Hi Team, While running dialer Udl file from the dialer server we are  getting the error  As for the Genesys Document   If you use   Microsoft SQL Server , select   Microsoft OLE DB Provider for SQL Server . If you use   Oracle , select   Oracle ... More

Hello, I am looking at the user availability for one of our agents and the Non-ACD seems off.  It is the exact amount of time that DND and Unavailable shows.  I have read some of the other questions posted by users on the very same report and Non-ACD ... More

Hi All! I need some help with the following dilema: I am currently using: IC Business Manager Pure Connect CIC 2018 R2 Patch 15. In Optimizer I created a new scheduling unit with using 45 seconds average speed of answer (I removed the the other service ... More

Since yesterday, I have call reps reporting calls coming in multiple times with the same phone number and being unable to answer the call(s).  The person is able to leave a voicemail.  It is intermittent and not every caller. An example: (5 calls from ... More

Hi there - I don't see any particular documentation on it and before I hack away at it I thought I'd see if Genesys had any recommended guidelines on overriding client forms (callback, email, etc) to allow custom automated/integrated behaviors. Basically ... More