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  • 1.  Working Faxes and Calls At Same Time With Media 2 License

    Posted 09-30-2022 11:47
    Bear with me, I am getting a crash course on Genesys.  Hoping this is a basic answer, but my searches were failing to find an answer.

    If someone has a Media 2 license and they have All/Callback and E-mail (Fax's in our case) should they be able to work E-mails, and also still take calls?  The person who has the license can only do one or the other.
    #Telephony

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    Jon Mercer
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  • 2.  RE: Working Faxes and Calls At Same Time With Media 2 License

    Posted 10-05-2022 11:03

    Hi Jon - The license will allow them to work both media types but you'll need to play with the ACD Utilization to allow them to have both 1 email and 1 call/callback at the same time.  You can update that either in the Workgroup container as shown below, and the agent will then inherit.  Or you can also update the ACD Utilization in the User container.


    More info here: https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/workgroup_user_acd_utilization.htm



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    Raymond Hicks
    Sutter Health
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  • 3.  RE: Working Faxes and Calls At Same Time With Media 2 License

    Posted 10-05-2022 11:35
    Thanks, if someone is part of multiple workgroups, will that cause conflicts?  I am guessing so, but want to make sure.   An example is these.



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    Jon Mercer
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  • 4.  RE: Working Faxes and Calls At Same Time With Media 2 License

    Posted 10-05-2022 14:01

    That is a fairly common configuration, gets complicated but doesn't cause conflicts.  If you peek at the User container for an agent that is a member of those multiple workgroups you'll see how the Utilization by media type and workgroup stack up.



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    Raymond Hicks
    Sutter Health
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  • 5.  RE: Working Faxes and Calls At Same Time With Media 2 License

    Posted 10-05-2022 14:14
    Ours is mostly like yours, though the max assigns are all 1.  There is a couple calls that are 100%, but the rest are 95%



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    Jon Mercer
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  • 6.  RE: Working Faxes and Calls At Same Time With Media 2 License

    Posted 10-06-2022 17:05

    I don't see any conflicts in your config.  An agent could be assigned one 95% call/callback from Queue_A, and one 5% fax/email from Queue_B concurrently.



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    Raymond Hicks
    Sutter Health
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