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Genesys Cloud Position in Queue Count Differ from Avaya Skill Unit

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  • 1.  Genesys Cloud Position in Queue Count Differ from Avaya Skill Unit

    Posted 09-10-2023 02:28
    No replies, thread closed.

    Hello Everyone,

    I have done the migration from Avaya to Genesys Cloud CX recently.  Number of Caller Waiting List Count announcement differ form Avaya Skills unit to Genesys Cloud Queues. I am using architect In-Queue Flow with Play Position In Queue block to getting Call.PositionInQueue value and play with Ordinal Position Mode. Is there Any other way to get exact count match with Previous Avaya Skill Unit or is this GC Behavior?. Kindly Assist on this.


    #ArchitectureandDesign
    #Connect with a Customer (NEW)
    #Implementation
    #API/Integrations
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony

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    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
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  • 2.  RE: Genesys Cloud Position in Queue Count Differ from Avaya Skill Unit

    Posted 09-13-2023 01:08
    No replies, thread closed.

    Once the call is queued, that position value will be correct, but like EWT, it does not change if you subsequently query it.  It is better to the the Position in Queue tool in the audio section of the took pallette,  but try not to play it more than once to your caller.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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