Genesys Cloud - Main

We Have a requirement to transfer the IVR call to ring in group, and the agent need to the capability to answer either in WebRTC softphone or their personal mobile. 

Below are the observations when we tried to achieve this.

Group Ring - with user call fwd enabled - It will not ring user either in Genesys or mobile.
Group Ring - without call fwd -  Ring all the members logged in GC (either on-queue or off-queue) 

Any suggestions on this requirement?

#Routing(ACD/IVR)
#Telephony

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Raghunandan HM
Individual Only Contact Account
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Hey mate, 

From memory - you can't have this ring in multiple locations at once - though - you could set up a remote phone in telephony to have the can sent to their mobile. It's been a while since I have done something like this.

https://help.mypurecloud.com/articles/configure-remote-phone/

Basically, have two stations/phone for your agent to select. If they are in office, select the normal RTC phone you have set up, when they leave, have them move to the remote phone. 

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Lawrence Drayton
Prvidr Pty Ltd
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you could try 3 things.

1. Use the Genesys Communicate app: If you install the communicate app on your mobile and set the default phone as webRTC now it rings in both the app and the real webRTC in your browser when called. (Group calls are offered when offline or available no idea why as it makes no sense but it works as designed.)
   The place you answer is where the audio is sent. It works best with Apple instead of Android phones.(we have a case running about that)
2. Create 2 users. 1 for the mobile and 1 the WebRTC. Would be a last resort as this could lead to extra costs etc.
3. You could try to set the mobile on their profile under work phone. If they are offline it should sent calls there. It does for direct calls, no idea about group calls. But that only triggers for offline users if it works.

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Andrew Lagarde
KPN B.V.
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We have tried Genesys Communicate app, the problem we found is the calls will not reach users in app is not active in mobile.

(Communicate app has to be open to get calls, if it goes to background and user is using other apps calls will not come. Also our org is under HIPAA compliance and users would be logged out every 15 mins)

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Raghunandan HM
Individual Only Contact Account
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Original Message:
Sent: 08-04-2023 01:19
From: Andrew Lagarde
Subject: Group ring capabilities

you could try 3 things.

1. Use the Genesys Communicate app: If you install the communicate app on your mobile and set the default phone as webRTC now it rings in both the app and the real webRTC in your browser when called. (Group calls are offered when offline or available no idea why as it makes no sense but it works as designed.)
   The place you answer is where the audio is sent. It works best with Apple instead of Android phones.(we have a case running about that)
2. Create 2 users. 1 for the mobile and 1 the WebRTC. Would be a last resort as this could lead to extra costs etc.
3. You could try to set the mobile on their profile under work phone. If they are offline it should sent calls there. It does for direct calls, no idea about group calls. But that only triggers for offline users if it works.

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Andrew Lagarde
KPN B.V.
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