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

    Posted 20 days 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
    Best Answer

    Posted 20 days 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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