Hey everyone. I am looking for any suggestions for us to not have calls ringing in our agents ears while on an ACD call. Is it possible to make an agent unavailable while in an ACD status? Is there a way to turn down in-call notifications for the Web ...

That's so interesting. I have definitely strayed away from using both platforms out of suspicion that that's what was happening. Hopefully this is something that Genesys is looking to improve in the near future. I'd love to make a connection with you ...

Hey everyone! We're excited to drop the newest episode of the Genesys Cloud Community Q&A Show that will provide you with all the details you need to know about SMS. SMS (texting) regulations are changing all the time, so much so, ...

OK, so it is my understanding that a consult transfer is essentially a new interaction, so it won't have any skills associated with it. The solution would be to create an inbound Call Flow and transfer to that instead. You would then apply the skills ...

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue. HTH ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ...

------------------------------ Aruna Devi Gyanmotay The Capital Group Companies, Inc. ------------------------------

Is there a way for the system to automatically remove inactive agents from an established work plan? When I make an agent Inactive, Genesys removes them from other pieces of the system, but they still appear in work plans that were created when they were ...

Yes, SMS setup is required. Thanks, Russ! ------------------------------ Matthew ------------------------------

Hello! https://help.mypurecloud.com/articles/create-alert-rule/ We are not finding if there is an SMS cost associated or SMS set up needed to receive SMS Alerts. Can anyone point us to information regarding the cost of SMS when using it for Alerts ...

Hi all, I just want to chime in because I have a question that kind of aligns with what you are experience and what I am trying to figure out. I have some agents telling me that they keep getting calls from their respective queues even when they don't ...