Genesys Cloud - Main

Hi 

I would like to start off by saying I do not know what Genesys did to the Genesys Cloud Resource centre. The search is not working like it use to. You use to just be able to put in a phrase and get what you want now it comes up with all kinds off things not related to what you are looking for example: Group Phone Number

Now to the issue

I require some assistance with remote agents. 

Currently we transfer the call back out to a cell number. We would like to automate this. 

I have tried the following setting up a group and routing the calls to the group. 

I see the following error Type

NoAnswerVoicemailNotConfigured

I did not configure voicemail. In this case the call did not even ring. I am logged in on the communicate app on my cell and on the Genesys Cloud PC app

Error Message 

No answer, and voicemail was not configured; sipCode='488'.

The question is why the 488 not acceptable here I am logged in on both apps

I have been looking for a way to automate this. Maybe check the agent status. If that is logged in or available we can log the call to that person. 

I do not see anything in Architect where I can check if the agent is available.

Would also like to know what Group Phone Number is for. I have searched the Resource centre but can not find this portion. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi 

I would like to start off by saying I do not know what Genesys did to the Genesys Cloud Resource centre. The search is not working like it use to. You use to just be able to put in a phrase and get what you want now it comes up with all kinds off things not related to what you are looking for example: Group Phone Number

Now to the issue

I require some assistance with remote agents. 

Currently we transfer the call back out to a cell number. We would like to automate this. 

I have tried the following setting up a group and routing the calls to the group. 

I see the following error Type

NoAnswerVoicemailNotConfigured

I did not configure voicemail. In this case the call did not even ring. I am logged in on the communicate app on my cell and on the Genesys Cloud PC app

Error Message 

No answer, and voicemail was not configured; sipCode='488'.

The question is why the 488 not acceptable here I am logged in on both apps

I have been looking for a way to automate this. Maybe check the agent status. If that is logged in or available we can log the call to that person. 

I do not see anything in Architect where I can check if the agent is available.

Would also like to know what Group Phone Number is for. I have searched the Resource centre but can not find this portion. 

Regards

Brendan

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi 

I would like to start off by saying I do not know what Genesys did to the Genesys Cloud Resource centre. The search is not working like it use to. You use to just be able to put in a phrase and get what you want now it comes up with all kinds off things not related to what you are looking for example: Group Phone Number

Now to the issue

I require some assistance with remote agents. 

Currently we transfer the call back out to a cell number. We would like to automate this. 

I have tried the following setting up a group and routing the calls to the group. 

I see the following error Type

NoAnswerVoicemailNotConfigured

I did not configure voicemail. In this case the call did not even ring. I am logged in on the communicate app on my cell and on the Genesys Cloud PC app

Error Message 

No answer, and voicemail was not configured; sipCode='488'.

The question is why the 488 not acceptable here I am logged in on both apps

I have been looking for a way to automate this. Maybe check the agent status. If that is logged in or available we can log the call to that person. 

I do not see anything in Architect where I can check if the agent is available.

Would also like to know what Group Phone Number is for. I have searched the Resource centre but can not find this portion. 

Regards

Brendan

Brendan,

You are able to answer Group calls through the Communicate app.  Make sure that the Agent has the WebRTC phone set as their default phone.  If that is set, the agent can receive the phone calls through the communicate app when they are not logged into Genesys on a computer.  If you are still not seeing the notification through the web app, try increasing the ring time in the Group Call settings.

Thank you,

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi 

I would like to start off by saying I do not know what Genesys did to the Genesys Cloud Resource centre. The search is not working like it use to. You use to just be able to put in a phrase and get what you want now it comes up with all kinds off things not related to what you are looking for example: Group Phone Number

Now to the issue

I require some assistance with remote agents. 

Currently we transfer the call back out to a cell number. We would like to automate this. 

I have tried the following setting up a group and routing the calls to the group. 

I see the following error Type

NoAnswerVoicemailNotConfigured

I did not configure voicemail. In this case the call did not even ring. I am logged in on the communicate app on my cell and on the Genesys Cloud PC app

Error Message 

No answer, and voicemail was not configured; sipCode='488'.

The question is why the 488 not acceptable here I am logged in on both apps

I have been looking for a way to automate this. Maybe check the agent status. If that is logged in or available we can log the call to that person. 

I do not see anything in Architect where I can check if the agent is available.

Would also like to know what Group Phone Number is for. I have searched the Resource centre but can not find this portion. 

Regards

Brendan

Hi Jason

Thank you I have managed to get this working. 

I have however discovered another issue. I have two phones. One does not have google services and the other does. I have found that when using the phone with no google services the notifications for a call does not come up. You can see the phone is receiving something as the app responds. I can also not call the agent logged on to the phone. 

When using the phone with google services it works 100%. Do you know if google services are required as it looks like it does. 

I could only find the below requirements on the resource center and no mention off google services. 

https://help.mypurecloud.com/articles/genesys-cloud-requirements/

Regards

Brendan

Brendan,

You are able to answer Group calls through the Communicate app.  Make sure that the Agent has the WebRTC phone set as their default phone.  If that is set, the agent can receive the phone calls through the communicate app when they are not logged into Genesys on a computer.  If you are still not seeing the notification through the web app, try increasing the ring time in the Group Call settings.

Thank you,

Hi Jason 

Thank you for the response. 

I have managed to get the call to ring at the agent. I am aware that you can not answer interactions on the Communicate app. Does this apply to Group calls as well. The notification does come when agent is logged in but no notification off a call on the communicate app. Once the call drops you can see the missed call and you can call back. 

Regards

Brendan

Hi Brendan,

The first thing I would do when using the resource center, is sort by Relevance and not Date.  

In order to receive group calls, you need to have a DID or extension listed.  You'll also want to make sure that you are listed as a member of the group, not just the owner and it also won't alert users that have call forwarding enabled.  

Here is the link to the resource center article regarding Group Calls.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Hi 

I would like to start off by saying I do not know what Genesys did to the Genesys Cloud Resource centre. The search is not working like it use to. You use to just be able to put in a phrase and get what you want now it comes up with all kinds off things not related to what you are looking for example: Group Phone Number

Now to the issue

I require some assistance with remote agents. 

Currently we transfer the call back out to a cell number. We would like to automate this. 

I have tried the following setting up a group and routing the calls to the group. 

I see the following error Type

NoAnswerVoicemailNotConfigured

I did not configure voicemail. In this case the call did not even ring. I am logged in on the communicate app on my cell and on the Genesys Cloud PC app

Error Message 

No answer, and voicemail was not configured; sipCode='488'.

The question is why the 488 not acceptable here I am logged in on both apps

I have been looking for a way to automate this. Maybe check the agent status. If that is logged in or available we can log the call to that person. 

I do not see anything in Architect where I can check if the agent is available.

Would also like to know what Group Phone Number is for. I have searched the Resource centre but can not find this portion. 

Regards

Brendan