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Hello,We have run into this issue off and on since the emergency contact information was released to Genesys Cloud. First, I want to say that having the ability to store that information is great and the feature makes sense to have. However, our org does not use the feature. Normally when a feature is simply unused we will just ignore it or disable it if we can find out how to easily. But we have an issue with this and can't find a simple way to disable this. Many agents are being prompted to enter their number for emergency use, which isn't that big of a deal. However, when they enter their personal number, then another agent transfers directly to them, or attempts to call them, it will route to their personal phone. Is there a way to stop that from happening? Currently we have to delete the number for them, but this is after the agent (normally a new hire) has already received customers calling their personal cell phone, possibly in their off hours.
If you want agents to have DID's that can be called back, then there is no way to stop that behavior. Now, if calling them back on that number is not important, you could try assigning a single number to them and to a flow that routes back to a site contact. The problem with this is that it will put you out of compliance with Ray Baum for remote users. Really, there is no way to really get around this until extension reporting and dial back is in the product. The other option is to check out Bandwidth.com, RedSky, or Intrado offers for 911.
Thank you for the reply. I have been told that we don't need the emergency contact information to remain compliant. The details I never bothered with because that's not my department and I trust them to take care of that legally.
To add to your point, we don't want agents to have any way to get called directly. The call comes in from the IVR and routes to a Genesy queue and then to an agent. If the customer asks for a specific agent, the two agents communicate with each other before transferring the call. The issue is agents are promoted in Genesys to enter a phone number for emergencies. Agents enter their personal number. Then when the above occurs and a transfer is sent to a specific agent that call routes to their personal cell phone, which we do not want. We don't want agents accumulating work while off the clock at all. We disabled vm and everything so when an agent comes in they can jump on queue and not worry about catching up in the morning. Genesys forcing calls to agents personal phones at all hours is a large issue and we continually put out notices that agents should not enter a phone number in Genesys but agents will still periodically do so anyways. A way to block it from being an issue would be helpful.
How are agents aware of what number to put in there? That function only allows valid Genesys Cloud Voice numbers. You currently can't remove that number, but if they don't have a valid number, it won't let them save the emergency setting. You could place all the numbers into a Flow that gives a message about the number not working and then route to a site contact. If you don't want them taking calls after hours, why not take away Forwarding permission?
Here are a couple of ideas around this:Provide an option to display a "911 | Genesys Cloud Ideas Portal (aha.io)Prompt Agent to update emergency address | Genesys Cloud Ideas Portal (aha.io)Compliance with Ray Baums Act for agents | Genesys Cloud Ideas Portal (aha.io)Selectively disable E911 address entry | Genesys Cloud Ideas Portal (aha.io)Compliance with Ray Baums Act for agents | Genesys Cloud Ideas Portal (aha.io)
Hi Robert, Sorry for the delayed reply. In the screenshot below, agents can click the pencil beside emergency address and enter their personal cell phone number. By doing so Genesys will route all calls transferred directly to the agent to their personal cell phone. While Genesys does say it cannot verify the number it allows you to save it and activates the functionality regardless.
It might let you hit Save, but that is for that entire form. I don't see you have an address saved. Set your Emergency Address when working remotely - Genesys Cloud Resource Center (mypurecloud.com)According to the above: " If you are an agent using Genesys Cloud Voice and are working remotely, you can use the Emergency Address feature to specify your remote address as your emergency address." and "To use this feature in Genesys Cloud Voice, each agent must be assigned their own individual DID phone number."
I just edited it to add it to show in this case. I do not have this filled out for me personally, but we frequently get agents with this set up this way.
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