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Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

  • 1.  Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-05-2022 11:49
    Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages. These improvements increase visual and usage consistency with the rest of the Genesys Cloud Admin UI.

    No functionality changes; however, the Genesys Cloud team wanted to provide a few screen shots to provide advanced clarity.

    Let us know if questions via the community post here.  Screen shots will be uploaded shortly and release target is end of year!
    #PlatformAdministration

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    Zach Brettnacher
    Genesys - Employees
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  • 2.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-05-2022 14:14
    CallRouteEx1

    CallRouteEx2


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    Zach Brettnacher
    Genesys - Employees
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  • 3.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-12-2022 16:35
    Hi Zach,

    Do you have any screenshots of what it looks like with 200 numbers assigned to a call route?
    Has that been optimized as well?

    Thanks!

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    Bert Barrez
    Sedgwick Claims Management Services, Inc.
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  • 4.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-13-2022 16:40
    @Bert Barrez,

    Here are some screenshots of my Org where I've added 200+ numbers on my call route just now.  I find it easier in the new UI, but if I were regularly managing this many numbers (or more) I'd recommend using the Public API & SDK.



    Enjoy!

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    Alan Lanteigne
    Genesys - Employees
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  • 5.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-14-2022 10:03
    Alan/Brett

    Are they ever going to add the ability to filter on the phone number associated with a route? We have customers with thousands of numbers spread among hundreds of call routes. In Support, we commonly have a customer mention an issue with a phone number but they have no idea what call route it's paired with. Yes, I realize there is likely an API that could sort it out but why not just let us filter right there like you can for names? It's never made sense why that wasn't there from the beginning. 


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    Erik Skoog
    Avtex Solutions, LLC
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  • 6.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-14-2022 10:13
    Hi Erik,

    I use the DID Numbers page to filter on a number which would show you which call route, person or phone the number is assigned to.
    Filtering in call routes wouldn't show people or stations.
    If you filter in the DID Numbers page, you can click through to the route, person or station as well.

    Bert

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    Bert Barrez
    Sedgwick Claims Management Services, Inc.
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  • 7.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-14-2022 10:23
    While I still think there should be a filter option right on that page, you make a great point. Thanks!

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    Erik Skoog
    Avtex Solutions, LLC
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  • 8.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-14-2022 10:24
    Edited by Alan Lanteigne 12-14-2022 10:38
    Great answer from Bert!  I prefer searching from the DID page since I'm never 100% sure the number is assigned to a route vs a user.  



    But, as luck would have it... the functionality you're asking about is part of this UI update.  At some point in the next 18 hours you'll see a new set of options to filter on in the Call Routes UI search box:



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    Alan Lanteigne
    Genesys - Employees
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  • 9.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-15-2022 12:36
    @Zach Brettnacher
    One thing I notice right off the bat - how do I define emergency routing?  We used to have a flow we can define in Call Routing when the Emergency is invoked.  Now it looks like I only have the option to play the Closed message in an emergency.  For groups that use Emergency routing for ad-hoc meetings, this is unusable.  The need specific messaging about the closure that is different than after hours (closed).  How do you expect to have users that counted on this previous functionality to fit into this new mold.  ​

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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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  • 10.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-15-2022 14:04
    Robert and I chatted offline and the emergency settings were visible following a browser refresh.  We will keep an eye and if any other community members are unable to see the emergency settings, please advise here.

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    Zach Brettnacher
    Genesys - Employees
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  • 11.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-15-2022 09:29
    My initial feedback is that in order to edit the call route, you have to click on the name under the Regular Routing to get the option to edit.  My initial instinct was to click on the name of the call route.  And when I try to use the edit feature in the very right hand side of the screen, it doesn't work. A side box comes up with "Call Route" and then TA-3159 under it or the TA name for any route that I pick.  There is a save and cancel button, but I can't change anything there.

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    Penny Petrie
    Camis Inc
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  • 12.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-15-2022 14:11
    Hi Penny,
    Thanks for the feedback.  I tried to recreate in my browser (Chrome) and was not able to do so.  Would you be able to provide some more details on your browser in use, etc.  If you could also try a refresh prior, that would be great.  Clearing cache may also be helpful; however, I know that this is not ideal -- we can certainly get a Care case going to help investigate in parallel.  Thx again, let me know what you find!  -Zach

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    Zach Brettnacher
    Genesys - Employees
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  • 13.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    Posted 12-15-2022 15:24
    Thanks for the reply, I refreshed my browser (chrome) and it is behaving how I would expect now!  I have two orgs and it was doing it in both, so very strange.

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    Penny Petrie
    Camis Inc
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  • 14.  RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

    GENESYS
    Posted 12-15-2022 15:27
    Glad to hear!

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    Zach Brettnacher
    Genesys - Employees
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