Genesys Cloud - Main

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to top out contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

Hello Lee,

Welcome to the Community! Thinking off of the top of my head, you may want to try to gather up all of the emails and disconnect them using and API call. There is a lot that you can do with our API tools so I would recommend taking a look at the API Explorer.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to top out contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

ah yes this, I have seen this

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

That's it, paste the conversation ID in and click disconnect, I would look at doing something with the in queue flow though, you may be able to save yourself a heap of admin work

ah yes this, I have seen this

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Yeah I would still need to copy and past 300 ID's.... faster than what were currently doing but still not perfect.


Can you confirm if I disconnect an interaction it will still go through to the Outlook inbox?

That's it, paste the conversation ID in and click disconnect, I would look at doing something with the in queue flow though, you may be able to save yourself a heap of admin work

ah yes this, I have seen this

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

It all depends how you do it, we have office 365 and we send a copy to both the Genesys AWS address and the on premise email address, if they are there when you don't disconnect then I would say so. Genesys doesn't write back to Exchange/O365

Yeah I would still need to copy and past 300 ID's.... faster than what were currently doing but still not perfect.


Can you confirm if I disconnect an interaction it will still go through to the Outlook inbox?

That's it, paste the conversation ID in and click disconnect, I would look at doing something with the in queue flow though, you may be able to save yourself a heap of admin work

ah yes this, I have seen this

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Queue Flow is a great shout and potentially the best solution! I've been working with Gemini to create and In-Queue Email Flow..

I have however found the Get An Interaction missing from my tool box. 

I've check my permissions and I have all Architect permissions 

It all depends how you do it, we have office 365 and we send a copy to both the Genesys AWS address and the on premise email address, if they are there when you don't disconnect then I would say so. Genesys doesn't write back to Exchange/O365

Yeah I would still need to copy and past 300 ID's.... faster than what were currently doing but still not perfect.


Can you confirm if I disconnect an interaction it will still go through to the Outlook inbox?

That's it, paste the conversation ID in and click disconnect, I would look at doing something with the in queue flow though, you may be able to save yourself a heap of admin work

ah yes this, I have seen this

Its not there, its on the admin page under routing.  that's the other way, 2 windows open and then copy the conversation ID and paste it in the disconnect You might need to add it to your admin role if you don't see it.  the other option you have is to have an in-queue email flow that disconnects after X hours.  I am not sure what you are trying to target so just spit balling

Not really no, I just need to disconnect all emails waiting in the queue.  there should be a disconnect button here according the Gemini

Is there anything in the body you can search for and disconnect based on that within the flow?  I look for spam (SEO) surveys, marketing etc. plus loads of other things to remove them, also I have a table that I can add junk senders to that simply adds an external tag and disconnects

I've explored API tools and it's wrote me a python code to automate the whole process.  Not sure if I will continue down this road as it's a bit advance for me atm.  According to gemini there should be a disconnect button somewhere in Genesys?

We are currently logging on each day and spending an hour manually closing them down.. we get around 300 a day :(

We sometimes have to deal with this when there is a mail loop, I have tried the API way but I have found that going on queue, auto answer and set 5 or ?? emails at a time is quicker

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

CHEERS :D

Between you guys and Genesys I might actually get this working

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

What are you trying to achieve, no emails queueing overnight?

CHEERS :D

Between you guys and Genesys I might actually get this working

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

I'm trying to auto disconnect any waiting emails in that queue. 

What are you trying to achieve, no emails queueing overnight?

CHEERS :D

Between you guys and Genesys I might actually get this working

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

I'm trying to auto disconnect any waiting emails in that queue. 

What are you trying to achieve, no emails queueing overnight?

CHEERS :D

Between you guys and Genesys I might actually get this working

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Based on Andy's question and the flow example you just posted, can you share why you're queuing the emails in Genesys at all if you're simply going to just disconnect them?

