When a user is on an external (ACD) call in Genesys Cloud, if an internal extension call comes in, or vice versa (an external call comes in while on an internal call), the user still receives the incoming call.
Is there a configuration setting that would prevent the user from receiving additional incoming calls while already on a call?
For example, if there is an option such as "simultaneous call limit" where we could set the number of concurrent calls to 1, we believe this might restrict additional incoming calls as desired.
Does such an option exist within Genesys Cloud, or is there another recommended way to prevent users from receiving new calls when already on a call?
Additionally, one concern is that if the simultaneous call limit is set to 1, will this prevent users from performing call transfers? We are worried that it might have an impact on call transfers or similar functionalities.
We would appreciate your guidance regarding these settings and any effects or recommended best practices.
Thank you very much.
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Naoki Ono
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