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Upcoming Beta - Direct Routing

trey buck05-11-2023 13:31

Hi Everyone, For many years Genesys Cloud users could only be reached directly through Communicate. ...

Steven Alix05-12-2023 09:02

Hi Trey, This is great news. Do you have more information you can share about how the users or agents ...

trey buck05-12-2023 09:32

Hi Steven - yes, happy to share and thanks for asking! We are planning for the users to be licensed ...

Bradley Murlin05-13-2023 01:52

My two cents: a single permission, or one per media type, that triggers this direct routing is probably ...

trey buck05-15-2023 09:27

The concern is that users can have multiple DIDs and email addresses, and the system needs to know ...

Bradley Murlin05-15-2023 14:15

This makes sense, thank you. Will Direct Routing via dialed extensions work, or only if the user ...

Brian Jones12-18-2023 09:41

@trey buck & @David Farrell - I'm also interested in a response to @Brad Murlin 's question ...

David Farrell12-18-2023 09:52

Hi Brian - yes it will be possible to support targeting users on their extension. One question ...

Brian Jones12-18-2023 10:02

Great to hear, @David Farrell , and yes, our users do dial out on behalf of the queue. The number ...

Trent Vance05-15-2023 09:03

Having "a single 'Direct Routing' queue" may not have much of an impact today. But in the future ...

trey buck05-15-2023 09:33

Hi Trent - we are actively discussing how to support Direct Routing as a "feature" on multiple queues. ...

Trent Vance05-16-2023 08:39

My concern is really the reporting and the metrics. For the BETA, perhaps a single queue is sufficient. ...

Chad Markle05-12-2023 10:12

Hi Trey, This sounds interesting. Will this new functionality allow for screen recording of the direct ...

trey buck05-15-2023 09:22

Hi Chad - yes! The Direct Routing queue will have the same capabilities WRT to recordings and screen ...

Marcelino Santos05-16-2023 04:38

Hi Trey. I've read your post; but I don't really understand the purpose of this new feature. If possible, ...

trey buck05-19-2023 10:16

Hi Marcelino - certainly! Today, calls to individual users are only designed to flow through the Communicate ...

Paul Simpson05-16-2023 08:33

Hi, Trey. This is a very welcome new feature! Can we assume that In-Queue flows will be supported? Thanks! ...

trey buck05-17-2023 13:17

Correct! In fact, we're using an in-queue flow to create the voicemail/callback. The in-queue flow ...

Nick Argeson05-18-2023 09:33

We have a few "Sales account managers" who I think could take advantage of this. However, will the agent ...

trey buck05-19-2023 10:06

Awesome to hear! Yes, we are adding features for each of voice, SMS, and email which will send DR ...

Chad Markle06-23-2023 15:27

If a user only has the "Direct Routing" queue assigned to them, will that queue be selected automatically ...

David Farrell06-26-2023 04:42

Hi Chad As there's no restriction on the number of queues which could use direct routing, we have ...

Paul Simpson06-26-2023 08:55

Chad, Unless I'm missing something here, you wouldn't want that anyway! The point here is for ...

Chad Markle06-26-2023 10:02

We were looking for a way to make it easier for users that primarily place outbound calls. It seems ...

Paul Simpson06-26-2023 10:12

Gotcha! That's a slightly different ask, not related to Direct Routing. Not a 100% solution, ...

Chad Markle06-26-2023 18:35

Hi Paul, Thanks for the feedback. I think I'm missing something. I cannot see where I would ...

Paul Simpson06-26-2023 19:16

Hey Chad, OK, so on the Interactions screen (where you initiate an outbound interaction on ...

Chad Markle06-26-2023 19:46

How about that! Thanks! ------------------------------ Chad Markle Magellan Health Inc. ------------------------------ ...

David Farrell12-18-2023 10:11

Not sure if I replied to your 'other question' Paul. The answer is that direct routing still assumes ...

David Farrell06-09-2023 05:06

Thanks to everyone who has applied for the beta so far - great to see so much interest! We have delayed ...

John Neidhart06-27-2023 14:06

Hey David, any update on the re-launch of the beta? We are very interested in when this might become ...

David Farrell06-30-2023 08:41

Hi all - thanks for your patience on this one. Due to some adjustments based on feedback and competing ...

Hitesh Haran06-30-2023 13:35

One of the features of Direct Routing will be the ability for a user to define backup options, in ...

Prem Venkatesh07-01-2023 04:57

@Hitesh Haran Preferred option:2, it provides a more flexible option for backup configuration. ...

Chad Markle07-03-2023 13:54

It sounds like Option 2 has more flexibility. If I follow correctly, option 1 would require User ...

