Another would be that their clients needs to be running at all time.

I guess this solution works if they are only temporarily way from their clients.

In other cases the Mobile Office app would probably be a better solution since they can then handle everything in the mobile, that they would otherwise do in the client.

Regarding ACW you could also use the "new" Agent Requested setting, as this will not have any ACW time unless the agents chooses so in the client.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Jan - just ran a test and i get the answer button in the top left hand side of the screen in GC and it then rings on the mobile. Are there any settings that need to be applied to stop it from ringing on the agents GC browser ?.

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richard craig
British Telecommunications PLC
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Original Message:
Sent: 11-14-2023 04:23
From: Jan Heinonen
Subject: Forwarding to a mobile without ringing on a WebRTC phone

Hi Richard,

It shouldn't ring on the WebRTC, although the client will alert the user since you're supposed to handle the call through it.
One issue is that you can't for example callbacks, since they would ring on the client first and call the mobile once it's time to dial out.
Another would be that their clients needs to be running at all time.

I guess this solution works if they are only temporarily way from their clients.

In other cases the Mobile Office app would probably be a better solution since they can then handle everything in the mobile, that they would otherwise do in the client.

Regarding ACW you could also use the "new" Agent Requested setting, as this will not have any ACW time unless the agents chooses so in the client.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

You'll get an answer button but it doesn't do anything if you have a remote extension, on callbacks you use it to accept the callback.

You need to a client to be able to get calls, so I don't think there's a way to make it not ring unless you go with the 3rd party mobile app.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 11-14-2023 04:32
From: richard craig
Subject: Forwarding to a mobile without ringing on a WebRTC phone

Jan - just ran a test and i get the answer button in the top left hand side of the screen in GC and it then rings on the mobile. Are there any settings that need to be applied to stop it from ringing on the agents GC browser ?.

------------------------------
richard craig
British Telecommunications PLC
------------------------------


Original Message:
Sent: 11-14-2023 04:23
From: Jan Heinonen
Subject: Forwarding to a mobile without ringing on a WebRTC phone

Hi Richard,

It shouldn't ring on the WebRTC, although the client will alert the user since you're supposed to handle the call through it.
One issue is that you can't for example callbacks, since they would ring on the client first and call the mobile once it's time to dial out.
Another would be that their clients needs to be running at all time.

I guess this solution works if they are only temporarily way from their clients.

In other cases the Mobile Office app would probably be a better solution since they can then handle everything in the mobile, that they would otherwise do in the client.

Regarding ACW you could also use the "new" Agent Requested setting, as this will not have any ACW time unless the agents chooses so in the client.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB