Genesys Cloud - Main

Do agents have to be logged into Genesys queue to take calls that come into a Group that had Enable Calls selected?
One of the options in the call flow is to Transfer to a Group ,agents who are off queue are getting these calls to is this normal behavior?
#Telephony

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Martin Black
Cerium Networks
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Not if they have a default phone defined under the agent.  It will try their default phone even if they are not logged in.  Here is the official word:  Will the default station still ring if the user is not logged in? - Genesys Cloud Resource Center (mypurecloud.com)

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Seconding Robert's response, however I wanted to clarify your statement @Martin Black about "logging into Genesys queue" as logging in and going on queue are two separate things. A user can log in to Genesys Cloud and not go on queue.

The Transfer to Group action is not dependent on queues, so yes off queue agents who are logged in will be ringed if they are members of the specified Group where the call was transferred. Transfer to Group action invokes the same behavior as a Group ring - more details can be found here. If an agent/user is not logged in (a.k.a offline) then we go to Robert's response. 

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Nico Feliciano
Genesys - Employees
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