Thank you very much for suggesting the workaround using triggers. Your input is really valuable and will be a great reference for us. We will discuss this internally with our team, and I truly appreciate your support.
Original Message:
Sent: 08-20-2025 17:47
From: Cameron Stone
Subject: Ideas for office-wide alerts when queue has waiting calls
I cant really help on the Audible sound side of things but you could use a trigger using the topic below, filtering down by the queueid, which would then trigger a workflow where you could use a data action to somehow trigger a sound, or email to all staff or a teams message maybe
v2.detail.events.conversation.{id}.acd.start
We have a simlar thing for when a call has been waiting in an escalation queue for longer than 2 minutes it then triggers a teams message into a teams chat with all of the escalation team in it, as a reminder for them to go on queue to answer the call.
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Cam Stone
Original Message:
Sent: 08-20-2025 04:45
From: Aoi Tamaki
Subject: Ideas for office-wide alerts when queue has waiting calls
Hello, I'd like to ask for advice regarding Genesys Cloud.
One of our customers has requested a way to play a ringing sound throughout the office whenever there are calls waiting in a specific queue.
If anyone has experience with a similar situation or ideas for how this could be achieved, I would greatly appreciate your input.
Here is the background:
- The office has about 20 staff members who handle calls, but they are not dedicated "contact center agents."
- Previously, when they used traditional desk phones, if calls were waiting, the ringing sound was audible across the office, so staff could immediately notice.
- With Genesys Cloud, we now display the queue status on a large monitor dashboard. However, many staff members still don't notice the screen, which results in situations where:
- They continue non-urgent phone conversations without realizing there are waiting calls.
- Some remain available but forget to switch to On Queue.
In this kind of scenario, what approaches have you used (or seen) to make sure the whole office is aware when there are waiting calls?
Any suggestions, especially examples using alerts, integrations, or other creative methods, would be very helpful.
#Uncategorized
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Aoi TAMAKI
Kanden CS Forum Inc.
E-mail: tamaki-a@kcsf.co.jp
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