Genesys Cloud CX

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  • 1.  Handle several or multiple ACD calls

    Posted 12 days ago
    Hi,

    For ACD voice calls, is it possible to handle multiple calls with the native Genesys Cloud User Interface? One of our customer has a service were agents can receive multiple calls through a queue, we want replicate this behavior with Genesys Cloud. According to the doc seem possible:

    https://help.mypurecloud.com/articles/utilization/

    In our organization we change user utilization for voice calls (from 1 to 2). However, in our testing when the agent receive the second call, the aget put first call on hold but the second call does not show any button to answer it, just the button to disconnect. So this our question: Is the native Genesys Cloud User Interface (panel interaction) ready to handle this scenario?

    Regards,
    SG


    #Omni-ChannelDesktop/UserInterface

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    Saugort Garcia
    Interacciones Inteligentes S.A.
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  • 2.  RE: Handle several or multiple ACD calls

    Posted 12 days ago

    Hello ,

    Native Genesys interface does not a allow to do that. due to below notes.

    Note: Because calls and callbacks are considered call interactions, we recommend that you do not allow these media types to interrupt each other. This configuration can cause longer than anticipated wait times for customers who choose a callback. By default, the system does not allow calls and callbacks to override each other.



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    vinayak Vagal
    SmartConnect Technologies Pvt. Ltd
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  • 3.  RE: Handle several or multiple ACD calls

    GENESYS
    Posted 12 days ago
    To be clear here - it is possible for utilization to handle multiple voice calls.  It does, as the resource center suggests, get tricky if you are also trying to send callbacks to the same agents - but if not - you can send multiple voice calls.

    Please note - I don't recommend this generally.  Its very disruptive for an agent to have to say 'please hold' to the existing customer, click in the roster to accept the call, have the script load for the new call and then start talking to the second (customer) and then put them on hold to go back to the first call.

    Possible, but not recommended!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 4.  RE: Handle several or multiple ACD calls

    Posted 11 days ago
    Hi,

    I will open a case with customer care. We enable in the user utilization (not in global setting) let the user handle 2 voice calls, but when the second call arrive the agent can not answer it, no button to answer is displayed, the first call just is put in hold, but the second one just ring until it return to the queue and the agent is set off-queue.

    The weird thing we got just one and only one user who is capable of  get both calls without any issue, the other users has the same roles and settings but are not able to handle the second call.

    Thanks for your response.

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    Saugort Garcia
    Interacciones Inteligentes S.A.
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