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  • 1.  Deactivation of AMD for User Groups calls using remote numbers

    Posted 06-03-2024 10:06

    Dear Community!

    we have a couple of simple call enabled user groups and agents using phones of type "Remote Number".

    When a customer call reaches the user group and the call gets assigned to a user using a remote number phone, the agent needs special awareness of how to handle the call due to AMD (answering maschine detection).
    This topic was already discussed here: https://genesyscloud.ideas.aha.io/ideas/CEV-I-475

    Then the idea CEV-I-475 was merged to idea UCC-I-144: https://genesyscloud.ideas.aha.io/ideas/UCC-I-144

    From the admin repsonse it seems that the feature can already be configure by API. I am not sure if this is only for beta-enabled instances of Genesys Cloud.

    Due to the urgency I just want to ask if anyone can see this feature at any timeline for GA or if anyone know how to de-/activate this by API ???

    THANKS,

    Robert


    #Telephony

    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------


  • 2.  RE: Deactivation of AMD for User Groups calls using remote numbers
    Best Answer

    Posted 06-16-2024 22:25

    Yes, many of the features that are in beta or about to be.  Most cannot be enabled on production orgs without permission from the PM.  I would suggest opening a ticket to see if you can get it added to your ORG.  I don't see this affecting anything in production, so should not be a worry there.  Let me know if you get pushback adn I'll check with the PM for you.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 06-17-2024 02:58

    Dear Robert,

    Thanks for your reply.

    Do you know if it's possible to just activate that beta-feature and not all beta-features?

    I didn't found any API or GUI to control this feature enablement and any possibility to deactivate the feature in case of any side effects.

    BR, Robert



    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------



  • 4.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 06-18-2024 14:42

    Depends on the beta.  Like we had a UI beta on our ORG that broke several interfaces and had to turn it off.  With API's turning on Beta should not make any difference to users or your ORG.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 06-19-2024 03:07

    Hi Robert,

    uiii ... sounds not that good for a PROD system.
    So I will try to get an DEV system with activated beta features.

    BR, Robert



    ------------------------------
    Robert Herms
    Hotelplan Management AG
    ------------------------------



  • 6.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 26 days ago

    Hi Robert Herms,

    Can you please let us know , how were able to resolve as in our Japanese speaking client 50% of the calls are facing as  system seems unable to understand the live call.



    ------------------------------
    Anush Shetty
    Unknown
    ------------------------------



  • 7.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 26 days ago

    Hi Anush,

     

    you can ask your Genesys contact to activate BETA features in your production system.
    I strongly recommend to use a DEV system where you can activate BETA features and test them without any impact to production.

     

    Please post a feedback at https://genesyscloud.ideas.aha.io/ideas/UCC-I-144 that you still need that feature, so that Genesys is continue pushing the development further to GA (general/global available) state.

     

    BR, Robert






  • 8.  RE: Deactivation of AMD for User Groups calls using remote numbers

    Posted 25 days ago

    Hi Robert,

    Thanks for your suggesitons. I have updated my comments in Idea.

    Do you know if its reversible ?  Like  enable and then disable the beta functions?



    ------------------------------
    Anush Shetty
    Unknown
    ------------------------------



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