Genesys Cloud - Main

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

In your scenario, the second call would not be routed to the agent as they would be limited to one call is my understanding

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Hi Samuel,

We've tested this option in our test environment and the second / third etc. concurrent non-ACD calls are also reaching the agent.

Is there any info in the documentation somewhere on how to limit concurrent non-ACD calls? It seems that the setting under Utilization only takes ACD interactions into consideration.

In your scenario, the second call would not be routed to the agent as they would be limited to one call is my understanding

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

the voice capacity is only for ACD calls, so if they were on a non ACD it would drop to voicemail if you have that configured or busy if not

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Thanks Andy for your answer. Are you aware of a setting where I could configure how many calls a voice phone could receive simultaneously as internal and external non-ACD calls? So basically a similar setting but for non-ACD calls?

the voice capacity is only for ACD calls, so if they were on a non ACD it would drop to voicemail if you have that configured or busy if not

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

I don't believe that's configurable, only ACD which is under utilization 

Thanks Andy for your answer. Are you aware of a setting where I could configure how many calls a voice phone could receive simultaneously as internal and external non-ACD calls? So basically a similar setting but for non-ACD calls?

the voice capacity is only for ACD calls, so if they were on a non ACD it would drop to voicemail if you have that configured or busy if not

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Thanks Andy. Do you happen to know if there is a hard limit on non-ACD calls in the system? In other words, what is the maximum number of non-ACD-calls any agent / phone could receive?

I don't believe that's configurable, only ACD which is under utilization 

Thanks Andy for your answer. Are you aware of a setting where I could configure how many calls a voice phone could receive simultaneously as internal and external non-ACD calls? So basically a similar setting but for non-ACD calls?

the voice capacity is only for ACD calls, so if they were on a non ACD it would drop to voicemail if you have that configured or busy if not

Thanks Samuel.

"...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."

I'm particularly interested in what happens when the user is on a non-ACD call and another non-ACD call is coming in (while voice capacity counter is set to '1')?  Will the second non-ACD call be routed to the agent or not?

------------------------------
Mate Rozsits

Original Message:
Sent: 07-31-2025 05:30
From: Samuel Jillard
Subject: Non-ACD interaction / utilization hard limits?

Hello Máté,

The only way I am aware of setting the concurrent non-ACD calls is to tick the box in Utilization "Count non-ACD calls in utilization capacity"

What happens when I check the Count non-ACD calls in utilization capacity check box?

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-31-2025 05:03
From: Mate Rozsits
Subject: Non-ACD interaction / utilization hard limits?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

#Telephony

------------------------------
Mate Rozsits
------------------------------

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté

I have an additional question on this topic.  Does the blocking ACD calls from coming in when an agent is on a non-ACD call have any effect on the agent able to make an outbound call when on an ACD call?

Hello guys!

Is there any hard limit on the maximum number of concurrent non-ACD (direct dial, personal, internal) calls a user can make or receive?

Is there a way to set this up somewhere?

I couldn't find any specific info on this.

Thanks,

Máté