Genesys Cloud CX

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  • 1.  Field Service teams in Genesys Cloud

    Posted 08-11-2022 02:05
    We are currently exploring our security team (roaming field agents) using Genesys Cloud.

    They are dispersed across various sites and many locations/buildings on each site. They operate 24/7 and will be using a combination of physical offices and mobile devices when they are out on jobs to take calls.

    Does anyone have any examples of GenesysCloud being used by roaming workforces? Are there any work arounds to going into not responding if mobile devices drop in and out?
    #Telephony

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    Hayley Grey
    Deakin University
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  • 2.  RE: Field Service teams in Genesys Cloud

    Posted 08-22-2022 16:12
    My suggestion would be to have them use the Communicate App:
    Android: Genesys Cloud Communicate - Apps on Google Play
    iOS:  Genesys Cloud Communicate on the App Store (apple.com)

    After they load this app and log in, they will have a direct phone on Genesys Cloud.  You can use Groups to ring them sequentially or all at once.  It allows them to set status and access the directory as well as chat with others.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Field Service teams in Genesys Cloud

    Posted 08-22-2022 22:54

    If you're wanting to use ACD Queues - the Genesys Communicate app won't be of any use as it's only for non-ACD calls (direct and group calls). I believe there is an AppFoundry partner called Mobile Office that have built a custom app interface that appears to allow ACD calls.

    Otherwise if you're just using Genesys Cloud for non-ACD calls - the Communicate app *may* work. Personally I've found the Communicate app to be a little hit and miss with reliability of receiving direct and group calls - and probably wouldn't recommend it as your primary communication method.

    Sometimes the app works spot on - but other times it will actually be delayed in ringing so much that the call has already been answered or gone to voicemail by the time it appears to ring in the Communicate app - and trying to answer it becomes a fruitless exercise. Sometimes the calls won't ring on the app at all.

    At other times (especially if you're using single sign on authentication) the app will be logged out and require re-authentication - but it won't prompt/advise that the app is no longer receiving calls until you actively go and open it to see it's no longer logged in.

    Plus you can't use the app to Chat with other staff - you need to download the separate Genesys Collaborate app and sign into that separately. Then switch to the Communicate app for calls.

    If your Security operations are critical and can't afford to have calls go missing or unanswered - I'd suggest using a more robust and developed Unified Communications platform that has a single application for everything (like Teams with phone calling).



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    Jeffrey
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