Genesys Cloud - Main

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

Totally agree with you on this one Glenn. Have you submitted a Product Idea?
You have my vote, always wanting a better way to activate flows at a push of button rather than working my way through a maze

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

Dear Glenn

Hope you are well.

We were not able to achieve this, a possible suggested solution would be creating an inbound IVR flow with a PureCloud data action that updates the emergency status, therefore you could dial into an IVR to change the status. 

The Data Action in use is Api /api/v2/architect/emergencygroups/{emergencyGroupId}




------------------------------
Samuel Polgar
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.
------------------------------

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

Hello John

How about a dial-in option to put system in emergency mode, would that help in meantime?

------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
------------------------------

Original Message:
Sent: 10-31-2018 10:07
From: John Van De Ven
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

We have a new customer, who wants a dial-in option to activate the system in emergency mode!
Is this possible ? And how?
KInd regards
Peter

------------------------------
Peter Van Der Meij
KPN B.V.
------------------------------

Original Message:
Sent: 11-01-2018 01:34
From: Blair Wilkinson
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hello John

How about a dial-in option to put system in emergency mode, would that help in meantime?

------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd

Original Message:
Sent: 10-31-2018 10:07
From: John Van De Ven
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

I would create a flow that calls an action to the PureCloud API to toggle the true/false setting for that schedule.

------------------------------
Robert Wakefield-Carl
Avtex
Contact Center Innovation Architect
robertwc@avtex.com
------------------------------

Original Message:
Sent: 11-04-2018 11:34
From: Peter Van Der Meij
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We have a new customer, who wants a dial-in option to activate the system in emergency mode!
Is this possible ? And how?
KInd regards
Peter

------------------------------
Peter Van Der Meij
KPN B.V.

Original Message:
Sent: 11-01-2018 01:34
From: Blair Wilkinson
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hello John

How about a dial-in option to put system in emergency mode, would that help in meantime?

------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd

Original Message:
Sent: 10-31-2018 10:07
From: John Van De Ven
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

John, the API (Application Programming Interface) that Lucie references is documented at https://developer.mypurecloud.com/

It is the main programming interface people use to integrate their own applications with PureCloud.

For the Emergency functionality, you would have to write a custom mobile app or web application that sends commands to the API.

There is a thread Lucie answered on the Developer Forum that might help:

https://developer.mypurecloud.com/forum/t/custom-emergency-button-for-team-leaders/3456

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-31-2018 10:07
From: John Van De Ven
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

There are two ideas on this submitted via the Ideas Lab. We also received the same question on the Q4 Roadmap webinar on Tuesday. Below is the question and my answer

Within the PureCloud Mobile App there doesn't seem to be any admin functions. For example, we can only view queue activity however what about turning on emergency flow?

• Thank you for the feedback on the ability to turn on an emergency flow from our Mobile App. There are a few existing Ideas focused on toggling on/off a flow. Please review https://purecloud.ideas.aha.io/ideas/CLINB-I-284 and https://purecloud.ideas.aha.io/ideas/CLINB-I-348 and please vote on the Ideas and/or open a new suggestion!

As there a few ways to do this we should determine the best approach to pursue. Darryn mentioned console but it sounds like the ask would be more like can we get PureCloud to be mobile optimized for some specific functions. Making something responsive is a big effort but if we could determine which areas are of most value this can help narrow the scope.

Regards,
Don

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 11-01-2018 13:57
From: George Ganahl
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

John, the API (Application Programming Interface) that Lucie references is documented at https://developer.mypurecloud.com/

It is the main programming interface people use to integrate their own applications with PureCloud.

For the Emergency functionality, you would have to write a custom mobile app or web application that sends commands to the API.

There is a thread Lucie answered on the Developer Forum that might help:

https://developer.mypurecloud.com/forum/t/custom-emergency-button-for-team-leaders/3456

------------------------------
George Ganahl CCXP, GCA
Principal Program Manager
Genesys

Original Message:
Sent: 10-31-2018 10:07
From: John Van De Ven
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Hi Lucie,
Is this API or app already available , i could not find this in the AppFoundry ?

Greetings John

------------------------------
John Van De Ven
KPN B.V.

Original Message:
Sent: 07-18-2018 02:27
From: Lucie DeCristofaro
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

We do provide the API to turn on an emergency and it's possible to even build a mobile app to provide this functionality. PureCloud web UI is not optimized for mobile devices, however if it's a simply matter of optimizing this one page to make sure the buttons fit or you can scroll then it's something we can look into.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

I usually log into the ORG through Chrome and after authentication, check the Use Desktop option in the menu.  Then I can scroll and open submenues easily on my S9.

------------------------------
Robert Wakefield-Carl
Avtex
Contact Center Innovation Architect
robertwc@avtex.com
------------------------------

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------

Thanks @Robert Wakefield-Carl​!
I just tried the "Desktop site" from Chrome on my Huawei P9, and it worked perfectly: I can access all the admin menus , zoom in and out... same as doing from laptop. Brilliant, and perfect option to easily enable emergencies!

------------------------------
Stephane Gilbert
Pyrios NZ Ltd
------------------------------

Original Message:
Sent: 11-04-2018 17:49
From: Robert Wakefield-Carl
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

I usually log into the ORG through Chrome and after authentication, check the Use Desktop option in the menu.  Then I can scroll and open submenues easily on my S9.

------------------------------
Robert Wakefield-Carl
Avtex
Contact Center Innovation Architect
robertwc@avtex.com

Original Message:
Sent: 07-17-2018 20:59
From: Glenn C Fairhall
Subject: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

​With the recent advent of the Emergency Group function, we now have the ability to set the Contact Centre into "Emergency" mode with the press of a button on the PureCloud web portal.

I've made good use of this function in may last few installations, however my customers have asked if its possible to access this page from a smart phone if an Emergency situation occurred when they are outside of the office.

I've tried it on my iPhone using both the native Apple Safari Browser and the installed Google Chrome Browser.

In both cases I am able to access the web page and navigate to the Emergency Group in Admin, however, it appears the page is not optimised for a smart device. I can't move the screen to the far right where the activate button is, so can't activate or de-activate an emergency.

Being able to do this on a smart phone would be a useful thing... has anyone been able to achieve this? Is Genesys looking to optimise the Web Portal for use on Smartphones?

thanks



------------------------------
Glenn C Fairhall
Telstra Corporation Ltd
------------------------------