Genesys Cloud - Main

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

Hi! According to the official Genesys documentation, instead of using the Genesys Cloud auto-answer feature, you should use the "Automatically accept work requests" option provided by Salesforce. This setting is configured in the Presence Configurations within Salesforce.

Regarding Control and Functionalities:

The integration allows for different work scenarios through "Mapped Status" and "Transition Status" settings:

Agents working in both systems simultaneously: Configure the Mapped Status as "Available" to allow agents to receive work on either platform, with blocking mechanisms to prevent duplicate assignments.

Agents working exclusively in one system: Configure the Mapped Status to non-on-queue types (such as "Busy") to prevent simultaneous availability across platforms.

This may help with the problem

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

I did it the same way.

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

I did it the same way in Sicredi

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

Hello!

We had the same scenario here with our client. We hope that in the future, the control of the auto-answer will remain on the Genesys side.

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Edgar Dreger
Senior Genesys Analyst
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With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

Hi,

As mentioned above, the auto-answer was configured on the Genesys Cloud side, which is not supported in this scenario.

It should be configured through Presence Configuration in Salesforce instead.

You can check more details here: https://help.genesys.cloud/articles/create-presence-user-configuration-and-routing-configuration/

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

Hi Lilian,

If the customer wants to keep Salesforce's native functionality, they can use Presence Configurations by creating new presence settings with auto-accept disabled and assigning them only to a specific group of agents.

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

Hello,

The only alternative is enabling it only in Salesforce. When it is enabled in Genesys, it causes several bugs and a warning appears indicating that auto-answer must be disabled in Genesys.

In Salesforce, this configuration is done within Service Channels, where you configure automatic acceptance per media type.

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

#Roadmap/NewFeatures

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Lilian Lira
Services and Developer Manager
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With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!

With the new connector (Genesys CX Cloud with Salesforce), I need to disable "auto answer" for users and queues in Genesys Cloud, leaving it enabled only within the Salesforce CTI. This ends up limiting the features in the contact center, as I lose control within Genesys, which has other functionalities. Have you encountered this scenario before? Were you able to do this in another way?

Regards!