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  • 1.  "You have an answering alert" notification not always appearing for calls transfer to agent.

    Posted 03-07-2025 15:22
    No replies, thread closed.

    Agent is reporting not seeing this notification when calls are transferred to them. We did testing with them and once in a while the pop up appears but most of the time they can only tell an interaction was transferred to them is if the interaction icon tab at the bottom turns green or when in the interaction tab itself. I have not been able to replicate this on my end but I did notice a few things that the agent reported such as calls going directly to VM admittedly after a transfer despite not taking any calls and this was after finishing up another call.  

    Has anyone experience something similar with the alerts not showing all the time?


    #Omni-ChannelDesktop/UserInterface


  • 2.  RE: "You have an answering alert" notification not always appearing for calls transfer to agent.
    Best Answer

    Posted 03-10-2025 10:20
    No replies, thread closed.

    Hi Jason,

    This can be caused by multiple concurrent logins, Why do multiple concurrent Genesys Cloud logins cause problems, but if it is still happening when agents only have one session active, I would recommend raising a case with customer care.

    If its intermittent, then it maybe be worth enabling automatic log capture for agents that are experiencing it the most: Enable automatic log capture



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: "You have an answering alert" notification not always appearing for calls transfer to agent.

    Posted 03-11-2025 08:44
    No replies, thread closed.

    Hello Jason,

       I'd be interested to know what the relevant GC org's settings are for direct to voicemail presence overrides.  Docs here: https://help.mypurecloud.com/articles/define-which-presence-statuses-send-a-communicate-call-to-voicemail/

    Regards,

    Jason Wolfgang



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    Jason Wolfgang
    Product Management Senior Manager
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  • 4.  RE: "You have an answering alert" notification not always appearing for calls transfer to agent.

    Posted 03-11-2025 09:04
    No replies, thread closed.

    Look like its been working as of late now. 


    Original Message


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