Genesys Cloud - Main

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension. 

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

Hi George,

Thanks for your reply. The standalone phone must have an extension (or a DID) to be a standalone phone, so that's already setup. However, in the transfer dialog, I cannot enter the extension to dial or the standalone phone's name as it won't find anything:

I'll look into the workaround with the separate user, that's a good idea. I don't think the phone can make outbound calls if the user is not logged in, so our agents would always have to setup the call and then transfer it. I'll need to test the call recording part to see how this behaves.
Thanks for your help!

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 02-06-2020 16:32
From: George Ganahl
Subject: Support for standalone phones

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension.

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

I get the same Transfer dialog.

I type in the extension and press the <Enter> key on my keyboard to get:



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

Original Message:
Sent: 02-06-2020 16:50
From: Sven Schiller
Subject: Support for standalone phones

Hi George,

Thanks for your reply. The standalone phone must have an extension (or a DID) to be a standalone phone, so that's already setup. However, in the transfer dialog, I cannot enter the extension to dial or the standalone phone's name as it won't find anything:

I'll look into the workaround with the separate user, that's a good idea. I don't think the phone can make outbound calls if the user is not logged in, so our agents would always have to setup the call and then transfer it. I'll need to test the call recording part to see how this behaves.
Thanks for your help!

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-06-2020 16:32
From: George Ganahl
Subject: Support for standalone phones

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension.

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

Ahh, I didn't hit <Enter>. Thanks for the enlightenment.

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 02-06-2020 16:56
From: George Ganahl
Subject: Support for standalone phones

I get the same Transfer dialog.

I type in the extension and press the <Enter> key on my keyboard to get:

Then click Blind to complete the blind transfer to the standalone phone.

Did you hit <Enter> after typing the extension?

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

Original Message:
Sent: 02-06-2020 16:50
From: Sven Schiller
Subject: Support for standalone phones

Hi George,

Thanks for your reply. The standalone phone must have an extension (or a DID) to be a standalone phone, so that's already setup. However, in the transfer dialog, I cannot enter the extension to dial or the standalone phone's name as it won't find anything:

I'll look into the workaround with the separate user, that's a good idea. I don't think the phone can make outbound calls if the user is not logged in, so our agents would always have to setup the call and then transfer it. I'll need to test the call recording part to see how this behaves.
Thanks for your help!

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-06-2020 16:32
From: George Ganahl
Subject: Support for standalone phones

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension.

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

I don't know how long it took me to figure out I have to hit <Enter> after typing something a lot of places in the UI :-)

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

Original Message:
Sent: 02-06-2020 17:06
From: Sven Schiller
Subject: Support for standalone phones

Ahh, I didn't hit <Enter>. Thanks for the enlightenment.

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-06-2020 16:56
From: George Ganahl
Subject: Support for standalone phones

I get the same Transfer dialog.

I type in the extension and press the <Enter> key on my keyboard to get:

Then click Blind to complete the blind transfer to the standalone phone.

Did you hit <Enter> after typing the extension?

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

Original Message:
Sent: 02-06-2020 16:50
From: Sven Schiller
Subject: Support for standalone phones

Hi George,

Thanks for your reply. The standalone phone must have an extension (or a DID) to be a standalone phone, so that's already setup. However, in the transfer dialog, I cannot enter the extension to dial or the standalone phone's name as it won't find anything:

I'll look into the workaround with the separate user, that's a good idea. I don't think the phone can make outbound calls if the user is not logged in, so our agents would always have to setup the call and then transfer it. I'll need to test the call recording part to see how this behaves.
Thanks for your help!

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-06-2020 16:32
From: George Ganahl
Subject: Support for standalone phones

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension.

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------

Also, because it is a Standalone phone you can place outbound calls from it even without the user logged in. (You assign the standalone phone as the user's default phone). You can't dial on behalf of queue from the phone, though, if that is what you would like to do.

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

Original Message:
Sent: 02-06-2020 16:50
From: Sven Schiller
Subject: Support for standalone phones

Hi George,

Thanks for your reply. The standalone phone must have an extension (or a DID) to be a standalone phone, so that's already setup. However, in the transfer dialog, I cannot enter the extension to dial or the standalone phone's name as it won't find anything:

I'll look into the workaround with the separate user, that's a good idea. I don't think the phone can make outbound calls if the user is not logged in, so our agents would always have to setup the call and then transfer it. I'll need to test the call recording part to see how this behaves.
Thanks for your help!

------------------------------
Sven Schiller
Kognitiv

Original Message:
Sent: 02-06-2020 16:32
From: George Ganahl
Subject: Support for standalone phones

I'm not sure why you are saying in 1. and 2. that you cannot transfer to the Standalone phone...you just have to assign it an extension, and transfer to that extension.

If you really have to have an entry in the Directory, create a dummy user with the same name as the phone and a dummy email address. Give them the Communicate - User role. Assign the user the phone as their Default Phone. You don't have to log the user in, so calls to that "user" will automatically ring the Default Phone.

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

Original Message:
Sent: 02-06-2020 15:02
From: Sven Schiller
Subject: Support for standalone phones

Due to extensive hold times (over and hour) with some of our suppliers, we recently had to add desk phones to some users, so that they can handle queue calls while waiting on hold for a supplier. We found several shortcomings in the handling of standalone phones. It seems that the solution is very user focused, but standalone phones that act as their own user were forgotten in the implementation of certain features:
1. It is not possible to transfer a regular call to a standalone phone. We have a workaround of establishing a three-way conference and then hang up the original internal caller.
2. It is not possible to transfer a call on behalf of a queue to a standalone phone. Not sure if above workaround applies.
3. The recording policy does not allow to select standalone phones to be recorded. However, we need to record calls from these phones. Potential workaround is to establish the outbound call from the agent's phone (agents' calls are recorded), then transfer to the standalone phone as described above (would the recording stop when the agent drops?).

Has anyone run into these issues? Do you have any suggestions how to address these (maybe a better workaround)?
Seems to me that some simple changes would fix these (as in displaying standalone phones in the call transfer search box).
I found an idea about not recording standalone phones in the ideas lab, maybe this could be enhanced to choose whether to record or not (https://purecloud.ideas.aha.io/ideas/CLINB-I-539).
#PlatformAdministration
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------