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  • 1.  Groups feature

    Posted 05-30-2019 01:47
    HI all,

    Has anyone had any trouble when using the Groups feature for dialling (opposed to a queue), when having the 3 options of the following:
    1. Broadcast
    2. Sequential
    3. Rotary

    When trying to change from Broadcast to Rotary, and saving, it automatically switches back to Broadcast.
    Is there a known fault? I have followed the step by step action to set up and still keeps doing it.

    Thanks
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

    ------------------------------
    Luke Humphries
    Coal LSL
    ------------------------------


  • 2.  RE: Groups feature

    Posted 05-31-2019 13:36
    I am experiencing the same issue.  I am unable to save either Rotary or Sequential - the Call Route Type always saves as Broadcast.  

    -Zach

    ------------------------------
    Zach Munsey
    Hopelink
    ------------------------------



  • 3.  RE: Groups feature

    Posted 06-03-2019 09:34
    I have the same problem from the last week. I opened a case but did not hear back so far. Anyone had any progress on this?

    Nikolay

    ------------------------------
    Nikolay Moiseykin
    Maestro PMS
    ------------------------------



  • 4.  RE: Groups feature

    GENESYS
    Posted 06-03-2019 09:50
    My org is a little different--I have a group that is Sequential, and I cannot change it to anything else.

    Looking at the PATCH in the browser's Network log (HAR file, opened in Google HAR analyzer, see the Resource Center for directions on how to get the log and read it):
    {
      "group": {
        "id": "b7d66454-935b-4d90-965d-47514adf8556",
        "name": "Sales",
        "selfUri": "/api/v2/groups/b7d66454-935b-4d90-965d-47514adf8556"
      },
      "enabled": false,
      "groupAlertType": "SEQUENTIAL",
      "rotateCallsSecs": 12,
      "sendEmailNotifications": false,
      "stopRingingAfterRotations": 10
    }​

    It appears to send the previously-configured type rather than the new one selected in the drop-down. 

    Keep working with Support. It looks like a bug as far as I can tell.

    ------------------------------
    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 5.  RE: Groups feature

    GENESYS
    Posted 06-06-2019 10:01
    Hi Luke,

    We were lucky enough to have PureCloud expert @George Ganahl analyze your question and provide a walkthrough on the most recent episode of the PureCloud Community Q&A Show. Hope this helps!

    ​​​
    ​

    ------------------------------
    Cole Callahan
    Genesys - Employees
    ------------------------------



  • 6.  RE: Groups feature

    Posted 06-20-2019 15:13
    I just ran into this almost a month later.

    You can edit this via the API and do so easily with the API explorer:
    https://developer.mypurecloud.com/developer-tools/#/api-explorer

    On the left side, find Voicemail > Groups > PATCH Update a group's voicemail policy

    You'll need the group id. The other information is easy to match up with what you enter in the UI.

    The request body will look something like this:
    {
    "name": "Sales",
    "enabled": true,
    "sendEmailNotifications": false,
    "rotateCallsSecs": 15,
    "stopRingingAfterRotations": 10,
    "overflowGroupId": "",
    "groupAlertType": "ROUND_ROBIN"
    }

    The groupAlertType is the Call Route Type and the align with the UI values as follows:
    broadcast = "RANDOM"
    sequential = "SEQUENTIAL"
    rotary = "ROUND_ROBIN"


    ------------------------------
    Thanks,
    Daniel
    ------------------------------



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