Genesys Cloud - Main

Every Episode of the Community's Q&A Show, we try to talk about the questions and topics that interest you! Since we are gearing up for a new year, I want to ask what questions or topics you would like for us to explore? 

Our fist episode will have our favorite Pro-Services experts the Above Average Joes returning with their 30 years of knowledge to answer your questions, so feel free to drop a link to a discussion that you would like for them to go into more detail on, post a new question below, anything and everything is fair game! 

Need some inspiration? Checkout the Community's YouTube Channel to see what kind of topics we have covered previously.

Cheers,

Matt

#CommunityVideos(TAM,QA,etc.)

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Matt Lawson
Genesys - Employees
Online Community Manager
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1. What are the practical uses of Virtual Agent today?
2. Is it better to build a large, multi-function bot or to break individual functions into smaller bots and orchestrate with a inbound flow?
3. How do I get Web Messaging to show the full content of my articles including pictures and videos?
4. Can I use the Polycom *901 codes to pick up calls to a single user in a group?
5. What is the best way to populate the company directory on a Polycom phone?
6. What is a workaround for shared line appearances?
7. My Bot has 3-4 seconds of pause after the person stops speaking, but my end of voice timeout is set to 1 second.  How can I decrease that time?
8. In the User Input for the bot, there is a setting for background noise reduction that is not set.  It seems to not do anything until I set it to 0.  Shouldn't it be 0 by default?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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I sent your list over. It sounds like they want a new show segment, "Experts Stump The Experts". At least they have time to prepare!

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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 02-04-2025 22:05
From: Robert Wakefield-Carl
Subject: Q&A Show - What Are Your Questions?

1. What are the practical uses of Virtual Agent today?
2. Is it better to build a large, multi-function bot or to break individual functions into smaller bots and orchestrate with a inbound flow?
3. How do I get Web Messaging to show the full content of my articles including pictures and videos?
4. Can I use the Polycom *901 codes to pick up calls to a single user in a group?
5. What is the best way to populate the company directory on a Polycom phone?
6. What is a workaround for shared line appearances?
7. My Bot has 3-4 seconds of pause after the person stops speaking, but my end of voice timeout is set to 1 second.  How can I decrease that time?
8. In the User Input for the bot, there is a setting for background noise reduction that is not set.  It seems to not do anything until I set it to 0.  Shouldn't it be 0 by default?

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

Hey Robert!

Your questions have answers on the first episode of the Q&A Show of 2025! Check out the post here. 

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Nicole Milliken
Senior Online Community Video Specialist
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Original Message:
Sent: 02-04-2025 22:05
From: Robert Wakefield-Carl
Subject: Q&A Show - What Are Your Questions?

1. What are the practical uses of Virtual Agent today?
2. Is it better to build a large, multi-function bot or to break individual functions into smaller bots and orchestrate with a inbound flow?
3. How do I get Web Messaging to show the full content of my articles including pictures and videos?
4. Can I use the Polycom *901 codes to pick up calls to a single user in a group?
5. What is the best way to populate the company directory on a Polycom phone?
6. What is a workaround for shared line appearances?
7. My Bot has 3-4 seconds of pause after the person stops speaking, but my end of voice timeout is set to 1 second.  How can I decrease that time?
8. In the User Input for the bot, there is a setting for background noise reduction that is not set.  It seems to not do anything until I set it to 0.  Shouldn't it be 0 by default?

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

I have a question.  We use Genesys Cloud Voice and I have built an inbound flow that allows me to activate Emergency Groups to close call centers or bypass parts of our IVR if we are experiencing technical difficulties on our end.  This works for the most part, but we did experience an issue with this back in November.  There was an outage in Genesys Cloud that impacted agents ability to log in and affected API calls.  Because of this issue, I was unable to run through the flow I created to successfully close the call centers.  Are there suggestions on how to manage this particular situation, to be able to make sure calls aren't coming in and going to queues if we are unable to log into Genesys Cloud and API calls are failing?  

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Jason Tripp
Business Technology Solutions Architect
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Hey Jason- thanks for submitting your questions! Check out the answer here on the Genesys Cloud Q&A Show!

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Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Original Message:
Sent: 02-05-2025 11:02
From: Jason Tripp
Subject: Q&A Show - What Are Your Questions?

I have a question.  We use Genesys Cloud Voice and I have built an inbound flow that allows me to activate Emergency Groups to close call centers or bypass parts of our IVR if we are experiencing technical difficulties on our end.  This works for the most part, but we did experience an issue with this back in November.  There was an outage in Genesys Cloud that impacted agents ability to log in and affected API calls.  Because of this issue, I was unable to run through the flow I created to successfully close the call centers.  Are there suggestions on how to manage this particular situation, to be able to make sure calls aren't coming in and going to queues if we are unable to log into Genesys Cloud and API calls are failing?  

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Jason Tripp
Business Technology Solutions Architect
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1. Perhaps a simple question - Will Last Agent Routing work when utilizing In-Queue Email Flows? Edited: In working through an architect flow, I have discovered that Last Agent Routing is working as expected within an In-Queue Email Flow.
2. We have email routed to Genesys from Microsoft Outlook, and have an AI process reviewing and automating a portion of the emails.  Currently, we filter out emails that contain images and these route to a Agent queue for processing. However, we would like to refine our automation process and send emails that contain images that are within the sender's email signature. Is there a method via a Genesys API to distinguish the difference between an image stored in the email signature vs attached within the body of the email? Could Genesys potentially leverage image data found within the within the email header from Outlook?
3. Is there a timeout and/or a maximum time that an interaction can be paused for recording using the Secure Pause feature? 

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Christy McDaniel
Marketing Manager
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Christy, thanks for your questions! They now have answers from the experts on the latest episode of the Genesys Cloud Q&A Show episode that just released today. 

Check it out here. 

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Nicole Milliken
Senior Online Community Video Specialist
------------------------------

Original Message:
Sent: 02-10-2025 20:38
From: Christy McDaniel
Subject: Q&A Show - What Are Your Questions?

1. Perhaps a simple question - Will Last Agent Routing work when utilizing In-Queue Email Flows? Edited: In working through an architect flow, I have discovered that Last Agent Routing is working as expected within an In-Queue Email Flow.
2. We have email routed to Genesys from Microsoft Outlook, and have an AI process reviewing and automating a portion of the emails.  Currently, we filter out emails that contain images and these route to a Agent queue for processing. However, we would like to refine our automation process and send emails that contain images that are within the sender's email signature. Is there a method via a Genesys API to distinguish the difference between an image stored in the email signature vs attached within the body of the email? Could Genesys potentially leverage image data found within the within the email header from Outlook?
3. Is there a timeout and/or a maximum time that an interaction can be paused for recording using the Secure Pause feature? 

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Christy McDaniel
Marketing Manager
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Thanks Christy, Jason and Robet, I hope to cover all of these on today's show! Episode will be available later this week.

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Matt Lawson
Genesys - Employees
Online Community Manager
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