Genesys Cloud - Main

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

#SIP/VoIP
#Telephony

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Eric Callagher
Telephony Engineer
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Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

@Eric Callagher - What you're describing sounds like it's related to what we discussed in this other thread. The outcome of that thread was to upvote this idea: Ability to restrict a hardware phone to a certain user or users

Hope that gives you hope we may see a resolution.

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

Thanks Brian - for the link.  I voted for the control idea.

  I wouldn't have thought that a user with a limited role would be able to change the phone on a whim. I'm not certain he did - and found a few others logged into other standalone phones.  It's good that once found, they can be logged out.

Now, how would I find these, proactively?  When I have like 3,000 phones?

------------------------------
Eric Callagher
Telephony Engineer

Original Message:
Sent: 03-06-2025 09:43
From: Brian Jones
Subject: Standalone Phone was logged into by CX Agent

@Eric Callagher - What you're describing sounds like it's related to what we discussed in this other thread. The outcome of that thread was to upvote this idea: Ability to restrict a hardware phone to a certain user or users

Hope that gives you hope we may see a resolution.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 03-05-2025 14:24
From: Eric Callagher
Subject: Standalone Phone was logged into by CX Agent

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

#SIP/VoIP
#Telephony

------------------------------
Eric Callagher
Telephony Engineer
------------------------------

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

For question 1), if an agent deselects their phone they can choose from the available phone list. The default is just preferred:
I don't see any permission that restricts this but in the documentation for selecting a phone, Stand-alone Phones should not appear.

Can you deselect your own phone and see if your Stand-alone phone appears in the list? If it does, maybe it's misconfigured?

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!

For question 1), if an agent deselects their phone they can choose from the available phone list. The default is just preferred:
I don't see any permission that restricts this but in the documentation for selecting a phone, Stand-alone Phones should not appear.

Can you deselect your own phone and see if your Stand-alone phone appears in the list? If it does, maybe it's misconfigured?

Hi everyone,

I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent.

Here are a few questions I have:

1. How could an agent select a phone other than their default one? Is this a glitch, or could it be an admin error?
2. Is there a way to block agents from logging into phones other than their assigned ones?
3. Is there any way to monitor or see if agents are logged into the wrong phone?

Any insights or experiences you can share would be greatly appreciated. Thanks in advance for your help!