Incoming non-voice interaction alert ringtone change
|May 26, 2021
|June 9, 2021
On June 9, 2021, Genesys replaced the current sound accompanying incoming non-voice interaction alerts with a new ringtone. The new ringtone will play continuously until an agent answers or declines, or the alert timer expires.
What does this mean?
Agents will hear a new ringtone to remind them an interaction is awaiting to be answered or declined. This capability aims to reduce unanswered interactions due to alert timer expiration.
Am I affected?
If anyone in your organization handles incoming non-voice interactions, then you’re affected.
What do I need to do before the removal date?
Inform your agents the ringtone for incoming non-voice interactions will be changing.
What if I need help or have questions?
Contact My Support.