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Service Cloud Voice : alerting message when outbounding on behalf on a queue

  • 1.  Service Cloud Voice : alerting message when outbounding on behalf on a queue

    Posted 20 days ago
      |   view attached

    Hi,

    I am using Salesforce Service Cloud Voice with Genesys Cloud CX from Genesys and Salesforce integration. When I am On Queue, I get the following warning banner in Salesforce:

    'You may receive routed calls during this call. If you want to ensure you do not receive routed calls during this call then go off queue.'

    This happens every time I make an outbound call while my presence status is set to "On Queue - Calling on behalf of a Queue" and not when I am calling while set to Available.

    Has anyone experienced this with the Service Cloud Voice + Genesys Cloud CX setup? Is this controlled on the Genesys side or the Salesforce Omni-Channel/Presence Configuration side?


    #Integrations

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    francois-regis plagnol
    Consultant
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  • 2.  RE: Service Cloud Voice : alerting message when outbounding on behalf on a queue

    Posted 15 days ago
    Edited by Cameron Tomlin 15 days ago

    Hello Francois, 

    I have moved your post to the Genesys Cloud Main community. What you are seeing with the warning is controlled on the Genesys side. When you make an outbound call while in an "On Queue" state (such as "On Queue - Calling on behalf of a Queue"), Genesys displays this warning because the system is alerting you that you could potentially receive inbound ACD calls while on your outbound call. This is the expected behavior - the warning appears any time you're on-queue and making an outbound call. When your status is set to "Available" (which is typically an off-queue status), you don't see the warning because you're not available to receive routed calls anyway.

    If you want to control this behavior I would take a look at the Genesys Cloud Utilization settings. If you want agents to stop receiving inbound calls during outbound calls (making the warning unnecessary), you need to configure your utilization rules as follows:

    Navigate to Admin > Contact Center > Utilization (or Menu > Digital and Telephony > Interaction Assets > Utilization)
    In the Organization tab, under the Include Non-ACD column, check the box for "Count non-ACD calls in utilization capacity"
    Set your voice interaction capacity to 1

    I believe the warning would still pop but there is a feature enhancement request to suppress this warning (OPCRM-I-75) when the utilization is set correctly.  

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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