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Christian Ropertz

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RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

Posted By Christian Ropertz 08-17-2018 05:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, Just a quick update from my side. With 13 votes, I believe we have a good change that Genesys will work on this. I contacted George (Genesys) and asked him how much votes is enough. Keep you updated. Regards, Christian ------------------------------ Christian Ropertz Dealerdirect ...

RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

Posted By Christian Ropertz 08-16-2018 05:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, 10 votes already. How much votes do we need? Any chance Genesys will implement this feature? Regards, Christian ------------------------------ Christian Ropertz Dealerdirect B.V. ------------------------------

RE: PLEASE VOTE: Supervisor/admin should be able to change agent status

Posted By Christian Ropertz 08-15-2018 10:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, 7 likes/votes so far! Thank you. Lets see how much votes we have collected by the end of the week. I will post my results in this topic. Again, thank you! ------------------------------ Christian Ropertz Dealerdirect B.V. ------------------------------

RE: Changing an Agents Status

Posted By Christian Ropertz 08-15-2018 05:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, Thank you for your quick response. I understand that using the API it's possible to change an agent status. However,- we are not talking about admins,- but supervisors. Yes, as an admin we should have all possible rights, but I believe this is supervisors responsibility, not IT. ...

RE: Changing an Agents Status

Posted By Christian Ropertz 08-14-2018 09:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I noticed several topics regarding this request. I created a new threat for which I'm collecting votes. --> PLEASE VOTE: Supervisor/admin should be able to change agent status <-- I will do my best to create a shared ticket on -behalf of more PureCloud users. Please have a look at ...

RE: Can a Supervisor manually change and agent's status/status e.g. if they have gone home but failed to log off or go to the correct unavailable state.

Posted By Christian Ropertz 08-14-2018 09:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I noticed several topics regarding this request. I created a new threat for which I'm collecting votes. --> PLEASE VOTE: Supervisor/admin should be able to change agent status <-- I will do my best to create a shared ticket on -behalf of more PureCloud users. Please have a look at ...

RE: Is there a way for a supervisor to change an agent's status if they have gone home?

Posted By Christian Ropertz 08-14-2018 09:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I noticed several topics regarding this request. I created a new threat for which I'm collecting votes. --> PLEASE VOTE: Supervisor/admin should be able to change agent status <-- I will do my best to create a shared ticket on -behalf of more PureCloud users. Please have a look at ...

PLEASE VOTE: Supervisor/admin should be able to change agent status

Posted By Christian Ropertz 08-14-2018 08:06
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I noticed multiple threads regarding this subject,- but no solution. What do we want: An admin of supervisor should be able to change the status of an agent. Why: If an agent goes home and he forgets to logout,- an supervisor or admin should be able to log out the user. In my opinion,- ...

RE: Suddenly missing permissions / features

Posted By Christian Ropertz 08-13-2018 09:17
Found In Egroup: Genesys Cloud - Main \ view thread
Problem is resolved by adding the permission "Directory > Users > View" permission to this custom role. Thanks to Cloudoe. ------------------------------ Christian Ropertz Dealerdirect B.V. ------------------------------

Suddenly missing permissions / features

Posted By Christian Ropertz 08-13-2018 06:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, I noticed this Supervisor 2 Permission errors... , which makes me wondering. Did Genesys changed more permissions which are related to the 'Quality Evaluator' role? (related to recordings) We have a custom role 'Inluisteren' which giving agent the permissions to access recordings by browsing ...

RE: On hold music

Posted By Christian Ropertz 06-04-2018 09:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, I'm replying to this ticket since we have the same issue. Lot of complaints. How hard is it to change the MOH to something less annoying? ------------------------------ Christian Ropertz Dealerdirect H.Q. ------------------------------

RE: How to clear a stuck interaction?

Posted By Christian Ropertz 05-31-2018 09:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I have an update from our side. After long investigation from both our end, our reseller and Genesys,- we found out that a 'memory' issue (hardware related) on one of our Edge mini's was causing unexpected behavior. After taking this edge out production (2 left) we did not had any issues. ...

RE: Ringtone heard prior to call connection

Posted By Christian Ropertz 05-31-2018 08:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Darryn, I believe I know what you mean. We had a kind of same problem since today. Seems that there is a new feature. 1. Navigate to the queue (if more,- check all queues) 2. Navigate to ' Voice' 3. Change 'Whisper Audio' to first option (only play whisper audio if agent is configured ...

WebRTC: Loud disconnect tone

Posted By Christian Ropertz 05-28-2018 05:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, We experiencing some annoying issues while using WebRTC. Note,- this issue only occurs on WebRTC, since 'sip phones' have a disconnect button for ending the call. So, when a call is ended using WebRTC, somethimes the 'disconnect' tone continues playing for about 15 seconds trough the ...

RE: No Ringback when placing outbound calls WebRTC

Posted By Christian Ropertz 03-17-2018 06:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vick, We had the same issue a couple of weeks ago on our SIP trunks. We are using Interoute (SIP provider) for placing our calls. About 80% of those calls had 'no ringback'. After contacting Interoute, we found that the changing 'Media Method' (trunk setting) to 'Delayed' instead of 'Normal' (which ...

RE: How to clear a stuck interaction?

Posted By Christian Ropertz 03-02-2018 12:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Aude, I just sent you an email. If you want to raise a shared ticket, you will have my vote. @Altaf Gosla? , did you try downgrading to version 1.0.0.6806? If possible, please try so. We are running this version now for day 2, still no issues. Please let me know.

RE: How to clear a stuck interaction?

Posted By Christian Ropertz 03-01-2018 09:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, This has been an issue on our side as well. It's really getting frustrated as Genesys is not taking this serious and not responding to any case. I believe this might be related to a software bug on the edges. Yesterday we did a downgrade to version 1.0.0.6806. I believe ...