Genesys Cloud - Main

Hi Adam, 

If you are using Genesys cloud, you can check if the Admin>Utilization in voice section in 1, did you check this?

It's a big problem for then everyone in Genesys Engage, Genesys Connect, and now Genesys Cloud :).

I recommend the customers don't use blind transfer for agents, use blind transfer for queue. During a transfer direct to Agent the system doesn't validate the status agent :(.

Maybe, in the Genesys Cloud, we can create a process in Script for internal transfer to Agent and validate the status agent. If you use this transfer in Flow, you can validate the status before the transfer.

Att,

Thanks Breno...

wow this sounds complicated to venture into scripting process when surely Genesys can fix this with a simple update....

It's a big problem for then everyone in Genesys Engage, Genesys Connect, and now Genesys Cloud :).

I recommend the customers don't use blind transfer for agents, use blind transfer for queue. During a transfer direct to Agent the system doesn't validate the status agent :(.

Maybe, in the Genesys Cloud, we can create a process in Script for internal transfer to Agent and validate the status agent. If you use this transfer in Flow, you can validate the status before the transfer.

Att,

Hi Adam,

 Up until quite recently, under Utilization, there was a check box for Block calls when on non-ACD call (excludes transfers). Since they've changed the location to manage agent utilization, they've also changed the available settings and that option is now gone. I am currently working on finding out where that has moved so we can manage that setting as well.. IDK if this setting would've fixed stopping all other incoming calls, but if you find the setting again, it might help you out! Best of luck! 

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Cori
Telecommunications Engineer
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Haven't ventured to the resource centre yet Carl, but I suspect it's now this:

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Vaun McCarthy
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Original Message:
Sent: 03-14-2024 14:08
From: Cori Daily
Subject: While on ACD Queue can we stop other incoming calls to agent direct work number?

Hi Adam,

 Up until quite recently, under Utilization, there was a check box for Block calls when on non-ACD call (excludes transfers). Since they've changed the location to manage agent utilization, they've also changed the available settings and that option is now gone. I am currently working on finding out where that has moved so we can manage that setting as well.. IDK if this setting would've fixed stopping all other incoming calls, but if you find the setting again, it might help you out! Best of luck! 

------------------------------
Cori
Telecommunications Engineer

Hey Vaun,

 Thanks for the reply! I was on my way here to edit my message to the OP... I'd been going over it in my head, and I had a backward understanding of that renamed function perviously. But you are correct sir, adding that check, completes the same functionality as the previously named one, assuming the max capacity is on voice is 1. 

Haven't ventured to the resource centre yet Carl, but I suspect it's now this:

------------------------------
Vaun McCarthy


Original Message:
Sent: 03-14-2024 14:08
From: Cori Daily
Subject: While on ACD Queue can we stop other incoming calls to agent direct work number?

Hi Adam,

 Up until quite recently, under Utilization, there was a check box for Block calls when on non-ACD call (excludes transfers). Since they've changed the location to manage agent utilization, they've also changed the available settings and that option is now gone. I am currently working on finding out where that has moved so we can manage that setting as well.. IDK if this setting would've fixed stopping all other incoming calls, but if you find the setting again, it might help you out! Best of luck! 

------------------------------
Cori
Telecommunications Engineer