Genesys Cloud - Main

Hey there, We have all our agents Auto-Answer enabled. There are instances when an agent is about to make an outbound call while being On-Queue and an incoming call comes in exactly the same time when the outbound customer answers the phone then Agent has two separate calls connected to him/here. Please note that this is not a conference. These are two different calls connected to one agent. Agent can listen to both the customers and can't concentrate on any one of them. Whereas the customers can't listen to each other. This does not happen when Outbound customer was connected before the inbound call comes in, PureCloud gives an option to accept or reject the incoming call or route it to any other agent after some time.  Expectation is, even if inbound call comes in exactly the same time when outbound customer was selected, PureCloud should give an option to accept or reject or route it to any other agent after some time.  One option I can think of is to disable Auto-Answer but this contradicts with the call center requirements.

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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -
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Was there any solution to this found? We have the same issue, and our team have found that if they try to disconnect from one call, it disconnects both. 

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Rowena Knill
Atlantis Healthcare Limited
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