Genesys Cloud - Main

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

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Matt Bowdy
n/a
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Hi Matt Bowdy

If I understood correctly, you can handle this with a flag in a Data Table before routing, for example, a field to enable/disable routing and play a maintenance message when it's off. You can also add a check for calls in queue and, if a threshold is reached, redirect or end new calls.

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Luiz Rosa
Full stack developer
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Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

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Matt Bowdy
n/a
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Hi Matt,

sounds like the perfect use case for emergency groups. They can shut down an entire Service Center when properly placed in the call flow.

But maybe I did not fully understand your problem. How does your Call Seller "pings" if your staff is online?

Best regards
Christoph

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Christoph Domaschke
Produktmanager Kunden-Dialog-Center
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Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------

Hi @Matt Bowdy,

Genesys Cloud does not currently support a native "mass log-off" or "mass Off Queue" toggle for all agents at once via the UI.
But you can try any of the below workaround -

1. Manually change agent statuses via: Agents Status Summary View or Queues Agents Detail View.
2. Data Table flag in Architect to control routing, like Luiz suggested.
   When teh flag is 'off' you can play a maintenance message or redirect calls elsewhere. (For e.g. configure a call flow that plays a message and ends the call.)
   
   
3. Or Set up Emergency Groups in Admin → Routing → Emergencies. Associate emergency flows with call routes. & use the Activate/Deactivate toggle to instantly reroute or block calls.
   
   

Hope this helps.
thanks

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------

@Matt Bowdy - Regarding the bulk logout feature, given there currently isn't an existing feature that allows you to effectively log all users out en masse & immediately, you'd either have to string together a few APIs outside of Genesys that you could run to log all logged in users out one-by-one, or hijack the "Set Inactivity Timeout" feature for such purposes. The primary issues with the first option is that would be a lot of consecutive API calls to try running and completing in a timely fashion (especially if you change your mind at any point during execution.) The problem with the second option is it relies on the agents being inactive thus requiring you to tell the agents to sit idle (when they could simply log out.)

These are reasons why Luiz's suggestion or similar pre-queuing checks are a better option given it doesn't rely on you or the agents to do anything in order for the call routing exception to take affect.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------

Se considerarmos o evento de indisponibilidade que houve, na ocasião não seria viável a utilização da tabela de dados, pois pelo menos aqui, ninguém estava conseguindo logar e aqueles que estavam logados, não conseguiam mudar de página. 

Para "derrubar" (tirar de oferta) muita gente de uma vez, o caminho prático é via API. O que funciona, na prática, são dois "botões de pânico" diferentes:

1. "Desligar as linhas" (lado de entrada do fluxo)
   - Ative um Emergency Group vinculado às rotas de Call Routing. Com isso, todos os DIDs continuam recebendo chamadas do carrier, mas a roteirização é desviada para um fluxo de contingência (mensagem, VM, fallback etc.) sem depender do status dos agentes. Dá pra ativar/desativar via UI ou API (Data Action/Workflow): PUT /api/v2/architect/emergencygroups/{emergencyGroupId} setando enabled=true/false. É o failsafe mais rápido para incidentes de ACD.

2. "Derrubar agentes" (lado do agente)
   - Use PUT /api/v2/users/{userId}/routingstatus para colocar agentes em OFF_QUEUE (ou IDLE). Por design, você não consegue forçar estados como INTERACTING/NOT_RESPONDING; os estados manualmente setáveis são limitados. Para presença (Available/Away/Busy/Offline), use PATCH /api/v2/users/{userId}/presences/{sourceId} - observando que, desde 20/jul/2025, mudar a presença de outro usuário exige a permissão presence:userPresence:edit. Não há endpoint "bulk"; você precisa iterar a lista de usuários (ou orquestrar com Workflow/Triggers + Data Action).

Mas, durante o evento de falha que vivenciamos recentemente, por algum tempo, não seria possível resolver o seu problema. No apagão da AWS em out/2025, parte da dor foi justamente DNS/"acesso"; quando isso acontece, a própria API pode ficar intermitente ou indisponível. Nesse cenário, você precisa de um "plano B" fora do Genesys.

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Fernando Sotto dos Santos
ConsultorVIA VAREJO
------------------------------

Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------

Hey Matt,

We have a Operating Schedule we created for our Customer Care Department that we use as a one time event that is applied to their division. Whenever they need to shut off the phones for a meeting or some kind outage I use that schedule.  Might be a simpler solution for you.

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Jonathan Kennedy
Technology Specialist
------------------------------

Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------

Good Solution

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Lalit Gupta
Consultant
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Original Message:
Sent: 10-27-2025 09:41
From: Jonathan Kennedy
Subject: Log Out All Agents At Once

Hey Matt,

We have a Operating Schedule we created for our Customer Care Department that we use as a one time event that is applied to their division. Whenever they need to shut off the phones for a meeting or some kind outage I use that schedule.  Might be a simpler solution for you.

------------------------------
Jonathan Kennedy
Technology Specialist

Original Message:
Sent: 10-25-2025 11:28
From: Matt Bowdy
Subject: Log Out All Agents At Once

Hey all... we had a situation during the recent ACD routing outage in US West (a couple weeks ago now) where we could not route any calls. That would have been okay if our inbound calls were all organic, but we were paying for inbound calls and the call sellers were pinging to see if we had folks online. We did, and so they were sending calls. We finally figured out what was happening, but I'd like a failsafe way to either turn off all our lines OR to put all agents in an Off Queue status immediately. 

I can only see ways to take individual agents offline, not en masse.

Am I missing something?

#Telephony

------------------------------
Matt Bowdy
n/a
------------------------------