Also, tell Gemini your flow can be simplified by only having a "Disconnect" block; i.e. cut to the chase, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-28-2025 06:32
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Good question mate, I honestly don't know lol 

So I used to be the guy who had to manually disconnect them every night at 5 haha hence why now in this position I'm looking to fix them.. 

The team who these emails are for are commercial lending specialists and they have case ownership so they use Outlook not Genesys.

I did wonder why we even let them in a Genesys queue in the first place? I think maybe so they can search for QC purposes? Not sure I'd have to check.

Based on Andy's question and the flow example you just posted, can you share why you're queuing the emails in Genesys at all if you're simply going to just disconnect them?

Also, tell Gemini your flow can be simplified by only having a "Disconnect" block; i.e. cut to the chase, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-28-2025 06:32
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Based on Andy's question and the flow example you just posted, can you share why you're queuing the emails in Genesys at all if you're simply going to just disconnect them?

Also, tell Gemini your flow can be simplified by only having a "Disconnect" block; i.e. cut to the chase, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-28-2025 06:32
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

It's for audit purposes :) 

Based on Andy's question and the flow example you just posted, can you share why you're queuing the emails in Genesys at all if you're simply going to just disconnect them?

Also, tell Gemini your flow can be simplified by only having a "Disconnect" block; i.e. cut to the chase, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-28-2025 06:32
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------

Uh, haha. Could they be more specific? Is it so they can...

• Keep track of how many emails are received a day?
• Track the senders?
• Keep a record of who is disconnecting the emails in Genesys so they can use them as a scapegoat later in a government trial 😆 My bad...somehow my system went into conspiracy theorist mode.

Whatever the case, yes, as long as those emails are routing to your queue flow you should be able to simply have a Disconnect block to immediately end them when they queue.

It's for audit purposes :) 

Based on Andy's question and the flow example you just posted, can you share why you're queuing the emails in Genesys at all if you're simply going to just disconnect them?

Also, tell Gemini your flow can be simplified by only having a "Disconnect" block; i.e. cut to the chase, haha

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-28-2025 06:32
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I've been building this with Gemini

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:28
From: Andy Jackson
Subject: Bulk disconnection email/interactions

A couple of ways, create a schedule and outside the schedule (Closed) don't allow them in (I assume you are shut overnight), or the in-queue wait XX seconds, minutes whatever and disconnect

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:24
From: Lee Elliott
Subject: Bulk disconnection email/interactions

I'm trying to auto disconnect any waiting emails in that queue. 

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:18
From: Andy Jackson
Subject: Bulk disconnection email/interactions

What are you trying to achieve, no emails queueing overnight?

------------------------------
Andy Jackson
Senior Unified Communications Engineer

Original Message:
Sent: 08-28-2025 06:14
From: Lee Elliott
Subject: Bulk disconnection email/interactions

CHEERS :D

Between you guys and Genesys I might actually get this working

------------------------------
Lee Elliott

Original Message:
Sent: 08-28-2025 06:08
From: Brian Jones
Subject: Bulk disconnection email/interactions

First, please vote for this idea when you both get a chance: https://genesyscloud.ideas.aha.io/ideas/REC-I-32

Given that idea is in "future consideration" (i.e. limbo), in the meantime we're using Apps Script to run some JSON that queries that queue to get a list of queued conversationIds, and loops through the conversation disconnect API to disconnect each of them. Here soon we'll create an Architect flow in Genesys for our admins (e.g. via a voice, email, or messaging flow) that does the same thing using data actions to make it more user-friendly. Will let you know how that goes.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 08-27-2025 11:20
From: Lee Elliott
Subject: Bulk disconnection email/interactions

Afternoon all 

I need a hand with something.  We have a queue that emails come in through, these emails are working from Outlook not Genesys.  

Currently an agent needs to turn this queue on and accept/disconnect and NRR these emails to stop our contact centre clogging up and causing chaos.  This takes 1 person around a hour as there is often 300 emails to close down.

Is it possible for myself to close all the emails down in bulk? I have all the access I need I just can't seem to do this.  

#SystemAdministration

------------------------------
Lee Elliott
------------------------------