Genesys Cloud CX

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  • 1.  Groups

    Posted 09-27-2022 19:32
    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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  • 2.  RE: Groups

    Posted 10-06-2022 20:10
    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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  • 3.  RE: Groups

    GENESYS
    Posted 10-10-2022 09:22
    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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