Genesys Cloud - Main

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

@Richard Craig

You may want to investigate this "app foundry"  item:
https://www.mobile-office.cloud/
https://appfoundry.genesys.com/filter/genesyscloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
This app has many of the functions of the GCcx Web app,  much more than Communicate app.


We are in SIT with our first client.  looks promising!

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

Peter many thanks for that does it have any functionality of the broadcast ring in GC ?. This is obviously limited to 15 (at the moment) but i wondered whether the mobile office app might be able to do something similar with larger numbers

@Richard Craig

You may want to investigate this "app foundry"  item:
https://www.mobile-office.cloud/
https://appfoundry.genesys.com/filter/genesyscloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
This app has many of the functions of the GCcx Web app,  much more than Communicate app.


We are in SIT with our first client.  looks promising!

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

Hi @richard craig

Something else to check out (I haven't fully tested this, but it looks like it might work).

Create the hunt group as you normally do and add your agents to the group.  But instead of using the WebRTC phone, create a remote station for the agents that uses their mobile number.  Make sure that their status is set to an "available" status and then from there they can either close their client web page or leave it open and the call should be routed to their mobile number.  This idea won't work if you are using an ACD queue, but it *should work if it is a hunt group.

Hope this helps!

Craig

Peter many thanks for that does it have any functionality of the broadcast ring in GC ?. This is obviously limited to 15 (at the moment) but i wondered whether the mobile office app might be able to do something similar with larger numbers

@Richard Craig

You may want to investigate this "app foundry"  item:
https://www.mobile-office.cloud/
https://appfoundry.genesys.com/filter/genesyscloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
This app has many of the functions of the GCcx Web app,  much more than Communicate app.


We are in SIT with our first client.  looks promising!

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

@Richard Craig

You may want to investigate this "app foundry"  item:
https://www.mobile-office.cloud/
https://appfoundry.genesys.com/filter/genesyscloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
This app has many of the functions of the GCcx Web app,  much more than Communicate app.


We are in SIT with our first client.  looks promising!

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.

Peter I have had a look at the Mobile Office however I have been advised that it is an extension of Genesys Cloud and therefore you can't forward the Mobile Office to any more users than the 15 on a standard broadcast ring which you can set up in Genesys Cloud. How many users are you using it with ?.I have looked and can't seem to find out when they are anticipating to increase the number of broadcast rings from the current limit of 15.

@Richard Craig

You may want to investigate this "app foundry"  item:
https://www.mobile-office.cloud/
https://appfoundry.genesys.com/filter/genesyscloud/listing/c93cec22-74ff-4dad-808d-e6972d4d0688
This app has many of the functions of the GCcx Web app,  much more than Communicate app.


We are in SIT with our first client.  looks promising!

So we have another team we are working with who wants to take calls via a webrtc phone when they are at their desk but if they need to leave their desk divert to a mobile. The queue has a main number which the customers ring and it is routed through to an agent. I have tested this using the forward my calls option on the webrtc phone however when i ring the queue number it doesn't divert to the mobile as i understand that transfering from a queue doesn't follow the call forwarding rules. Is there any way in which to forward calls from a queue to a mobile ?.

This would have to be tested, Logic tells me this would be multiple chargable calls outside of Genesys.

In your call flows, you can use the Transfer to Group action, just ensure that the group is configured to accept calls.

Joe so in terms of call charges Does this involve an single (or multiple) chargeable call outside of Genesys and how is it configured ?

We have a similar use case and this is attainable in Genesys Cloud with an asterisk.

You can setup a Call Enabled group with a broadcast ring.  This will only ring 15 agents at a time and first to answer gets the call.  If you would like you can route calls directly to the Group or you can use Architect to add call treatment prior to it ringing the group.  As far as cell phones go, we have our agents using the Genesys Communicate app on thier phones, which as long as they are logged into it (on thier cell phone), the call will ring on the cell phone via the Genesys Communicate app.

Unforetunately, broadcast rings only support 15 agents (randomly selected from the membership), so this may not work for your group...

Hope that helps!

I am dealing with a customer who has 16 agents approximately and on their current platform the calls come in and are then diverted to the individuals mobile phone. The call which is being delivered rings simultaneously on all agents mobile phones in a hunt group scenario. I have recommended WebRTC phones and to deliver to agent however the customer wants a solution which is as close to as is as currently. Is it possible to recrate this in Genesys Cloud ?. There are no IVR options and the call is delivered straight to the agents.