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  • 1.  SCV – Increase Agent Ring Time Before Off-Queue in Omni-Channel

    Posted 4 hours ago

    Hi everyone,

    I'm currently working on a Service Cloud Voice integration with Genesys Cloud CX, and I'm facing an issue with agent call handling in Omni-Channel.

    Context:
    When an incoming call is routed to an agent, the agent has very little time to accept the call in Salesforce Omni-Channel. As a result, the agent is quickly set to Off Queue before they can answer.

    Observation:
    I suspect this is related to the voice integration and possible network latency, which may delay the call notification on the Salesforce side compared to Genesys.

    Question:
    Is there a way to increase the ringing time / alerting timeout for agents before the system moves them to Off Queue?
    Which configuration should be adjusted on the Genesys side (e.g., Architect / routing / alerting timeout) or within Service Cloud Voice / Omni-Channel?

    Any guidance or best practices would be greatly appreciated.

    Thanks in advance!


    #API/Integrations
    #Implementation
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: SCV – Increase Agent Ring Time Before Off-Queue in Omni-Channel

    Posted 4 hours ago

    Hi Ragheb

    I'm not familiar with "Service Cloud Voice," but if it's the same as when using pure Genesys Cloud, this configuration is in the queue:



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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