Genesys Cloud - Main

How's that for a subject? :D That's the exact set of circumstances it takes to recreate this issue, though. It may be the same thing that was being described over in this other post, but that one was closed. I am able to reliably recreate the following behavior.

The scenario:

An interaction comes in through an ACD queue that has auto-answer enabled at the queue level. This interaction is answered by agent 1 who is On Queue. Agent 1 then does a blind transfer or a consult (it happens with both) to agent 2 who is in Available status and is using a WebRTC phone.

Everything on agent 2's screen looks right. The interaction pops up with the buttons to answer or reject. There's no audible alert, though. I also confirmed that this same behavior happens whether agent 2 is using the Genesys Cloud desktop app or a browser. If I turn off auto-answer in the incoming queue, agent 2 will hear an audible alert for the transfer. So I know that agent 2's audio is configured and functional.

Alternatively, I can leave the auto-answer on and have agent 2 switch to a Polycom phone. In that case the phone alerts just fine.

As a test, I made a non-ACD call to agent 1, then transferred that to agent 2 on a WebRTC phone. That alerts just fine. It's some combination of auto-answered ACD interaction and WebRTC phone that's doing it.

Am I missing something? Is this actually a bug?

#SIP/VoIP
#SystemAdministration
#Telephony
#Unsure/Other

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Dave Halderman
Business Analyst
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Hello Dave, 

That behavior is actually what is expected ANNNND here the reason why. 

When an ACD interaction has auto-answer enabled, the system is designed to not trigger an audible alert since the interaction is immediately answered. This is why you don't hear an alert when receiving the transfers of auto answered acd calls on the webrtc phone. 

How I might have an idea for a solution! This would require implementing whisper audio alerts. Even though the standard alert won't trigger with auto-answer enabled, you can configure a whisper alert to notify the agent audibly when they receive a call. 

If you want to go this route then I would recommend configuring audio alerts for your webrtc setup. This will provide the audible notification you're looking for while keeping the auto-answer functionality. 

This is not a bug but the intended behavior of the auto answer feature, auto answer interactions are designed to skip the standard alerting process since they are immediately connected to the agent. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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It alerts a Polycom phone as I would expect it to, though. Why is it only WebRTC that doesn't alert?

We use the whisper alerts for the incoming calls in the queues. Agents who are on queue are expected to have their headset on and be ready to auto-answer calls. The whisper alert won't work for agent 2. They're not on queue and may not have their headset on. They're depending on some sort of alert to let them know they have an incoming call. Any call that doesn't auto-answer should produce an alert, right? So the recipient knows to answer their phone?

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Dave Halderman
Business Analyst
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Original Message:
Sent: 09-10-2025 13:55
From: Cameron Tomlin
Subject: No audible alert when transferring auto-answered ACD interaction to WebRTC phone

Hello Dave, 

That behavior is actually what is expected ANNNND here the reason why. 

When an ACD interaction has auto-answer enabled, the system is designed to not trigger an audible alert since the interaction is immediately answered. This is why you don't hear an alert when receiving the transfers of auto answered acd calls on the webrtc phone. 

How I might have an idea for a solution! This would require implementing whisper audio alerts. Even though the standard alert won't trigger with auto-answer enabled, you can configure a whisper alert to notify the agent audibly when they receive a call. 

If you want to go this route then I would recommend configuring audio alerts for your webrtc setup. This will provide the audible notification you're looking for while keeping the auto-answer functionality. 

This is not a bug but the intended behavior of the auto answer feature, auto answer interactions are designed to skip the standard alerting process since they are immediately connected to the agent. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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We have a similar scenario where agents not having their headsets on and in need of a inbound sound/alert. 
Best way we have solved this is by having agents to configure the Audio Device Profile in GC Desktop app and changing the output device for alerts to be the built in computer speaker. 

Regarding Whisper alert won't work for agent 2, is it a wireless headset? We had similar problems, but due to too short whisper audio prompt and hence headset did not have time to wake up and play the prompt. Genesys Engaged had "Workspace Desktop Edition" ringing-audio was our solution with its 2,5 seconds prompt \o/ and is a substitute to Engage Config for WaitTimeToAnswer between calls. 

Note to self: must shorten whisper audio when Agent Greeting is available 

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Kristoffer Kjoes
Change Engineer
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Original Message:
Sent: 09-10-2025 14:07
From: Dave Halderman
Subject: No audible alert when transferring auto-answered ACD interaction to WebRTC phone

It alerts a Polycom phone as I would expect it to, though. Why is it only WebRTC that doesn't alert?

We use the whisper alerts for the incoming calls in the queues. Agents who are on queue are expected to have their headset on and be ready to auto-answer calls. The whisper alert won't work for agent 2. They're not on queue and may not have their headset on. They're depending on some sort of alert to let them know they have an incoming call. Any call that doesn't auto-answer should produce an alert, right? So the recipient knows to answer their phone?

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Dave Halderman
Business Analyst
------------------------------


Original Message:
Sent: 09-10-2025 13:55
From: Cameron Tomlin
Subject: No audible alert when transferring auto-answered ACD interaction to WebRTC phone

Hello Dave, 

That behavior is actually what is expected ANNNND here the reason why. 

When an ACD interaction has auto-answer enabled, the system is designed to not trigger an audible alert since the interaction is immediately answered. This is why you don't hear an alert when receiving the transfers of auto answered acd calls on the webrtc phone. 

How I might have an idea for a solution! This would require implementing whisper audio alerts. Even though the standard alert won't trigger with auto-answer enabled, you can configure a whisper alert to notify the agent audibly when they receive a call. 

If you want to go this route then I would recommend configuring audio alerts for your webrtc setup. This will provide the audible notification you're looking for while keeping the auto-answer functionality. 

This is not a bug but the intended behavior of the auto answer feature, auto answer interactions are designed to skip the standard alerting process since they are immediately connected to the agent. 

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator

I've had an open ticket on this since the Queue level auto-answer was released.  Only updates are "were working on it".  This behaviour is not exhibited if you enable auto answer on a per-agent basis. 

Daniel, I want to make sure I am understanding you correctly, if we remove the queue auto answer option and assign it at the agent level, this issue will not continue? 

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Brittany Powell
Senior Technical Product Manager
Keesler Federal Credit Union
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Original Message:
Sent: 09-16-2025 09:30
From: Daniel Bergland
Subject: No audible alert when transferring auto-answered ACD interaction to WebRTC phone

I've had an open ticket on this since the Queue level auto-answer was released.  Only updates are "were working on it".  This behaviour is not exhibited if you enable auto answer on a per-agent basis. 

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Daniel Bergland
Telecom Engineer
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Correct.
We have auto-answer assigned to our agents on the Auto Answer tab inside the People configuration.  It is disabled in the Queue configuration.
When configured this way an ACD call that was auto-answered and then transferred, will ring/alert the transfer target. 
When we enabled it at the Queue level, it would only ring the transfer target if they had a physical device (Polycom Phone) selected as their phone. 
We do experience issues with the Agents auto-answer stopping completely with this setup.  When this happens the agent gets no audible alert of a call, they must watch their screen to see when a call is coming in. The work around is to either wait overnight (doesn't always correct the issue) or to delete their WebRTC phone and rebuild and assign it.  We have not seen this happen when using Queue level Auto Answer, although I have not done enough testing to verify due to the no alert issue when using that.