Genesys Engage cloud (formerly PureEngage Cloud)

Latest Discussion Posts

  • Hello, To provide our customers and partners with the best experience, Genesys is constantly transforming and innovating how we can improve our customer/partner experience.  We are looking to transform and improve our Customer Care IVR and would like ...

  • Hi Kevin, We actually got this resolved with Genesys' assistance.  It was a little known secret, simple line of code or function - I do not remember exactly as my developers were the one making the change with PS' help.  We are now able conference the ...

  • Davide, Yes, using the micro pay app and masking DTMF but keeping the agent on the line.  I am no longer at that organization, so can't recall exact block details. Let me see who the last Genesys PS person was (memory fails me on this) and I will ...

  • I agree with Monique on all points. I will add that GC is more of a Hybrid PBX with ACD while PEC is a pure ACD.  In my last role, we had a new robust PBX, so there were <200 staff who needed the hybrid while 4,000 were fine with the pure ACD. On ...

  • All good Ali,  Tested with just 2 config pieces added and it works perfectly.  Agents can only Transfer/conference to numbers in favourites list, but can still call customers direct when needed.  These 2 pieces set:  privilege.teamcommunicator.can-view-all ...

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  • Hello Kenny, Should work the same way but each of your favorite(s) needs to be configured on a specific route point 1:1. Management nightmare but possible. Or use routing to figure out what kind of call it is and then play a message stating ...

  • I think I figured this one out.  How to restrict agents to only be able to use favorites for internal transfers and consultation calls.   It seems to be working anyway... :-) Use a combination of these 3:  privilege.teamcommunicator.can-use (set to ...

  • Thanks Ali,  Don't suppose you have a concept on how to allow only cold or warm transfers to favourites? :-D  Kenny ------------------------------ Kenny Lang Hutchison 3G UK Limited ------------------------------

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