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  • 1.  Non Agent Configuration

    Posted 06-17-2020 14:21
    No replies, thread closed.
    Up to this point, all our users have been setup as an agent to take ACD calls.

    We are now adding non agent people (business user?) to the system and they will use a desk phone or the web rtc phone.

    What roles will these users need to be able to make and take calls, receive dial by extension calls and retrieve voice mail?

    Thanks
    #Telephony

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
    ------------------------------


  • 2.  RE: Non Agent Configuration
    Best Answer

    Posted 06-17-2020 14:31
    No replies, thread closed.
    employee and Communicate-User

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Non Agent Configuration

    Posted 06-17-2020 14:42
    No replies, thread closed.
    Thanks George,

    This was my suspicion but I'm not getting the results I expect.

    If someone calls the toll free number and at the dial by extension prompt they enter an extension, if the user is not logged in, it takes the caller to the voice mail box. If the user is logged in, the extension is not recognized. Is this expected behavior?


    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
    ------------------------------

    Original Message


  • 4.  RE: Non Agent Configuration

    Posted 06-17-2020 15:09
    No replies, thread closed.
    George, Disregard my last message, perhaps the user was not fully provisioned in the system as it is now working

    Thanks

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
    ------------------------------

    Original Message


  • 5.  RE: Non Agent Configuration

    Posted 06-17-2020 15:15
    No replies, thread closed.
    Oh, ok. It didn't sound normal, but I wanted to check a couple of things first. Glad you got it worked out.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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