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Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call

Hi Billie,

I will forward this to the blueprint author.

Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call

Thank you! Thank you! Thank you!

Hi Billie,

I will forward this to the blueprint author.

Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call

Thanks @Catherine Agnes Corpuz!

@Billie Gregory, you are certainly welcome to modify the blueprint configuration to match your operation's business needs.  They key scenario we try to prevent is taking an agent off-queue with an automated presence update.  There is a check for that already in the workflow, so if you just remove the "queueId exists FALSE" condition from the trigger itself, you may get your desired behavior.  

Regards,

Jason Wolfgang

Thank you! Thank you! Thank you!

Hi Billie,

I will forward this to the blueprint author.

Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call

Thank you! I did try this, and it helped my communicate users and started "seemingly" affecting my CG3 or CG3/Communicate combo agents. I do not have data on it yet but plan to explore it more this week and next!

I appreciate getting your thoughts soooo quickly!

Thanks @Catherine Agnes Corpuz!

@Billie Gregory, you are certainly welcome to modify the blueprint configuration to match your operation's business needs.  They key scenario we try to prevent is taking an agent off-queue with an automated presence update.  There is a check for that already in the workflow, so if you just remove the "queueId exists FALSE" condition from the trigger itself, you may get your desired behavior.  

Regards,

Jason Wolfgang

Thank you! Thank you! Thank you!

Hi Billie,

I will forward this to the blueprint author.

Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call

Afternoon. Any chance anyone knows if there is a way to NOT base the triggers for the update presence blueprint (linked below) of queueId being false but something that would also trigger a communicate user to go busy if a GC3 user calls, consults, or transfers to a Communicate user? My org is mixed Communicate and GC3. When a GC3 transfers or consults with a Communicate user, these triggers are not working, and they are constantly getting multiple calls at once. Any help would be greatly appreciated!

Update the presence of a Genesys Cloud user based upon the answer of a Communicate call