Genesys Cloud - Main

Hello,

I am testing in both Production and Development divisions.  When routing a new incoming call through the Production division, it routes to me successfully via a queue.  However, when I attempt to route a call to a queue assigned to me (and active), the call flow recognizes that I am in the queue and set to On Queue, however the call just sits in the queue and never transfers to me.  No other agents are On Queue during this testing.

I have the correct queue assigned and activated, I have all of the skills and languages necessary.   What else could prevent the call from routing to me from the queue?

Any insight would be appreciated!

Hello Jennifer,

A common "issue" that I've ran into (since I keep forgetting I've added my number) is that if you have your mobile number set on your agent profile, and you call into the queue from your mobile, Genesys won't ring on your agent.

It assumes you don't wanna talk to yourself :)

Hello,

I am testing in both Production and Development divisions.  When routing a new incoming call through the Production division, it routes to me successfully via a queue.  However, when I attempt to route a call to a queue assigned to me (and active), the call flow recognizes that I am in the queue and set to On Queue, however the call just sits in the queue and never transfers to me.  No other agents are On Queue during this testing.

I have the correct queue assigned and activated, I have all of the skills and languages necessary.   What else could prevent the call from routing to me from the queue?

Any insight would be appreciated!

Hello Jennifer,

A common "issue" that I've ran into (since I keep forgetting I've added my number) is that if you have your mobile number set on your agent profile, and you call into the queue from your mobile, Genesys won't ring on your agent.

It assumes you don't wanna talk to yourself :)

Hello,

I am testing in both Production and Development divisions.  When routing a new incoming call through the Production division, it routes to me successfully via a queue.  However, when I attempt to route a call to a queue assigned to me (and active), the call flow recognizes that I am in the queue and set to On Queue, however the call just sits in the queue and never transfers to me.  No other agents are On Queue during this testing.

I have the correct queue assigned and activated, I have all of the skills and languages necessary.   What else could prevent the call from routing to me from the queue?

Any insight would be appreciated!