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  • 1.  Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 25 days ago

    I am testing the ACD Transfer action and Direct Agent feature in an Architect Inbound Call flow. A backup queue has been configured for the primary queue. I have verified that the queue and user are getting set correctly on the call by the ACD Transfer action. The call is transferred to the queue while the agent is in an Available status and Off Queue, which is required for the use case. However, the agent never receives the call, as if they are unavailable. According to the documentation, the agent can be either On Queue or Available and Off Queue. Is more configuration required on the queue or the user to make this work? Any thoughts on what I may be missing?


    #ArchitectandDesign
    #Routing(ACD/IVR)

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    Steve Hairston
    Sr Principal Engineer, Cloud
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  • 2.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected
    Best Answer

    Posted 24 days ago

    I guess the main thing to check first is whether the user has the correct permission to receive the calls while Off Queue:

    Routing > Conversation > Accept Off-Queue – To accept a direct routing interaction while the direct routing agent is Off queue and Available



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    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 3.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 24 days ago

    Another thing to check also is that you have set the phonenumber on the user with api. 

    patch
    /api/v2/users/{userId}
    Look in the chapter Example patch for phone number. Set up direct routing - Genesys Cloud Resource Center


    ------------------------------
    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
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    Original Message


  • 4.  RE: Direct Agent Routing (Available and Off Queue) Is Not Working As Expected

    Posted 24 days ago

    Hi Steve,

    1. Permission: Routing > Conversation > Accept Off-Queue
    2. Agent's phone number must be tagged with directrouting via API
    etc ...
    Check if you have all the pre-requisites in place:
    link: /setting-up-direct-routing/

    Also, on the ACD Transfer action must be correctly assigning both the queue and the agent.

    Hope this helps.
    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------

    Original Message


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