Genesys Cloud - Main

Hi Community ,

Has somebody come across the requirement to secure pause in the omnichannel phone ? (help : https://help.mypurecloud.com/articles/about-cx-cloud-from-genesys-and-salesforce/)

If yes , how it can be achieved ?

Regards,

Garima. 

Hello Garima, 

I believe there are two main ways to get this implemented. The first being using a check box method and the second by using separate buttons. For the first way, Check box method, create a T/F variable to track secure pause status, I believe the default is false. Then define  custom script action for toggling secure pause. Then implement this using If/else step logic. 

For the second way, "Separate Buttons", can be implemented using separate components for control. This would require either an inbound or outbound script features to be enabled. 

For more info, see the following resource doc:

https://help.mypurecloud.com/faqs/what-features-are-pci-dss-compliant-for-cx-cloud-from-genesys-and-salesforce-integration/

Hope this helps. 

There is also a vendor in the AppFoundry which could be of assistance. IP Integrations offers an app called Pauseable which may be able to do what you are asking.