Genesys Cloud - Main

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Not yet. Development is starting on that feature, and you can track info in the Ideas Lab
https://purecloud.ideas.aha.io/ideas/CLINB-I-454

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Hello,
Thank you very much for your reply.
I put the source files on a local tomcat and I call the index.html from an integration in purecloud.
Unfortunately, I have an error on my browser

"ReferenceError: require is not defined"

Looking in the main.js, the line "const platform Client = require ('platformClient');" is problematic.

It would be a node.js vs browser problem (according internet searches)

Do you have any idea about this?
Currently I can see the application page displayed, but the wheel is spinning.

Thank you for your help !

Antoine


------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Hello,



------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Original Message:
Sent: 03-12-2020 06:43
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

You would probably get a better response and more help by posting your questions in the forum at the Developer Center, https://developer.mypurecloud.com

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 03-12-2020 11:01
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I found a solution by adding the parameterclient.setAccessToken ('youaccesstoken'); in the main.jsI was able to access the page and assign an email.However, I have some stability problems, the error page with the information (we did not recognize your URL) appears from time to time and the email is still assigned to the same person for now.Regards,Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 06:43
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Antoine,

I assume you created an Implicit Grant OAuth client in Genesys Cloud Admin->OAuth.  Please make sure that as part of the configuration of that OAuth client that you put the correct, full URL in the Redirect URI list.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-12-2020 11:01
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I found a solution by adding the parameterclient.setAccessToken ('youaccesstoken'); in the main.jsI was able to access the page and assign an email.However, I have some stability problems, the error page with the information (we did not recognize your URL) appears from time to time and the email is still assigned to the same person for now.Regards,Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 06:43
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Hello, Thanks for your feedback.

Precisely I do not know what I should put as URL at this place. 
A domain ? The url of the index file?
I don't know

Thank you


------------------------------
Antoine LETOMBE
Niji SA
------------------------------

Original Message:
Sent: 03-13-2020 10:53
From: Jim Crespino
Subject: Pull or Push Email

Antoine,

I assume you created an Implicit Grant OAuth client in Genesys Cloud Admin->OAuth.  Please make sure that as part of the configuration of that OAuth client that you put the correct, full URL in the Redirect URI list.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-12-2020 11:01
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I found a solution by adding the parameterclient.setAccessToken ('youaccesstoken'); in the main.jsI was able to access the page and assign an email.However, I have some stability problems, the error page with the information (we did not recognize your URL) appears from time to time and the email is still assigned to the same person for now.Regards,Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 06:43
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------

It should be the fully qualified URL up to and including the specific HTML page.  So something like this:

https://www.myserver.com/topfolder/subfolder/index.html

Hope that helps.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 03-13-2020 11:24
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello, Thanks for your feedback.

Precisely I do not know what I should put as URL at this place.
A domain ? The url of the index file?
I don't know

Thank you

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-13-2020 10:53
From: Jim Crespino
Subject: Pull or Push Email

Antoine,

I assume you created an Implicit Grant OAuth client in Genesys Cloud Admin->OAuth.  Please make sure that as part of the configuration of that OAuth client that you put the correct, full URL in the Redirect URI list.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com

Original Message:
Sent: 03-12-2020 11:01
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I found a solution by adding the parameterclient.setAccessToken ('youaccesstoken'); in the main.jsI was able to access the page and assign an email.However, I have some stability problems, the error page with the information (we did not recognize your URL) appears from time to time and the email is still assigned to the same person for now.Regards,Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 06:43
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I finally solved my problem with the addition of the line "client.setEnvironment (platformClient.PureCloudRegionHosts.eu_west_1);"
Indeed, my org is in .ie.

I now have another problem.
I come across a Genesys page telling me that my URL is not good. ("We did not recognize your URL")
I did create an Oauth on PureCloud side and put informations in the main.js.

Any idea for this problem ?

Thanks !
Antoine

------------------------------
Antoine LETOMBE
Niji SA

Original Message:
Sent: 03-12-2020 02:52
From: Gareth James
Subject: Pull or Push Email

There is a PureCloud cherry picking app available on Github here: https://github.com/PrinceMerluza/purecloud-email-cherry-picking-app

This uses the Analytics API to manually query for email conversations that are in a hard coded queue. If you setup a new "Parking" queue, then replace the id of your queue with the one in the code. You'll also have the change the analytics query to remove the email dimension or replace it with voice so that it looks for voice conversations that are parked.

When the agent clicks the "Assign To Me" button, this sample code performs a replace participant API request to replace the queue participant with the agent participant. I'm told that may affect reporting, so you may want to look at performing a transfer to the agent instead.

When an agent wants to park a call, they will have to manually transfer the call to the parking queue and you can have an in queue flow that plays hold music while the caller parked. It might be a good idea in the flow to check that the caller isn't parked for too long (or indefinitely) and perhaps use last agent routing or just route them out to anyone available if they are parked for an extended period of time.

Last thing, this was meant to be used for a group of agents to cherry pick emails from a queue. You'll most likely want to filter the items in the queue to only show that specific agent their parked call. The JSON from the Analytics API should show the last agent as a disconnected participant, so you can use that to filter out just their parked call(s).

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 03-11-2020 10:34
From: Antoine LETOMBE
Subject: Pull or Push Email

Hello,

I would like to know if it is possible to do email picking in a queue.
In summary, have a list of pending emails and assign them
I would like to do pull, not push.

Thanks !

Regards,

Antoine

#Routing(ACD/IVR)

------------------------------
Antoine LETOMBE
Niji SA
------------------------------