Paul Simpson07-03-2023 21:45

If I understand your thoughts correctly, either of these options could be programmed using the in-queue ...

Hitesh Haran07-05-2023 04:51

That's right @Chad Markle , restriction under the Option 1 is intended to avoid a potential never ...

Vick Sweeney09-18-2023 09:38

Hi Hitesh, option 2 makes more sense to us. It is deterministic in the sense that when the primary ...

Paul Simpson09-08-2023 13:43

@David Farrell , Can you confirm September 20th is still the estimated launch of this Beta? Do ...

Robert Wakefield-Carl07-04-2023 16:57

Trey, Has this been released into beta? Do you have more documentation? ------------------------------ ...

Hitesh Haran07-05-2023 05:40

Hi Robert, we have updated the target Beta release to 20th Sep. We will have the documentation ready ...

Chad Markle08-29-2023 19:05

Hello. We just onboarded a large number of agents onto Genesys a week and a half ago. Voicemail and ...

David Farrell09-11-2023 06:02

Hi again folks. The thread is getting a little long so hopefully in replying to the original post you'll ...

Jesus Vallejo09-12-2023 06:04

Hi David, thanks for your detailed explanation! By any chance is there any option to join to the Beta ...

François Bouchard09-13-2023 02:25

Hello David, We have a customer who urgently wants this exact same feature for one of he's division ...

David Farrell09-13-2023 13:29

Hi Francois Did they sign up using the application for when it was available, do you know? We ...

David Farrell09-13-2023 13:27

Hi Jesus, we had over 50 applicants for the beta which is more than we can handle, so we had to close ...

Paul Simpson10-13-2023 13:07

@David Farrell / @trey buck . Can we get an update on this eagerly-awaited feature? Is Beta release ...

David Farrell10-16-2023 05:06

Hi Paul See my message below. Once added to the community for the beta I'll provide more info. Thanks! ...

David Farrell10-16-2023 05:02

Hi everyone I know many of you are awaiting these new features - thanks for your continued patience. ...

Paul Simpson11-03-2023 13:13

Hey, David! Any updates on the timeline for this one? ------------------------------ Paul Simpson ...

Chad Markle11-08-2023 09:14

We are very interested in his beta. We currently have an org with over 800 "personal queues" and ...

Prateek Sethi12-08-2023 03:10

Hello David, Any update on when this beta will be released, we are targeting to onboard nearly ...

David Farrell12-18-2023 09:45

Hi Prateek Yes, the feature will include the ability to use the user's number when dialling on behalf ...

Paul Simpson12-13-2023 13:08

Hi @David Farrell , Can we get an official update on this? It appears that your most recent post ...

David Farrell12-18-2023 09:44

Again thanks for your patience everyone. As you can probably guess, at this stage we won't be launching ...

Anton Vroon12-18-2023 13:36

@David Farrell I've been hearing this " due to a recent organisational focus on other high priority ...

Kimmo Peltonen01-02-2024 08:38

@David Farrell , I have received the email to fill the form for this beta again. I opened the form ...

David Farrell01-03-2024 05:56

Hi Kimmo We generally recommend that beta features not be enabled in orgs handling live customer ...

Kimmo Peltonen01-03-2024 06:21

Thank you for the reply. Still would like clarification, if the feature is possible to enable for ...

David Farrell01-03-2024 06:42

When configuring the feature, it's up to the administrator to decide if a user should be targeted ...

Prateek Sethi02-12-2024 00:57

Hello David, Any update on this Beta like when it will be available to test. ------------------------------ ...

Judith Jimenez04-04-2024 19:30

We, CURE Auto Insurance, would like to be included in the BETA if still possible. ------------------------------ ...

Paul Simpson02-19-2024 10:33

Hey folks! It's now been a little over 9 months since this thread was started. There have been "teasers" ...

Robert Wakefield-Carl02-19-2024 10:40

Agreed and the feature has been hinted at for a year before that. Trey was a great PM and we are sorry ...

Paul Simpson02-19-2024 10:49

TBH, I have the greatest respect for all the PMs and don't blame any of them individually for the ...

David Farrell02-19-2024 11:27

Thanks for the prompt @Paul Simpson and @Robert Wakefield-Carl and for your understanding on this. ...

Eric Starrett04-03-2024 16:25

Can someone please provide an update? Thanks. ------------------------------ Eric Starrett Sedgwick ...

David Farrell04-03-2024 16:43

Eric, you and Bert should have received an invitation to the Beta community via email. The GC org ...

