11.4 Call Handling Troubleshooting

• Generally, using your phone to enter these commands is recommended.  However, you can try to use the keypad provided with the Genesys Agent Desktop application. 
• If commands are not working from any phone, conference “ATS Other” and read the information to the customer.  
• Reminder: Agents must use one of the ATS conferences for the telephonic recording to be saved and sent to ECF. 

• 100% of Genesys calls are recorded. Therefore, no record button is necessary. 
• Agents must use one of the ATS conferences for the telephonic recording to be saved and sent to ECF. 

• A new process for telephonic signature is in place.  
• Training for IM workers to complete a telephonic signature is available via the learning center.   
• Process Help 1.6.8 

• When placing an outbound call, only enter the 10-digit number. 
• Entering a “1” before the dialed phone number will not complete the call. 

While getting a second call is not typical, there are circumstances under which an agent may receive a second call while they are currently on a call.

• If an agent transfers a call directly to another agent, that call will be offered to the second agent, regardless of their status in Genesys.
• If an agent makes themselves ready while they are on a call, they may receive a second call from the queue.

When a second call is offered to an agent while they are on another call, the outcome will vary based on how the agent’s phone is set up to receive a second call.

• If the agent’s voicemail picks up, it will appear as a second live interaction in agent desktop until the customer disconnects. Both calls should be available in “Genesys Interaction Recording” to confirm this outcome.
• If the agent’s phone does not have voicemail and simply rings, the agent status will automatically change to “Not Ready-No Answer.”
• If the agent’s phone delivers a busy signal, the agent’s status will automatically change to “Not Ready” (No Reason Code).