Genesys Cloud - Main

Hi Community,

we are currently exploring the use of outbound campaign in one of our Genesys cloud org the "Progressive" dialing to be exact.
everything is good and working well calls are connecting to agent even though there is a slight delay for about 2-3 seconds before it actually connects the call to agent and customer but that is fine. 

but we have a scenario let's say the dialer started calling 1 customer contact for 1 agent, the customer phone is now ringing with about 20 seconds ring timeout.

during that ringing time the agent suddenly change routing status to 'off-queue' and the customer answers the call what happen is the call goes to "in-queue flow" hearing the waiting in queue hold music and we don't what that. is there a way to prevent the agent in going 'off-queue' if a dialer is in the process awaiting a response from contact?

in my previous dialer that I handle they have this capability wherein the status will go in 'Pending' state and wait for response from contact before allowing the agent to go off queue.

maybe I'm not just yet the familiar on genesys campaign configuration and I hope there is a way to do it.

#Implementation
#Outbound

------------------------------
Ernest John Nuque
Voice Network Engineer
------------------------------

I created this idea awhile ago for the same request https://genesyscloud.ideas.aha.io/ideas/OTB-I-576

Hi Community,

we are currently exploring the use of outbound campaign in one of our Genesys cloud org the "Progressive" dialing to be exact.
everything is good and working well calls are connecting to agent even though there is a slight delay for about 2-3 seconds before it actually connects the call to agent and customer but that is fine. 

but we have a scenario let's say the dialer started calling 1 customer contact for 1 agent, the customer phone is now ringing with about 20 seconds ring timeout.

during that ringing time the agent suddenly change routing status to 'off-queue' and the customer answers the call what happen is the call goes to "in-queue flow" hearing the waiting in queue hold music and we don't what that. is there a way to prevent the agent in going 'off-queue' if a dialer is in the process awaiting a response from contact?

in my previous dialer that I handle they have this capability wherein the status will go in 'Pending' state and wait for response from contact before allowing the agent to go off queue.

maybe I'm not just yet the familiar on genesys campaign configuration and I hope there is a way to do it.

#Implementation
#Outbound

------------------------------
Ernest John Nuque
Voice Network Engineer
------------------------------