Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Set Utilization to don't receive Non ACD calls when on call

    Posted 03-21-2019 12:52
    No replies, thread closed.
    Hi everyone,

    today i have set Voice utilization to 1 ...

    But the problem is that user still receive Non ACD calls when they are on ACD calls.

    Example : they receive a call on Queue (ACD) 
    And when they are on interaction, they can still receive a call (that ring on headset) from Non ACD (Genesys or PBX direct or Direct DID number)

    How can i change that  ?

    Thanks for help
    Matt
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Matthieu Frys
    Lyreco Management
    ------------------------------


  • 2.  RE: Set Utilization to don't receive Non ACD calls when on call

    Posted 03-22-2019 03:04
    Edited by Wojciech Dzikowski 03-22-2019 03:05
    No replies, thread closed.
    Hi Matthieu,

    Did you checked "Include non-ACD conversations" field under Voice capacity in Utilization?

    Regards,

    ------------------------------
    Wojciech Dzikowski
    CGI ISMC Polska Sp. z o.o.
    ------------------------------

    Original Message


  • 3.  RE: Set Utilization to don't receive Non ACD calls when on call

    Posted 03-22-2019 08:45
    No replies, thread closed.
    As I understand it in the current solution design, Utilization settings are only followed for calls that are ACD routed interactions (routing based on a system decision).

    In other words, the Utilization rules are only leveraged when a call is being routed by an ACD Queue (system decision).   For direct calls, the decision on if/where to send the call is made by the caller (human decision) and does not leverage the Utilization settings.

    ------------------------------
    Travis McGee
    Genesys - Employees
    ------------------------------

    Original Message


Related Content