Genesys Cloud - Main

Hi everyone, 

We've recently trialled power & progressive dialling but have found that when the customer is called and they answer, they hear hold music and then the agent is presented with the call which they have to answer. Can anyone share any best practices to prevent this and just have the call connect to an available agent? If an agent is not available, shouldn't the call drop rather than go on hold?

Appreciate the help!

Andrew

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Andrew
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------Original Message------

Hi everyone, 

We've recently trialled power & progressive dialling but have found that when the customer is called and they answer, they hear hold music and then the agent is presented with the call which they have to answer. Can anyone share any best practices to prevent this and just have the call connect to an available agent? If an agent is not available, shouldn't the call drop rather than go on hold?

Appreciate the help!

Andrew

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Andrew
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You will need to go into Architect and change the default flow for In-queue flow, remove the play audio which is the hold music and replace with a blank audio lowest possible (100ms). Either way it still takes 2 seconds to connect to an agent.




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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 08-08-2018 08:08
From: Amanda Gebhardt-Keeton
Subject: Power Dialling

Good morning Andrew,

We have our outbound calls set to auto answer, allowing the call to be automatically connected to the agent instead of the agent have to select "Answer" first.

If you go under Admin-People and Permissions-People,   click on the individuals name(s) that you want to have auto answer set up for.  Go under the "Phone" tab for that individual, and there is an option to set to auto answer.

Hope this helps,

Amanda

Amanda Keeton Contact Center Manager Baker College Contact Center P: 800-469-3165

Original Message------

Hi everyone,

We've recently trialled power & progressive dialling but have found that when the customer is called and they answer, they hear hold music and then the agent is presented with the call which they have to answer. Can anyone share any best practices to prevent this and just have the call connect to an available agent? If an agent is not available, shouldn't the call drop rather than go on hold?

Appreciate the help!

Andrew

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Andrew
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