Genesys Cloud CX

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  • 1.  Best options for C-Suite and Exec admins

    Top 25 Contributor
    Posted 01-12-2022 10:48
    We are moving away from our on Prem Avaya pbx.  Everything with Gen Cloud has worked fairly well so far, but there seems to be a gap with stand alone phones and features.  What is best option for Exec and assistant where the assistant has the option to prescreen calls before "handing off" to exec.  We are also really disappointed that voicemail does not work with stand alone phones.  It appears that the exec has to be logged in at all times, which will be interesting to see if this works out.  Anybody out there have suggestions or can share how they set up the c-suite phones?
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #SystemAdministration

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    Clayton Curtis
    Enova Online Services, Inc.
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  • 2.  RE: Best options for C-Suite and Exec admins

    Posted 01-18-2022 00:13
    Ahhh!  The illusive shared line appearance.  Don't we all wish there was something like that in Genesys Cloud - for about 10 years now!  Head over here to vote on it:  https://genesyscloud.ideas.aha.io/ideas/UCC-I-120.

    Maybe your vote will tip the scales and we will get some traction on this sorely missed feature.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Best options for C-Suite and Exec admins

    Posted 02-13-2022 04:03
    Dear @Clayton Curtis ​,
    Is it possible to contact You and get some details about "moving project", how You are using the "stand alone phones"  and what features You are implementing for the "office workers"
    About "Exec and assistant" option:
    For my mind, the "simplest: way is to implement the following scenario:
    1. All calls to the "Exec" are coming to the "Attendant script" that checks the state of the "assistant" and if he is "Available" the call is transferred to him, if not - directly to the Exec" (or some other destination according to Your decision)
    2. The "assistant" answer the call and if needed he transfers the call to the "Exec" (if needed, possible to use "script" with "transfer" button), also, before "transfer" the "assistant" can contact the "Exec" (internal call/chat/....)

    I tried to implement this in my lab, for my mind, it's working



     


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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
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  • 4.  RE: Best options for C-Suite and Exec admins

    Posted 02-13-2022 18:12
    Yes, you are correct that Genesys Cloud CX does not have the standard PBX features like shared line appearances and voicemail boxes.  While there are work-arounds, they are still not the same as what Avaya, Cisco, and Nortel systems had.  This is not just Genesys, but just about any CCaaS solution and even most UCaaS products are lacking in this area.  There are many ideas for these:

    Shared Line Appearance | Genesys Cloud Ideas Portal (aha.io)
    Option for Voicemails alerts for a | Genesys Cloud Ideas Portal (aha.io)

    As for the shared line, the ability to use Group Ring usually fixes 60% of that issue.

    Also, you can use a Buddy Button on the Polycom phone and use the *90x features to do pickup.

    As for the logged in issue, you can always have the phone set to ring if not logged in by having that phone assigned as the officer's default phone:  Assign a default phone - Genesys Cloud Resource Center (mypurecloud.com)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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