Genesys Cloud - Main

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Gladys

You can extend the Queue alerting by following the below steps:

1. Go to Admin > Queue
2. Select the queue you require
3. Select the Voice Tab
4. Change the Alerting Timeout to the setting you require

I hope this helps :-)

------------------------------
Paula Fleming
Cigna International
------------------------------

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Gladys,

This is how PureCloud works at the moment, the user interface will always ring for 12s.

Even if you change the alerting time to 30s, your station rings for 12s and then you will have 18s of visual alert.

It looks to me that the UI ring tone it's a 12s audio file.
I've tried to unplug the network cable after the first ring and it always plays for the 12s.

There are many ideas for this in the ideas portal.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 02-06-2020 17:56
From: Paula Fleming
Subject: How can modify the duration of the sound alert in the user


Hi Gladys

You can extend the Queue alerting by following the below steps:

1. Go to Admin > Queue
2. Select the queue you require
3. Select the Voice Tab
4. Change the Alerting Timeout to the setting you require

I hope this helps :-)

------------------------------
Paula Fleming
Cigna International

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Physical phones don't have this issue.

The call will ring on the phone itself.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 02-07-2020 05:51
From: Paulo Mesquita
Subject: How can modify the duration of the sound alert in the user

Hi Gladys,

This is how PureCloud works at the moment, the user interface will always ring for 12s.

Even if you change the alerting time to 30s, your station rings for 12s and then you will have 18s of visual alert.

It looks to me that the UI ring tone it's a 12s audio file.
I've tried to unplug the network cable after the first ring and it always plays for the 12s.

There are many ideas for this in the ideas portal.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 02-06-2020 17:56
From: Paula Fleming
Subject: How can modify the duration of the sound alert in the user


Hi Gladys

You can extend the Queue alerting by following the below steps:

1. Go to Admin > Queue
2. Select the queue you require
3. Select the Voice Tab
4. Change the Alerting Timeout to the setting you require

I hope this helps :-)

------------------------------
Paula Fleming
Cigna International

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

@Paulo Mesquita do not use Thank you.
This is a limitation for my customer, they only work with softphone.
I understand, can you tell me what is the idea for vote for it?
​

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Original Message:
Sent: 02-07-2020 05:51
From: Paulo Mesquita
Subject: How can modify the duration of the sound alert in the user

Hi Gladys,

This is how PureCloud works at the moment, the user interface will always ring for 12s.

Even if you change the alerting time to 30s, your station rings for 12s and then you will have 18s of visual alert.

It looks to me that the UI ring tone it's a 12s audio file.
I've tried to unplug the network cable after the first ring and it always plays for the 12s.

There are many ideas for this in the ideas portal.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 02-06-2020 17:56
From: Paula Fleming
Subject: How can modify the duration of the sound alert in the user


Hi Gladys

You can extend the Queue alerting by following the below steps:

1. Go to Admin > Queue
2. Select the queue you require
3. Select the Voice Tab
4. Change the Alerting Timeout to the setting you require

I hope this helps :-)

------------------------------
Paula Fleming
Cigna International

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Gladys,

Please have a look at this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-236

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 02-07-2020 09:36
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

@Paulo Mesquita do not use Thank you.
This is a limitation for my customer, they only work with softphone.
I understand, can you tell me what is the idea for vote for it?
​

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.

Original Message:
Sent: 02-07-2020 05:51
From: Paulo Mesquita
Subject: How can modify the duration of the sound alert in the user

Hi Gladys,

This is how PureCloud works at the moment, the user interface will always ring for 12s.

Even if you change the alerting time to 30s, your station rings for 12s and then you will have 18s of visual alert.

It looks to me that the UI ring tone it's a 12s audio file.
I've tried to unplug the network cable after the first ring and it always plays for the 12s.

There are many ideas for this in the ideas portal.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 02-06-2020 17:56
From: Paula Fleming
Subject: How can modify the duration of the sound alert in the user


Hi Gladys

You can extend the Queue alerting by following the below steps:

1. Go to Admin > Queue
2. Select the queue you require
3. Select the Voice Tab
4. Change the Alerting Timeout to the setting you require

I hope this helps :-)

------------------------------
Paula Fleming
Cigna International

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Development is working on a fix to have the ring sound play for the configured alert timeout, rather than just 12 seconds.

I don't have a timeframe for the fix.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 02-05-2020 12:15
From: Gladys Galabay
Subject: How can modify the duration of the sound alert in the user

Hi,
Please help us with this question
Now, when they arrive at incoming voice interaction, the call is alerting in the Agent UI for around 12 second (the user listen" ring, ring ring") after 12 seconds the alert is only visual "answer / decline"
And after the 12 seconds of sound alert until the queue alerting timeout expire only appear the visual notification and when the queue alerting timeout expire, appear You are currently "Not Responding"
In my case only there is one agent on queue, we need that the sound alert stay all the time of "alerting timeout" (for example 20 sec) define on the queue configuration, it is possible?
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------