Genesys Cloud - Main

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

I think you will need to submit an Idea in the Ideas Lab...I couldn't find one already there (except for one to automatically change status that was rejected a while back...not exactly the same situation).

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-16-2020 04:11
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Hi Marcel,

Have you seen this one:

https://purecloud.ideas.aha.io/ideas/CLCOLL-I-317

​

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 01-16-2020 14:06
From: George Ganahl
Subject: Communicate User Make Busy on Group or Individual Call

I think you will need to submit an Idea in the Ideas Lab...I couldn't find one already there (except for one to automatically change status that was rejected a while back...not exactly the same situation).

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-16-2020 04:11
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Hi Paolo,

Thanks!
Yes, that one almost covers the whole bunch of questions, so I hope the extra vote (200+ now) will convince Product Management that there is a definite need to work on 'Make Busy' functionality...

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Original Message:
Sent: 01-16-2020 14:50
From: Paulo Mesquita
Subject: Communicate User Make Busy on Group or Individual Call

Hi Marcel,

Have you seen this one:

https://purecloud.ideas.aha.io/ideas/CLCOLL-I-317

​

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 01-16-2020 14:06
From: George Ganahl
Subject: Communicate User Make Busy on Group or Individual Call

I think you will need to submit an Idea in the Ideas Lab...I couldn't find one already there (except for one to automatically change status that was rejected a while back...not exactly the same situation).

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-16-2020 04:11
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Yeah, I was searching for the wrong terms and missed that one. I just found the other that was for the same thing, but rejected by Product management due to the philosophy and intricacies of how the system works.

PureConnect has a toggle in the client to turn on/off Call Waiting. If turned off, it does not allow new non-ACD calls to interrupt an ongoing call (ACD calls are controlled by Utilization).

Part of the argument is that PureCloud already shows when someone is on a call when you look at their profile:


------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-17-2020 01:10
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Hi Paolo,

Thanks!
Yes, that one almost covers the whole bunch of questions, so I hope the extra vote (200+ now) will convince Product Management that there is a definite need to work on 'Make Busy' functionality...

------------------------------
Marcel Ostendorf
Cloudoe BV

Original Message:
Sent: 01-16-2020 14:50
From: Paulo Mesquita
Subject: Communicate User Make Busy on Group or Individual Call

Hi Marcel,

Have you seen this one:

https://purecloud.ideas.aha.io/ideas/CLCOLL-I-317

​

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 01-16-2020 14:06
From: George Ganahl
Subject: Communicate User Make Busy on Group or Individual Call

I think you will need to submit an Idea in the Ideas Lab...I couldn't find one already there (except for one to automatically change status that was rejected a while back...not exactly the same situation).

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-16-2020 04:11
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Thanks @George Ganahl for looking into this!

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------

Original Message:
Sent: 01-16-2020 14:06
From: George Ganahl
Subject: Communicate User Make Busy on Group or Individual Call

I think you will need to submit an Idea in the Ideas Lab...I couldn't find one already there (except for one to automatically change status that was rejected a while back...not exactly the same situation).

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-16-2020 04:11
From: Marcel Ostendorf
Subject: Communicate User Make Busy on Group or Individual Call

Dear Community,

We have a bunch of Customers who are using Genesys Cloud Communicate licenses for their Office Users, for their personal calls, but also for Group Calls (inbound and/or internal).

The issue / question:
Right now, when a User is on a Group Call, they still get an Individual Incoming Call. When they are on an Individual Call, they still get a Group Call. And they get an additional call (although Voicemail is enabled) Alerting, when they already have one.
Avoidance of additional interactions can only be controlled by manually setting the Presence to Busy/DND (or such).

What I would like te Achieve (and maybe somebody has done already, I hope):
If a User has a Group Call or an Individual Call, their Presence should be automatically set to Busy (or there should be a 'make busy' somewhere in the background processes). Ofcourse this could be an option to be set.
Basically the customers do not want to get other 'Communicate' calls at all, when they already have one.

Do you have an idea how we can make this work?

Thanks in advance for sharing your thoughts!
#Telephony

------------------------------
Marcel Ostendorf
Cloudoe BV
------------------------------
​