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Old School Paging for collaborate users

  • 1.  Old School Paging for collaborate users

    Posted 05-01-2020 14:26
    We have non ACD collaborate users that need the ability to page announcements withing their group. I didn't anyway to implement this in the doc.
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    Greg Barrett
    Outdoor Network, LLC
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  • 2.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 05-04-2020 18:30
    When you say "page", do you really mean play a page to an overhead paging system (old school)?

    Or do like PureConnect and have a bunch of phones go off-hook and speak to them from another phone?

    Or just type a message and have it show up in the Client UI (also like PureConnect)?

    Or just show up on a dashboard (like the Brightmetrics app from AppFoundry can do)?

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Old School Paging for collaborate users

    Posted 05-05-2020 08:02
    The want to broadcast to all phones on the system. They are all using polycom desk phones.

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    Greg Barrett
    Outdoor Network, LLC
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  • 4.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 05-05-2020 09:57
    So, basically, the PureConnect "Zone Paging" feature.

    Nothing like that in Genesys Cloud, no. I see you added an Idea for it, which would have been my next suggestion.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Old School Paging for collaborate users

    Posted 09-27-2022 13:45
    It has been a couple of years since this request but wondering if someone has come up with the ability to page a group of users.  This will most likely work in hand with call park.  Our customer is looking to either page across a group of Polycom phones or the ability to integrate to a 3rd party PA system.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 6.  RE: Old School Paging for collaborate users

    Posted 09-27-2022 14:22

    Nothing from Genesys yet but we are looking at 3rd party solutions.

     

    Regards,

    Greg Barrett | Call Center Manager
    Outdoor Network

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  • 7.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 09-27-2022 19:16
    My main question - is it BYOC-Premises (edges on prem) or BYOC-Cloud/Genesys Cloud Voice?

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 8.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 09-27-2022 19:28

    For those who have BYOC-Premises (or a hybrid organization...main point being that you have premises-based edges) you can use a device such as the SNOM PA1:

    https://www.snomamericas.com/pd/broadcasting/public-address-system/

    It gets set up as a Generic SIP Phone.

    That is not an option with Genesys Cloud Voice/BYOC-Cloud, but should work well with BYOC-Premises.



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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 9.  RE: Old School Paging for collaborate users

    Posted 09-27-2022 19:43
    They are BYOC-C with the SIP Services coming in locally but routed up to the cloud via their SBC.  So no local Edges.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 10.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 09-27-2022 19:57
    So...technically...they could provision the SNOM PA1 (or similar) on the SBC if it is local, and create a Remote phone which has a phone number that goes to the SBC, then the SBC sends that call to the PA device...in theory it would work.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 11.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 09-27-2022 16:30
    Edited by Cameron Smith 09-27-2022 16:30
    Hi Greg,

    I like difficult problems. Questions if I may

    • So does it need to be via the phone?
    • What are we paging for?
      • Is there an action required by the user?
      • or is it just information that they need to know?
    • Do you need acknowledgement of the page? 
    • Can the information be read instead of heard?
    Trying to understand if other forms of notification would be ok. For example, you could send a SMS, send a group notification, trigger a desktop notification, (future) send a workitem for acknowledgement... just trying to understand the use case a little more.

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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  • 12.  RE: Old School Paging for collaborate users

    Posted 09-27-2022 16:52
    Here is the customer's ask.  "Ideally we would want something that could provide the PA functionality that integrates with Genesys Cloud but I think our initial investigation didn't find anything. Is there any 3rd party devices that i3Vision is aware of that could provide a Warehouse PA system? We only really need the one direction but we need to be able to initiate it from multiple locations and it needs to go to all devices at the same time".  So it seems to indicate that not over the phone but to a PA System across multiple speakers, and only one way.  In the old school, the call would be parked then a page sent out to pick up the parked call.  Call Park is in community Review at the moment.  Perhaps if that PA system supported SIP trunks we could set up a SIP trunk to the PA system that auto answers.  I do like the idea of an SMS blast but not sure if this meets the customer's requirements.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 13.  RE: Old School Paging for collaborate users

    GENESYS
    Posted 09-27-2022 17:47
    So it is a PA as we know it (speakers on walls) with a notice to anyone within ear shot. Hmm. Not sure we have anything to work with.

    My thought was it might be something more appropriate for a digital communication like an SMS as you could then build on that to acknowledge receipt, acknowledge read etc etc. Also potentially offers a return path for those with questions.

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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