Genesys Cloud - Main

We are running into issues for our non-Agent/Call Center type users that have lower volume coming to them but are business critical interactions when they do come. From what it appears, users are signing in in the morning, but may not interact with Genesys for a long stretch and are either idling out or showing offline and calls are being sent directly to voicemail. Looking for any tips on support for back office type user structure so they can have a relatively normal work environment where they are not having to constantly worry whether their Genesys status has changed, we just need calls to ring through consistently. 

#Implementation
#Omni-ChannelDesktop/UserInterface

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Trevor Hervey
IGS Energy
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Make sure that the default station is set for each user.  It should still ring their phone even if they are logged out or in a different status.  Also, you need to find out what is automatically logging them off or changing their status.  Normally, unless they are ACD agents, the status will not change on its own.   I would also ring to a group instead of users individually if you have to have a call answered.  You could even do groups for individual users to that it does not take the voicemail route so soon.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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