Genesys Cloud - Main

When a call is routing to an available Agent, the caller hears the queue treatment. Traditionally, during this time the caller hears ringing. Is there a mechanism to change this behavior? I get that this is to help mask RONA events, but I have a client that feels this behavior implies to callers that there is noone to immediately take their call.

Sounds like you are using Remote Number instead of a WebRTC phone.  Typically if using remote number the ringing will be heard but if using a managed station, the caller will hear music and messages.   

When a call is routing to an available Agent, the caller hears the queue treatment. Traditionally, during this time the caller hears ringing. Is there a mechanism to change this behavior? I get that this is to help mask RONA events, but I have a client that feels this behavior implies to callers that there is noone to immediately take their call.

Client is using WebRTC for the moment. They'd like the ringing to the caller instead of the music/messages.

Sounds like you are using Remote Number instead of a WebRTC phone.  Typically if using remote number the ringing will be heard but if using a managed station, the caller will hear music and messages.   

When a call is routing to an available Agent, the caller hears the queue treatment. Traditionally, during this time the caller hears ringing. Is there a mechanism to change this behavior? I get that this is to help mask RONA events, but I have a client that feels this behavior implies to callers that there is noone to immediately take their call.

Yuck! So old fashioned (ala 1980s) but if that is what they want, you can insert playing a .wav file of ringing in the flow until the call is delivered.

Client is using WebRTC for the moment. They'd like the ringing to the caller instead of the music/messages.

Sounds like you are using Remote Number instead of a WebRTC phone.  Typically if using remote number the ringing will be heard but if using a managed station, the caller will hear music and messages.   

When a call is routing to an available Agent, the caller hears the queue treatment. Traditionally, during this time the caller hears ringing. Is there a mechanism to change this behavior? I get that this is to help mask RONA events, but I have a client that feels this behavior implies to callers that there is noone to immediately take their call.

I think we might still be talking about two different things. They don't want to hear ringing the entire time, just from the moment the Agent is selected until the call is up on the Agent phone.

I'm a bit torn on the whole topic, but being someone who tries to avoid talking to agents when making test calls, I've caused some concern about dropped calls when I hang up while, to me, I'm in queue but in actuality the call is connecting to the Agent. So I kind of get their point. I also see the benefit in terms of the caller not being advised of a RONA scenario.

At the end of the day, I think it should be for each business to decide for themselves, which is what I'm hoping to figure out, but it sounds more and more like I haven't missed a setting, it just isn't there.

Yuck! So old fashioned (ala 1980s) but if that is what they want, you can insert playing a .wav file of ringing in the flow until the call is delivered.

Client is using WebRTC for the moment. They'd like the ringing to the caller instead of the music/messages.

Sounds like you are using Remote Number instead of a WebRTC phone.  Typically if using remote number the ringing will be heard but if using a managed station, the caller will hear music and messages.   

When a call is routing to an available Agent, the caller hears the queue treatment. Traditionally, during this time the caller hears ringing. Is there a mechanism to change this behavior? I get that this is to help mask RONA events, but I have a client that feels this behavior implies to callers that there is noone to immediately take their call.