Original Message:
Sent: 01-30-2026 15:14
From: Cindy Dallaire
Subject: Limiting non-ACD calls per agent in Genesys Cloud
Thank you, the link provided does not lead to a specific idea, only to the Product Ideas Lab in general. Do you have the link to the specific page?
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Cindy Dallaire
Original Message:
Sent: 01-30-2026 14:32
From: Jason Kleitz
Subject: Limiting non-ACD calls per agent in Genesys Cloud
Hello Cindy,
Currently we do not have a way to do that. Off of the top of my head, I know that a user could set their status to Busy, and that would send all calls to voicemail, but I don't think that would work for you in this scenario. I'm assuming that you would like for them to be able to receive the first call, and then not be alerted while on that call.
My recommendation would be to check out this Idea in the Product Ideas Lab. It sounds similar, but you may want to submit your own Idea, including the information about making it configurable per person.
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 01-30-2026 10:17
From: Cindy Dallaire
Subject: Limiting non-ACD calls per agent in Genesys Cloud
Hello,
I'd like to know if there is a way to limit the number of non-ACD calls a user can receive.
I checked the Agent Utilization settings and enabled "Block calls when on a non-ACD call", but this only blocks non-ACD calls when the user is already on an ACD call.
In our case, we have travel agents who use Genesys only for non-ACD calls, and they do not want to be notified when another non-ACD call comes in. They would like that call to be sent directly to their voicemail.
Ideally, we would like to configure this per agent.
Any suggestions?
Thanks
#System/PlatformAdministration
#Telephony
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Cindy Dallaire
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