Genesys Cloud - Main

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Hello Richard, 

I believe there are ways to prevent agents from interrupting other agents who are on ACD calls. Go to admin > contact center > utilization and in the org tab check "Count non-acd calls in utilization capacity" and set it to 1. 

You can also do this on an agent level, go to admin > contact center > utilization > agent tab and select the specific agents you want to configure and adjust the "Interrupted by" settings for voice interactions. 

Cheers, 

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Cameron,

This was already set in our Pre-Production environment and even when an agent was engaged on a call another agent was able to use the calls button to call that agent and interrupt the ACD call.I havent tested on an individual agent level but will do so and see if that makes any difference.

Hello Richard, 

I believe there are ways to prevent agents from interrupting other agents who are on ACD calls. Go to admin > contact center > utilization and in the org tab check "Count non-acd calls in utilization capacity" and set it to 1. 

You can also do this on an agent level, go to admin > contact center > utilization > agent tab and select the specific agents you want to configure and adjust the "Interrupted by" settings for voice interactions. 

Cheers, 

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Richard, 

Let me know if it works on an agent level. If not then I can poke/dig around and see what I can come up with. 

Cheers, 

Cameron,

This was already set in our Pre-Production environment and even when an agent was engaged on a call another agent was able to use the calls button to call that agent and interrupt the ACD call.I havent tested on an individual agent level but will do so and see if that makes any difference.

Hello Richard, 

I believe there are ways to prevent agents from interrupting other agents who are on ACD calls. Go to admin > contact center > utilization and in the org tab check "Count non-acd calls in utilization capacity" and set it to 1. 

You can also do this on an agent level, go to admin > contact center > utilization > agent tab and select the specific agents you want to configure and adjust the "Interrupted by" settings for voice interactions. 

Cheers, 

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)
------------------------------

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectureandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Hi all! 

I just had this reported to myself and found this thread in my research. I wanted to check in to see if you had any luck through a support ticket or if you just did the volume workaround? Appreciate your thoughts.

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Agree!   This issue is back on our end for one of our agents.   If history repeats it will affect others as well soon.

Hi all! 

I just had this reported to myself and found this thread in my research. I wanted to check in to see if you had any luck through a support ticket or if you just did the volume workaround? Appreciate your thoughts.

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Judith, I just went live with a customer this morning and this evening they said "I thought we had it configured so we wouldn't get calls while we are already on one". This scenario passed their UAT in the last couple of weeks! I cannot recall ever seeing this message of "Answering will place your current call on hold" and doesn't show up in any google search. This has got to be something new, maybe with the new UI...

Agree!   This issue is back on our end for one of our agents.   If history repeats it will affect others as well soon.

Hi all! 

I just had this reported to myself and found this thread in my research. I wanted to check in to see if you had any luck through a support ticket or if you just did the volume workaround? Appreciate your thoughts.

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

------------------------------
Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

------------------------------
richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

------------------------------
Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

------------------------------
richard craig
------------------------------

Hi all! 

I just had this reported to myself and found this thread in my research. I wanted to check in to see if you had any luck through a support ticket or if you just did the volume workaround? Appreciate your thoughts.

Hi Judith,

since some updates its possible to set the volume of incoming calls during another call to zero. Its in the sound options.

Best

Christoph

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-17-2025 08:12
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

Original Message:
Sent: 9/16/2025 6:39:00 AM
From: Christian Karpp
Subject: RE: Making calls to an agent who is currently engaged on a call

In short, the utilization settings are only used by ACD to decide if a call from a queue can be assigned to an agent. Utilization settings cannot be used to prevent non-ACD calls from alerting an agent.

------------------------------
Christian Karpp
Principal Implementatin, Development Consultant

Original Message:
Sent: 09-15-2025 13:42
From: Wendy Sachen
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization FAQs - https://help.mypurecloud.com/articles/agent-utilization-faqs/

• What happens when I check the Count non-ACD calls in utilization capacity check box?
• If you check the Count non-ACD calls in utilization capacity check box, Genesys Cloud factors in the internal calls between agents for calculation of agent capacity. Therefore, if the voice capacity is set to one call, and an agent is on a non-ACD call, Genesys Cloud does not route the incoming ACD call to the agent as the capacity has been reached. We are getting the alert, about a month ago it used to go directly to my voicemail.
• If agents are currently on a call, how are they notified of subsequent calls?
• When an agent is on a call, subsequent calls do not audibly alert–notifications pop in the client. If unanswered, these calls set the agent to "not responding". Agents should watch for popped notifications and, if they miss a call, should toggle back on-queue. We were getting the audible alert but have turned the volume to 0. And if they were on an ACD call, utilization capacity checked call max at 1, they are still getting an alert if another agent tries to call them.