Marian OConnell04-04-2024 07:25

Hi David, Are ye still accepting Beta registration requests for this one? Thanks, Marian ------------------------------ ...

Jonathan Jones04-04-2024 11:21

Just to confirm and apologies if it's been answered, does this mean we purchase DID numbers for all ...

Jure Idzig04-05-2024 02:55

Is there any detailed functionality description of what can be set up? Is there any public documentation ...

Robert Wakefield-Carl04-05-2024 09:15

All, 0lease chime in on this. The requirement of a GC license to use this feature was a surprise ...

Brian Jones04-05-2024 10:20

We agree with your thoughts here, @Robert Wakefield-Carl . We are also considering onboarding clinic ...

Jeff Hoogkamer04-07-2024 21:01

Also agree with @Robert Wakefield-Carl and @Brian Jones - we have missed so many opportunities ...

Vaun McCarthy04-08-2024 00:34

Absolutely I agree with the rest 100%. One of the original arguments when selling Genesys Cloud to ...

David Farrell04-24-2024 09:21

Folks, appreciate the feedback on this one. We don't intend to change the approach for direct routing, ...

David Farrell04-05-2024 09:21

Folks, we're running a closed beta and registration is currently closed as it's heavily subscribed. ...

Judith Jimenez04-05-2024 09:30

David - I did not receive the PDF attachment. ------------------------------ Judy Jimenez, Call ...

Vick Sweeney04-05-2024 10:02

Hi Judy, log into the community web site and the attachment is there. It is not sent via email. ...

Eric Starrett05-14-2024 13:48

Can someone please explain what the below means? Trying to determine how to use the API to "tag" DIDs ...

David Farrell05-16-2024 11:08

Eric, a few weeks ago you should have received an email invite to the beta community, where there's ...

Paul Simpson05-16-2024 10:54

@David Farrell . It's been over 3 weeks since your last post on this thread and over a month ...

David Farrell05-16-2024 11:13

Thanks again for keeping me honest Paul. There's been a lot of activity in the beta community ...

Paul Simpson05-16-2024 12:44

Thank you! ------------------------------ Paul Simpson Views expressed are my own and do not ...

Paul Simpson06-14-2024 09:45

David, It's time for my regular request for an update. We are now halfway through June. Are ...

David Farrell06-14-2024 12:40

Yes, targeting early July, work is done just need to do final testing! ...

Marshall Billings06-04-2024 11:10

When you say " while maintaining all queue-related functionality" does this include the ability to ...

Hitesh Haran07-26-2024 05:38

IMPORTANT - Upcoming rollback of Direct Routing feature We had released Direct routing ...

Hitesh Haran07-26-2024 16:59

IMPORTANT Updates Above mentioned issue is only encountered when customers have set-up queues in ...

Chad Markle07-29-2024 08:50

@Hitesh Haran , Based on you 2nd post last week does this statement still apply: " Your Beta organizations ...

Hitesh Haran07-29-2024 10:56

Yes. The 2nd post is to ensure if there are any additional orgs besides the Beta org which custom ...

Hitesh Haran08-05-2024 09:24

Latest Updates Since the last announcement, please find below information on further developments. ...

Paul Simpson08-16-2024 16:47

@Hitesh Haran , Can we have an update on progress towards this, please? We are approaching the ...

Hitesh Haran08-19-2024 01:51

Hi Paul, our dev teams are looking into this on priority. As mentioned in my last post, we will ...

Paul Simpson08-19-2024 21:16

@Hitesh Haran , My apologies, when you said "Share timeline for re-release of the feature in ...

Hitesh Haran08-26-2024 12:52

Latest updates Please note that the work on fixing the issue is currently in progress and dev ...

Hitesh Haran09-03-2024 08:45

Latest updates We have successfully tested the fixes last week in development environment. Our ...

Paul Simpson10-10-2024 15:14

@Hitesh Haran , Can you confirm whether you are still on track to re-release this by the end of ...

Hitesh Haran10-11-2024 00:41

Hi Paul, we are currently doing production tests and results are looking good so far. So, we are ...

Stan Prushinski10-11-2024 08:08

Hitesh, will this be released as beta or GA? thanks. ------------------------------ Stan ...

Hitesh Haran10-11-2024 09:10

Hi Stan, we are targeting GA release by the end of this month. Regds ------------------------------ ...

Hitesh Haran10-24-2024 09:16

Dear community users I am pleased to announce that the fixed version of Direct Routing feature ...

Steven Alix10-29-2024 09:51

Has anyone had luck setting this up as Extension Dialing versus DID dialing? I have a customer ...

1. Upcoming Beta - Direct Routing

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