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  • 1.  How to Prevent Intercom Call Interruptions During Active Calls

    Posted 06-20-2025 00:24

    With the current default settings in Genesys Cloud, we have observed that calls can be interrupted by incoming calls (intercom or external), even when an operator is already engaged in a call. When the operator answers the incoming (interrupting) call, the original call is placed on hold.

    The detailed behavior we have confirmed is as follows:

    • When Operator Status = "On Queue":
      • Operator is in internal call (ringing or talking) → Possible interrupting calls: (1) Intercom call, (2) External call
    • When Operator Status = "Available":
      • Operator is in internal call (ringing or talking) → Possible interrupting call: (3) Intercom call
      • Operator is in external call (dialing or talking) → Possible interrupting call: (4) Intercom call

    We would like to prevent such call interruptions. According to our research, adjusting the following setting seems to prevent (2) External call interruptions:

    • People > Utilization > Count non-ACD calls in utilization capacity

    However, even after enabling this setting, it appears that (1), (3), and (4) - intercom (internal extension) call interruptions - cannot be prevented. While the Japanese description of this setting implied non-ACD (presumably including intercom) calls would be counted toward utilization capacity, the official documentation (https://fr-help.mypurecloud.com/articles/utilization/) states that intercom (extension) calls are excluded.

    Questions:

    1. Is it possible to prevent intercom (internal extension) call interruptions ((1), (3), and (4) above) during ongoing calls in Genesys Cloud through any current settings?
    2. If prevention is possible, could you kindly provide detailed instructions or references on how to configure this?
    3. If it is not possible through system settings, are there any recommended approaches (such as using APIs or custom development) that would allow us to prevent intercom call interruptions? If so, could you please provide guidance or examples?

    Thank you in advance for your assistance.


    #PlatformAPI
    #PlatformSDK

    ------------------------------
    Naoki Ono
    ------------------------------


  • 2.  RE: How to Prevent Intercom Call Interruptions During Active Calls

    Posted 07-02-2025 17:39

    This behavior sounds consistent with the behavior outlined here: https://help.mypurecloud.com/articles/utilization/
    To prevent the interruptions, the agent could manually set their status to "Busy" when on a call.
    Alternately, you could set up a process automation trigger to set agents status to "Busy" when they are on a call.
    You could potentially use the `v2.detail.events.conversation.{id}.user.start` topic to do this.
    Then get the userId from the payload when an event fires, and set the status for that user if they are an agent.
    Here's an overview on triggers
    https://developer.genesys.cloud/platform/process-automation/




    ------------------------------
    Jacob Shaw
    Sr. Software Engineer
    ------------------------------

    Original Message


  • 3.  RE: How to Prevent Intercom Call Interruptions During Active Calls

    Posted 07-03-2025 06:43

    Hi Naoki,

    non-acd-calls and acd-calls forwarded from am queue to an agent can interrupt acd-calls. There is no standard way to solve that. But there is an idea in the idea-labs User's status: automatic update to "busy" | Genesys Cloud Ideas Portal that tackles that problem. Its already in development and will be delivered in the future. I made a workaround with triggers and a workflow. It sets agents to busy while in-call and back to on-queue/green when finished. But it has some downsides, too.



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


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