------------------------------
WendySachen
Sr. System Administrator

Original Message:
Sent: 09-15-2025 09:53
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

They are using the interactions icon and they have been using that without an issue for almost 2 years.   Agree, if using the phone icon, that could cause that issue.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-15-2025 09:39
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Are they making the call on behalf of a queue or dialing from their phone icon? I would suspect that if they are dialing on behalf of a queue and leaving themselves in Available (not On-Queue) then, yes, this would let a call ring through from a direct dial perspective and it should have always worked like that unless someone had setup the "available" status to send a direct dial to voicemail while in that status. 

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 09-15-2025 08:57
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

In our case, our agents are on an outbound call and the call comes in and does not route to voicemail as we thought it would.   They are not on an inbound queue, but they are leaving themselves in Available to make the outbound call.   This was working until about 3-4 weeks ago.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-12-2025 09:46
From: Steven Alix
Subject: Making calls to an agent who is currently engaged on a call

Agent utilization indicates the maximum number of concurrent interactions that Genesys Cloud ACD can assign to an agent.

This setting in the utilization will not prevent a person who is already on an ACD routed call from receiving an inward direct dial call. It will prevent an ACD call from routing from a person that is currently on a non-ACD call. 

To prevent a Non-ACD call from routing to someone in the OnQueue status that might be on a call you need to set your Global Telephony Settings to set status to route a DID call to voicemail. There is a glaring unfortunate flaw in this. It will send all calls to voicemail when the agent is in that status regardless if they are on an ACD Call. At this time i'm not aware of an easy way to say, if my agent is on-Queue and also on an ACD-routed call send the DID call to voicemail.

If anyone knows a way let us know, but I do not believe we can. 

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Steve Alix
EDCi

Original Message:
Sent: 09-10-2025 13:11
From: Suzanne Mueller
Subject: Making calls to an agent who is currently engaged on a call

So, we've seen this issue crop up again too in the last couple of weeks. I wasn't sure about the reports we were receiving, but it been baffling because we too have the utilization set to not allow more than 1 interaction at a time and have the box checked for "Count non-ACD calls in utilization capacity" as well. We don't have too many departments that allow direct inbound calls to DIDs, but one particular department has been reporting this issue again recently.

I'll get a ticket open with Genesys on this... it just has been a challenge to get them to provide me examples... but I agree with @Judith Jimenez, I think this is an issue they introduced with a recent release. I wonder if it's a bug with the new Multi-Contextual Panels setup that hasn't been identified. Who knows!

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Suzanne Mueller
Contact Center Engineer Sr.
IHC Health Services, Inc
suzanne.mueller@imail.org

Original Message:
Sent: 09-10-2025 08:44
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

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Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-10-2025 08:39
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Patrick,

Do you have a screen shot of where I can find this ?. I have ahad a look on the calls icon and can see the Phone settings. I have clicked on Device Volumes, Run Diagnostics and can't see anything. 

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richard craig

Original Message:
Sent: 09-10-2025 07:46
From: Patrick Mahaffay
Subject: Making calls to an agent who is currently engaged on a call

We are having the same issue and while this doesn't solve the issue of the call not going directly to voicemail, they did push out a fix the other week where you can set the ring volume to 0 when you are already on another call. It is in the settings area of the phone widget. 

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Patrick Mahaffay
Call Center Applications Support Specialist

Original Message:
Sent: 09-09-2025 08:13
From: Judith Jimenez
Subject: Making calls to an agent who is currently engaged on a call

We recently started having this issue, it seems since a recent release, we thought that if our agent was on the phone, it should go to Voicemail and it was until recently.  Also, the agents are saying that it a rather loud ring and their customers are hearing it.  I would be interested in seeing is anyone can determine what changed and what we need to change in order to have it behave the way we want it to behave (go to VM is agent on a call).

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Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance

Original Message:
Sent: 09-08-2025 10:56
From: richard craig
Subject: Making calls to an agent who is currently engaged on a call

Is there any way that we can stop agents from making calls using the calls icon to another agent who is engaged on a call therefore interrupting that agents phone call. As these calls are made via the calls icon on the left hand side of the screen they are classed as non acd calls and are able to interrupt the agents acd call.

Is there anyway of stopping this ?.

#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface
#Routing(ACD/IVR)
#Telephony

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richard craig
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