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Prevent New Inbound Calls When the Caller Disconnects Before the Operator Answers

  • 1.  Prevent New Inbound Calls When the Caller Disconnects Before the Operator Answers

    Posted 3 hours ago

    When an incoming call is received and the external caller disconnects before the agent answers, the interaction transitions back into the queue. In this situation, I believe it is possible for another call to be delivered to the same operator (OP) immediately afterward.

    With the CRM system we use, it can be problematic if another inbound external call is delivered immediately after a previous incoming call. If the caller disconnects after the agent has answered, the agent transitions to a wrap-up state, so another inbound call is not delivered right away.

    However, when the caller disconnects before the agent answers, is it possible to configure the system so that the agent transitions to a state such as wrap-up, or another state thatPost prevents them from immediately receiving another inbound call?

    It does not necessarily have to be the wrap-up state, as long as there is a way to prevent the agent from receiving another inbound call immediately.

    Thank you in advance for your assistance.


    #Uncategorized

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    Kei Suzuki
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  • 2.  RE: Prevent New Inbound Calls When the Caller Disconnects Before the Operator Answers

    Posted 2 hours ago
    Edited by Phaneendra Avatapalli 2 hours ago

    Hi Kei,

    From my understanding there is no native way in Genesys Cloud to automatically place an agent into a buffer state when a caller abandons during the alerting phase before the agent answers. Since the agent never connected, After Call Work does not trigger and the agent returns immediately to available.

    However a cleaner approach than a full custom integration would be to use Genesys Cloud Triggers combined with an Architect Workflow. You could create a trigger on the v2.detail.events.conversation.{id}.customer.end topic with conditions to detect that the conversation ended while still alerting meaning the agent never connected and then invoke a workflow that sets the agent to Not Ready via the routing status API for a defined cool-down period before returning them to available.

    For the workflow:

    Step 1- Set Not Ready:

    PATCH /api/v2/users/{userId}/routingstatus with body {"status": "NOT_ROUTING"}

    Step 2- Wait for cool-down period (configurable delay in the workflow)

    Step 3 - Set back to Idle:

    PATCH /api/v2/users/{userId}/routingstatus with body {"status": "IDLE"}


    This keeps the solution within native Genesys tooling without needing a custom application, and is more maintainable long term.

    Hope this helps!

    Reference: https://help.genesys.cloud/articles/overview-of-triggers/



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    Phaneendra
    Technical Solutions Consultant
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