Genesys Cloud - Main

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Brendan,

You are able to answer Group calls through the Communicate app.  Make sure that the Agent has the WebRTC phone set as their default phone.  If that is set, the agent can receive the phone calls through the communicate app when they are not logged into Genesys on a computer.  If you are still not seeing the notification through the web app, try increasing the ring time in the Group Call settings.

Thank you,

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi Jason

Thank you I have managed to get this working. 

I have however discovered another issue. I have two phones. One does not have google services and the other does. I have found that when using the phone with no google services the notifications for a call does not come up. You can see the phone is receiving something as the app responds. I can also not call the agent logged on to the phone. 

When using the phone with google services it works 100%. Do you know if google services are required as it looks like it does. 

I could only find the below requirements on the resource center and no mention off google services. 

https://help.mypurecloud.com/articles/genesys-cloud-requirements/

Regards

Brendan

Brendan,

You are able to answer Group calls through the Communicate app.  Make sure that the Agent has the WebRTC phone set as their default phone.  If that is set, the agent can receive the phone calls through the communicate app when they are not logged into Genesys on a computer.  If you are still not seeing the notification through the web app, try increasing the ring time in the Group Call settings.

Thank you,

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/