Genesys Cloud - Main

Hi Martijn,

I came across this related thread which might explain the behaviour:
https://community.genesys.com/discussion/agent-gets-notification-that-they-are-not-been-answering-calls-and-either-to-go-off-queue-or-stay-on-despite-not-getting-any-calls-during-that-time

From what I understand, the message can appear when the system attempts to send an alert to the agent's station but doesn't receive a response (for example due to browser tab sleeping, network issues, etc.). Curious if this might be related to what you are seeing.

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Phaneendra
Technical Solutions Consultant
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Hi,

Apologies I think I may have misread the error message earlier and referenced the wrong thread. This is actually the first time I've come across this particular popup and I couldn't find any specific documentation on it.

Hopefully someone from the community who has seen this behaviour before might be able to shed some light on it.

Hi Martijn,

I came across this related thread which might explain the behaviour:
https://community.genesys.com/discussion/agent-gets-notification-that-they-are-not-been-answering-calls-and-either-to-go-off-queue-or-stay-on-despite-not-getting-any-calls-during-that-time

From what I understand, the message can appear when the system attempts to send an alert to the agent's station but doesn't receive a response (for example due to browser tab sleeping, network issues, etc.). Curious if this might be related to what you are seeing.

------------------------------
Phaneendra
Technical Solutions Consultant

Hey Martijn

I've noticed in Ulitization now there's a column for Inbound Max calls.  I wonder if it's related to that?

Configure utilization at the org level View summary - Genesys Cloud Resource Center

There are a list of scenarios in the article that explains how to limit ACD and Non ACD calls.

I assume from your pop-up notification, the agent is on a Non-ACD call, so the message that appears to them lets them know that an ACD call could interrupt their current call.  You might need to alter your utilization settings.

Hi,

Apologies I think I may have misread the error message earlier and referenced the wrong thread. This is actually the first time I've come across this particular popup and I couldn't find any specific documentation on it.

Hopefully someone from the community who has seen this behaviour before might be able to shed some light on it.

Hi Martijn,

I came across this related thread which might explain the behaviour:
https://community.genesys.com/discussion/agent-gets-notification-that-they-are-not-been-answering-calls-and-either-to-go-off-queue-or-stay-on-despite-not-getting-any-calls-during-that-time

From what I understand, the message can appear when the system attempts to send an alert to the agent's station but doesn't receive a response (for example due to browser tab sleeping, network issues, etc.). Curious if this might be related to what you are seeing.

------------------------------
Phaneendra
Technical Solutions Consultant

I tested this by going on Queue and making an Outbound call via Non-ACD and this message appears. 

However when I set my own Utilisation Inbound Max Voice Calls to 1 and save it for myself, refresh and then replicate the above, the message still pops up.  Then if i log out of Genesys and back in, my Utilisation reverts back to Unlimited :/  I've made sure that Genesys has saved the setting by revisiting my Utilisation page, and I also dont have it enabled to use the Org's settings.

Not sure if there's a bug here.  

When I log back in.

Hopefully you don't have the same experience here, but I've not been able to figure out why my Utilisation keeps reverting.

Hey Martijn

I've noticed in Ulitization now there's a column for Inbound Max calls.  I wonder if it's related to that?

Configure utilization at the org level View summary - Genesys Cloud Resource Center

There are a list of scenarios in the article that explains how to limit ACD and Non ACD calls.

I assume from your pop-up notification, the agent is on a Non-ACD call, so the message that appears to them lets them know that an ACD call could interrupt their current call.  You might need to alter your utilization settings.

Hi,

Apologies I think I may have misread the error message earlier and referenced the wrong thread. This is actually the first time I've come across this particular popup and I couldn't find any specific documentation on it.

Hopefully someone from the community who has seen this behaviour before might be able to shed some light on it.

Hi Martijn,

I came across this related thread which might explain the behaviour:
https://community.genesys.com/discussion/agent-gets-notification-that-they-are-not-been-answering-calls-and-either-to-go-off-queue-or-stay-on-despite-not-getting-any-calls-during-that-time

From what I understand, the message can appear when the system attempts to send an alert to the agent's station but doesn't receive a response (for example due to browser tab sleeping, network issues, etc.). Curious if this might be related to what you are seeing.

