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  • 1.  Unexplained inbound call alert notification

    Posted 09-16-2019 14:35
      |   view attached
    No replies, thread closed.
    I've got an agent that sporadically receives the attached incoming alert notification. Not sure why, as it happens while she is connected to outbound dialer calls, the utilization setting is 1 voice with no interrupters including non-ACD calls, and her call history shows no indication of an inbound call, ACD or otherwise. My first question is - anyone know why she would be getting this alert? Secondly, even if I can't identify the root cause, how can I turn it off? It's extremely distracting to the agent as it appears while she's engaged with customers.
    #Telephony
    #Unsure/Other

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    Emily Kammerer
    Ascendium Education Group, Inc.
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  • 2.  RE: Unexplained inbound call alert notification

    Posted 09-16-2019 15:43
    No replies, thread closed.
    I don't recognize that notification. What Client interface is being used?

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Unexplained inbound call alert notification

    Posted 09-16-2019 15:52
    No replies, thread closed.
    We're using the PureCloud desktop app

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    Emily Kammerer
    Ascendium Education Group, Inc.
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    Original Message


  • 4.  RE: Unexplained inbound call alert notification

    Posted 09-16-2019 16:15
    No replies, thread closed.
    I have not been able to reproduce that particular notification, so I'm not sure exactly where it is coming from.

    That said, Utilization settings will not prevent a new DID or intercom call from alerting in an agent's client (the Include non-ACD Interactions check box just prevents them from receiving an ACD call while on a non-ACD call).

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Unexplained inbound call alert notification

    Posted 09-17-2019 09:02
      |   view attached
    No replies, thread closed.
    I've had this alert when running Salesforce lightning with PureCloud along with PureCloud desktop app.


  • 6.  RE: Unexplained inbound call alert notification

    Posted 09-18-2019 08:44
    No replies, thread closed.
    Thanks Nathan, that's really interesting. We aren't using Salesforce, but occasionally I see an error in PC about Salesforce which has always struck me as odd.

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    Emily Kammerer
    Ascendium Education Group, Inc.
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    Original Message


  • 7.  RE: Unexplained inbound call alert notification

    Posted 09-19-2019 10:10
    No replies, thread closed.
    Out of curiosity, what error are you seeing regarding Salesforce?

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    Richard Schott
    Genesys - Employees
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    Original Message


  • 8.  RE: Unexplained inbound call alert notification

    Posted 09-19-2019 14:33
    No replies, thread closed.
    Truth be told, I'm not sure. It's infrequent enough that I've just clicked through it like other misc errors. I'll try to keep a better eye out next time.

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    Emily Kammerer
    Ascendium Education Group, Inc.
    ------------------------------

    Original Message


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