Genesys Cloud - Main

We are finding that when we answer calls from our Outbound dialer and are on the phone with a patient we still receive calls that are being routed to our direct extension....which means the phone is ringing very loudly on our end while we are on the phone with someone else.  Is there a way to prevent this?  Meaning is there a setting or rule to create that states 'if you are on the phone with someone from an outbound dialing campaign, and someone else dials your direct extension that it gets routed directly to your voicemail'?

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Carrie Redmon
Utilize Health
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This is known behavior, sorry.  You can request an idea in https://purecloud.ideas.aha.io/ideas

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 10-01-2018 15:20
From: Carrie Redmon
Subject: Ringing while on call

We are finding that when we answer calls from our Outbound dialer and are on the phone with a patient we still receive calls that are being routed to our direct extension....which means the phone is ringing very loudly on our end while we are on the phone with someone else.  Is there a way to prevent this?  Meaning is there a setting or rule to create that states 'if you are on the phone with someone from an outbound dialing campaign, and someone else dials your direct extension that it gets routed directly to your voicemail'?

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Carrie Redmon
Utilize Health
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Thanks @Melissa Bailey! So to confirm, there is no way to prevent an incoming call from ringing in the headset of an agent while they are currently on a call with a patient from the Outbound Dialer.  that's a pretty big issue wouldn't you say?​

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Carrie Redmon
Utilize Health
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Original Message:
Sent: 10-01-2018 17:04
From: Melissa Bailey
Subject: Ringing while on call

This is known behavior, sorry.  You can request an idea in https://purecloud.ideas.aha.io/ideas

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-01-2018 15:20
From: Carrie Redmon
Subject: Ringing while on call

We are finding that when we answer calls from our Outbound dialer and are on the phone with a patient we still receive calls that are being routed to our direct extension....which means the phone is ringing very loudly on our end while we are on the phone with someone else.  Is there a way to prevent this?  Meaning is there a setting or rule to create that states 'if you are on the phone with someone from an outbound dialing campaign, and someone else dials your direct extension that it gets routed directly to your voicemail'?

------------------------------
Carrie Redmon
Utilize Health
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Hello,

if you are using a softphone you can try and turn the sounds down for chrome in volume mixer.

also make sure "count non acd call is ticket in utilization "

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Charl Strauss
SafriCloud PTY Ltd
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Original Message:
Sent: 10-04-2018 11:58
From: Carrie Redmon
Subject: Ringing while on call

Thanks @Melissa Bailey! So to confirm, there is no way to prevent an incoming call from ringing in the headset of an agent while they are currently on a call with a patient from the Outbound Dialer.  that's a pretty big issue wouldn't you say?​

------------------------------
Carrie Redmon
Utilize Health

Original Message:
Sent: 10-01-2018 17:04
From: Melissa Bailey
Subject: Ringing while on call

This is known behavior, sorry.  You can request an idea in https://purecloud.ideas.aha.io/ideas

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-01-2018 15:20
From: Carrie Redmon
Subject: Ringing while on call

We are finding that when we answer calls from our Outbound dialer and are on the phone with a patient we still receive calls that are being routed to our direct extension....which means the phone is ringing very loudly on our end while we are on the phone with someone else.  Is there a way to prevent this?  Meaning is there a setting or rule to create that states 'if you are on the phone with someone from an outbound dialing campaign, and someone else dials your direct extension that it gets routed directly to your voicemail'?

------------------------------
Carrie Redmon
Utilize Health
------------------------------