------------------------------
Phaneendra
Technical Solutions Consultant

Hello all,

I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following:

Why This Happens:

• The system maintains the agent's queue status during outbound calls
• Unlike inbound ACD calls, outbound calls don't automatically change queue status
• This is by design to allow agents to remain available for inbound routing

Options for Agents:

• Stay on queue: Continue to receive ACD calls during outbound calls
• Go off queue manually: Prevent ACD calls during outbound calls
• Use status changes: Manage availability through status updates

Best Practices:

• Agents should manually go off queue if they don't want to receive ACD calls
• Use appropriate status changes for outbound call campaigns
• Consider workflow impact when deciding queue status

The warning message is a built-in notification to remind agents that their queue status remains active during outbound calls, unlike inbound ACD calls which automatically manage their status.

Hello all,

I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following:

Why This Happens:

• The system maintains the agent's queue status during outbound calls
• Unlike inbound ACD calls, outbound calls don't automatically change queue status
• This is by design to allow agents to remain available for inbound routing

Options for Agents:

• Stay on queue: Continue to receive ACD calls during outbound calls
• Go off queue manually: Prevent ACD calls during outbound calls
• Use status changes: Manage availability through status updates

Best Practices:

• Agents should manually go off queue if they don't want to receive ACD calls
• Use appropriate status changes for outbound call campaigns
• Consider workflow impact when deciding queue status

The warning message is a built-in notification to remind agents that their queue status remains active during outbound calls, unlike inbound ACD calls which automatically manage their status.

Hello all,

I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following:

Why This Happens:

• The system maintains the agent's queue status during outbound calls
• Unlike inbound ACD calls, outbound calls don't automatically change queue status
• This is by design to allow agents to remain available for inbound routing

Options for Agents:

• Stay on queue: Continue to receive ACD calls during outbound calls
• Go off queue manually: Prevent ACD calls during outbound calls
• Use status changes: Manage availability through status updates

Best Practices:

• Agents should manually go off queue if they don't want to receive ACD calls
• Use appropriate status changes for outbound call campaigns
• Consider workflow impact when deciding queue status

The warning message is a built-in notification to remind agents that their queue status remains active during outbound calls, unlike inbound ACD calls which automatically manage their status.

@Jason Kleitz, is the pop-up message and the best practices you shared are just workaround while product owner is working on a fix? 

Hello all,

I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following:

Why This Happens:

• The system maintains the agent's queue status during outbound calls
• Unlike inbound ACD calls, outbound calls don't automatically change queue status
• This is by design to allow agents to remain available for inbound routing

Options for Agents:

• Stay on queue: Continue to receive ACD calls during outbound calls
• Go off queue manually: Prevent ACD calls during outbound calls
• Use status changes: Manage availability through status updates

Best Practices:

• Agents should manually go off queue if they don't want to receive ACD calls
• Use appropriate status changes for outbound call campaigns
• Consider workflow impact when deciding queue status

The warning message is a built-in notification to remind agents that their queue status remains active during outbound calls, unlike inbound ACD calls which automatically manage their status.

Hello Vincent,

I do not see anything internally about changing the function or trigger of the pop-up message, As I mentioned, it is currently working by design. I would recommend submitting an idea to the Product Ideas Lab if you would like to suggest a change in functionality.

@Jason Kleitz, is the pop-up message and the best practices you shared are just workaround while product owner is working on a fix? 

Hello all,

I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following:

Why This Happens:

• The system maintains the agent's queue status during outbound calls
• Unlike inbound ACD calls, outbound calls don't automatically change queue status
• This is by design to allow agents to remain available for inbound routing

Options for Agents:

• Stay on queue: Continue to receive ACD calls during outbound calls
• Go off queue manually: Prevent ACD calls during outbound calls
• Use status changes: Manage availability through status updates

Best Practices:

• Agents should manually go off queue if they don't want to receive ACD calls
• Use appropriate status changes for outbound call campaigns
• Consider workflow impact when deciding queue status

The warning message is a built-in notification to remind agents that their queue status remains active during outbound calls, unlike inbound ACD calls which automatically manage their status.