Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Is it possible to make 1 outbound calls on behalf of a queue then another another one a few minutes afterwards without the cloud placing the first call on hold

  Thread closed by the administrator, not accepting new replies.

  • 1.  Is it possible to make 1 outbound calls on behalf of a queue then another another one a few minutes afterwards without the cloud placing the first call on hold

    Posted 08-31-2022 12:42
    Edited by Jason Tran 08-31-2022 12:42
    No replies, thread closed.
    So there were 2 outbound calls made by the same agent on behalf of the same queue. One at 12:55 and another at 12:57. The first call went to someone voicemail but the user did not end that call. They made a second call and someone answer that one. When listening to the recording for the first call. You can hear the agent talking to someone from the second call. I'm not sure how that is possible because wouldn't the cloud place the first one on hold while there talking to someone on the second outbound call they made. There was no hold place on the first call and it just set there for 18 minutes before the user ended the call. 

    I'm not sure how it would be possible since I observed it would place one call on hold when making another outbound call on behalf of a queue.
    #Telephony


  • 2.  RE: Is it possible to make 1 outbound calls on behalf of a queue then another another one a few minutes afterwards without the cloud placing the first call on hold

    Posted 09-02-2022 02:49
    Edited by Jeff Hoogkamer 09-02-2022 02:48
    No replies, thread closed.
    Hi Jason,

    From what you've described - I also would have expected the first call to the voicemail to be placed on hold if the second call was an entirely new outbound interaction.

    The only way I'd see this happening is the agent using consult on the first outbound call to make the second call and joining the two together.

    Cheers,
    ------------------------------
    Jeff
    ------------------------------

    Original Message


  • 3.  RE: Is it possible to make 1 outbound calls on behalf of a queue then another another one a few minutes afterwards without the cloud placing the first call on hold

    Posted 09-02-2022 16:03
    Edited by George Ganahl 09-02-2022 16:02
    No replies, thread closed.
    I set this up and tried to replicate with two separate calls, and could not. I agree with Jeff that it sounds more like the agent somehow initiated a consult transfer. Or otherwise somehow conferenced the calls together.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Is it possible to make 1 outbound calls on behalf of a queue then another another one a few minutes afterwards without the cloud placing the first call on hold

    Posted 09-02-2022 16:09
    No replies, thread closed.
    Alright thanks George that was same result we saw during testing as well. We believe this may have been because they were using a third party application to initiate the outbound call that then sent it to Genesys. At this point we just advise for user to make sure they don't initiate more than two calls at the same timeframe.

    ------------------------------
    Jason Tran
    Electroline Data Communications Inc
    ------------------------------

    Original Message


Related Content