CUCM 10.x Genesys Contact Center Cloud Based

[Martin Bieak]

To All:

I am reaching out for some input on an issue that is very confusing for me.  I have two Help desk agents from a different company using our Cisco 8851 phones with Genesys Contact Center Cloud based services.  I have contact the company that the agents who they work for, for some input on how calls are being pulled back into phone queue but all I got was a run around.

Problem:

When an inbound call from the Genesys Contact Center rings to the help desk agent the agent receives the call successfully.  When the agent is on a call, has the status of unavailable, or they don't answer the calls in a timely fashion, the calls go to our front desk.  (There is an internal policy that all calls must be answered except for the help desk calls).  I was advised to increase the number of rings to 20 sec (1 ring = ~4 sec) but calls still go to the front desk.   So basically calls are not being pulled back into the call queue within the Genesys Contact Center.  These lines do not have voicemail boxes. 

Any suggestions would help.   

Thanks

[Chris Deren]

First thing to ensure is that you have busy trigger set to 1 on the extension.

Call needs to be pulled back by the ACD (Genesys), and if it does not the issue is on that side and you'll need to work with Genesys to resolve it. 

[Martin Bieak]

Chris,

Thank you for the response back.  I went ahead and changed the busy trigger to 1 as suggested.  I will monitor throughout the day to see if that does the trick. 

[Martin Bieak]

As an update on this.  There is a setting which i over looked where the line can be set to no voice mail.  It was set to default  which flagged unity to forward the call to our front desk since there wasn't a voicemail box.  Once I changed this setting to no voice mail.  The calls were being pulled back to Genesys.  

Its always the simple things that make the difference.