For the test with your user, how long did the hold music last?
WebRTC phones, or PureCloud SoftPhone, or hard phones?
It sounds like there is some latency between PureCloud and your site, causing slight delay before the alerting/call connected to the phone. You might have to work with Care to pull some logs and see.
When I test with my hard phone, I do not hear the In-Queue Call flow when set to auto-answer. I do hear it while the call is alerting if not in auto-answer.
WebRTC takes a little longer to connect when set to auto-answer, so I hear the hold music briefly plus one ring.
The workaround for that is supposed to be to set the WebRTC phone to use a Persistent Connection...but that just shortens how long the In-Queue flow audio plays, doesn't eliminate it.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 02-06-2019 10:56
From: Roisin Floyd
Subject: In-Queue Call Flow
Hi George ,
That's exactly whats happening - the customers are getting the In -Queue Call flow (On hold music) while calls are alerting agents .
None of the agents have Auto answer enabled.
I enabled auto answer on my username and tested and still got on-hold music
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Roisin Floyd
Wren Data Ltd.
Original Message:
Sent: 02-06-2019 10:38
From: George Ganahl
Subject: In-Queue Call Flow
A long time ago, I used to get the In-Queue Call flow for a few seconds while calls were alerting agents who are not set to auto-answer ACD calls. I haven't checked that in a while--is that possibly what is happening? Or, are all of your agents auto-answer?
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
Original Message:
Sent: 02-06-2019 10:24
From: Roisin Floyd
Subject: In-Queue Call Flow
Hi Melissa
Thanks for your reply , There no skills required .
In Pureconnect the In queue logic only takes affect when agents are busy .
In PureCloud , In queue logic takes affect once the customer enters the queue even if agents are "On queue " and available .
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Roisin Floyd
Wren Data Ltd.
Original Message:
Sent: 02-06-2019 08:00
From: Roisin Floyd
Subject: In-Queue Call Flow
Why does the In-Queue Call flow ( logic) kick in on purecloud even when there is agents " On queue"
So we have agents on " On queue " available for calls , but when an customer dials and is routed to that queue they first hear hold music .
If there are agents available to take calls and a customer dials in why are they presented with hold music .?
the In Queue logic should only take place when agents are busy ,?
#ArchitectureandDesign
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Roisin Floyd
Wren Data Ltd.
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