Genesys Cloud - Main

Hi All,

Multiple agent are reporting getting calls through the phone widget while on ACD calls. I checked Utilization and voice is set to 1 and I have "Count non-ACD calls in utilization capacity" checked. The issue cropped up about 3 weeks ago. Was something changed that I missed?

Thanks,

Patrick 

Hi All,

Multiple agent are reporting getting calls through the phone widget while on ACD calls. I checked Utilization and voice is set to 1 and I have "Count non-ACD calls in utilization capacity" checked. The issue cropped up about 3 weeks ago. Was something changed that I missed?

Thanks,

Patrick 

Are the inbound calls ACD calls or direct to the user?

Only ACD calls would be prevented from alerting the user. Direct calls alert even while on an ACD call.

Hi All,

Multiple agent are reporting getting calls through the phone widget while on ACD calls. I checked Utilization and voice is set to 1 and I have "Count non-ACD calls in utilization capacity" checked. The issue cropped up about 3 weeks ago. Was something changed that I missed?

Thanks,

Patrick 

These are calls that are going directly to the user. Prior to a couple of weeks ago they did not get alerts, this is what is confusing me. I did vote on the Idea that Jason linked, so hopefully that will be a solution to the issue. I also voted on User's status: automatic update to "busy" | Genesys Cloud Ideas Portal that was linked in that thread

Are the inbound calls ACD calls or direct to the user?

Only ACD calls would be prevented from alerting the user. Direct calls alert even while on an ACD call.

Hi All,

Multiple agent are reporting getting calls through the phone widget while on ACD calls. I checked Utilization and voice is set to 1 and I have "Count non-ACD calls in utilization capacity" checked. The issue cropped up about 3 weeks ago. Was something changed that I missed?

Thanks,

Patrick 

I agree 100% with you Patrick. About 3 weeks ago if I was on a non-ACD call and I called myself direct from ACD or Non-ACD it would go directly to my voicemail.  And Utilization and voice is set to 1.  Just confirming you're not alone, you, me and the 60+ agents that opened help desk tickets.  😂

These are calls that are going directly to the user. Prior to a couple of weeks ago they did not get alerts, this is what is confusing me. I did vote on the Idea that Jason linked, so hopefully that will be a solution to the issue. I also voted on User's status: automatic update to "busy" | Genesys Cloud Ideas Portal that was linked in that thread

Are the inbound calls ACD calls or direct to the user?

Only ACD calls would be prevented from alerting the user. Direct calls alert even while on an ACD call.

Hi All,

Multiple agent are reporting getting calls through the phone widget while on ACD calls. I checked Utilization and voice is set to 1 and I have "Count non-ACD calls in utilization capacity" checked. The issue cropped up about 3 weeks ago. Was something changed that I missed?

Thanks,

Patrick