I want to add a Polycom 331 sound point phone to our Genesys cloud setup. I see tons of settings to set for the genesys cloud side of things, but hardly anything at all about what goes into the phones. I know this is probably documented somewhere else, ... More

I have  a call center using the salesforce integration and seem that few of the agents will occasionally have more then 1 WebTRC popup , and have 1 time it went up to 5 pop up . not sure how I can troubleshoot or work on this issue . never seen this before ... More

I see that Genesys encourages customers to use the web messaging vs the web chat and we have in fact set it up that way.   However we are not thrilled with how  it is displayed to the customer on the page ( just a small icon).   Is there a way to further ... More

All -  I doubt there will be any change from this - but I've been getting this feedback from my web chat agents and thought I would share it here -   Since this summer's PureCloud update: In the past, when we lost the content of a chat, we could click ... More

All. While we are on call, we could able to see that we can initiate a call by using plus sign as shown in the below screen shot. Can someone please share us the if there is ant link available to go through the functionality of this feature. #Omni-ChannelDesktop/UserInterface ... More

I was looking at my calendar last week and I realized that we're already in Q4 of 2022. I can't imagine how quickly time went by – I guess most you can relate. As the saying goes, time flies when you're having fun (of when you got a lot of stuff to do ... More

There appears to be a restriction of no more than 6 filters that can be applied to a Content Search #Qualitymanagement #SpeechandTextAnalytics  . So if you add say 5 specific queues you want to filter by and then filter by say Sentiment score < 0, ... More

At the moment, there is no option to assign DID numbers/Range to a call flow, so there is lot of manual effort to add each number. Is there a better way to do this through APIs or automation ?? . Any suggestion is much appreciated. #SIP/VolP ------------------------------ ... More

Hi everyone, We have some doubts related to WFM configuration and work plan rotations use that we are going to mention in different theads so as not mix them. First one, our Customer has this scenario in which each Agent has up to 3 different work ... More

Hi All, Currently the flow size of our message is high. Since there is no options like calling one message flow from another message and also event handling is just either disconnect or transfer to queue. we have to incorporate everything on one message ... More

Hi Everyone, I'm working with a script and we have some problems to validate a value entered using 'Input script' element. Accordng documentation we could use Mathjs functions using dynamic variables, however I was unable to run the function i believe ... More

Hello everyone I am trying to identify a client's response to an agentless outgoing message, in order to route to specific queues or agents. The sending of messages is done with the API mentioned in this article. https://help.mypurecloud.com/articles/agentless-whatsapp-notifications/ ... More

Hi, We have recorded a hold-music, that contains some information, but we would like to only have that on one specific In Queue flow. As hold-music has its on setting and action, i wonder if the special message hold music would overwright the other holdmusic ... More

Hello, I am hoping someone can answer a question to what may seem obvious regarding queue routing and call flow configuration.  We primarily use skill based routing with the priority set on the Transfer to ACD action in Architect as well as having the ... More

Hi, We have a setup with 2 sites each has 2 standard premise edges. Lately with increased user start seeing this warning under phone management. " This phone's site,  needs an additional in-service Edge for redundancy. Verify the site's phone Edge ... More

Hi all, When using the Desktop client(haven't tried web browser), when I attempt to add or rearrange call rule sets on the campaign I'm seeing error an error message in the client stating too many requests: From my tests, changing one of six rule ... More

Do agents have to be logged into Genesys queue to take calls that come into a Group that had Enable Calls selected? One of the options in the call flow is to Transfer to a Group ,agents who are off queue are getting these calls to is this normal behavior? ... More

So I know we can't change skill names And from a previous discussion it sound like this is because the name is referenced by flows, webchat etc. ( https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=b623882a-336c-4644-a359-3310494bb4ef&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer ... More

I'm setting up scripting and want the ability to go back to the last page. I'm currently creating several extra pages to do this and creating a button on each to go back to the last page it was on but using that specific page title. Having it set to go ... More

The following regions will be enabled for our new feature; Single Customer View this evening at the following times:  Mon 26th Sept   EUW2 (London) at 19:00 UTC+1 Mon 26th Sept EUC1 (Frankfurt) at 20:00 UTC+1 Mon 26th Sept EUW1 (Ireland) ... More