Genesys Cloud - Main

Hello, 

My customer ask if it is possible to mute or change the ringtone while an agent is already in communication (for queued interactions, they have a 2 capacity for voice). 
As i saw, there is one option to mute but it's effective for all interactions. 
They want to be alerted only when they are waiting because in call the sound is very disturbing.

Anyone have already this request ?
Do you know a solution that could work ? 

Thank you,
#Telephony

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Cedric
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For the Genesys built variants of the embedded clients (PureCloud for Salesforce/Zendesk/Chrome/Firefox), no, that is not an option.  Using the embeddable framework, I am aware of several developers that have put in their own logic to mute notifications programmatically based on the number/type of interactions an agent is handling, but that is custom development they have implemented based on their business logic (in their case, they want to be able to receive callback objects while on a call, and leave them held until they finish their current call; they want a callback to alert when not on the phone, but to be muted when they are on the phone).

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Richard Schott
Genesys - Employees
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Original Message:
Sent: 08-18-2020 10:24
From: Cedric Guine
Subject: [Embedded softphone] Mute ringing while already on Call

Hello,

My customer ask if it is possible to mute or change the ringtone while an agent is already in communication (for queued interactions, they have a 2 capacity for voice).
As i saw, there is one option to mute but it's effective for all interactions.
They want to be alerted only when they are waiting because in call the sound is very disturbing.

Anyone have already this request ?
Do you know a solution that could work ?

Thank you,
#Telephony

------------------------------
Cedric
------------------------------

Thank you Richard, 
I'll inform them to update audio settings programmatically based on agent handling interaction count.

Regards,

------------------------------
Cedric
Paxyl Solutions
------------------------------

Original Message:
Sent: 08-19-2020 09:41
From: Richard Schott
Subject: [Embedded softphone] Mute ringing while already on Call

For the Genesys built variants of the embedded clients (PureCloud for Salesforce/Zendesk/Chrome/Firefox), no, that is not an option.  Using the embeddable framework, I am aware of several developers that have put in their own logic to mute notifications programmatically based on the number/type of interactions an agent is handling, but that is custom development they have implemented based on their business logic (in their case, they want to be able to receive callback objects while on a call, and leave them held until they finish their current call; they want a callback to alert when not on the phone, but to be muted when they are on the phone).

------------------------------
Richard Schott
Genesys - Employees

Original Message:
Sent: 08-18-2020 10:24
From: Cedric Guine
Subject: [Embedded softphone] Mute ringing while already on Call

Hello,

My customer ask if it is possible to mute or change the ringtone while an agent is already in communication (for queued interactions, they have a 2 capacity for voice).
As i saw, there is one option to mute but it's effective for all interactions.
They want to be alerted only when they are waiting because in call the sound is very disturbing.

Anyone have already this request ?
Do you know a solution that could work ?

Thank you,
#Telephony

------------------------------
Cedric
------------------------------