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Kevin Young

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RE: Blocking Caller From Calling Certain DIDs

Posted By Kevin Young 03-20-2026 09:13
Found In Egroup: Genesys Cloud - Main \ view thread
Unfortunately you cannot disconnect an interaction via data action/api unless you are within a user context, like a script. ------------------------------ Kevin Young TTEC Digital, LLC kevin.young@ttecdigital.com ------------------------------

RE: Blocking Caller From Calling Certain DIDs

Posted By Kevin Young 03-20-2026 03:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Daniel, How would you disconnect the caller from a workflow? As far as I am aware, using a data action for the API to disconnect would require user context? ------------------------------ Kevin Young TTEC Digital, LLC kevin.young@ttecdigital.com ------------------------------

RE: Blocking Caller From Calling Certain DIDs

Posted By Kevin Young 03-20-2026 02:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tim, For these kind of DIDs we normally assign them to a Inbound call flow instead. After data table lookup the flow can then transfer to User/Number/Group or hangup, with more control over fail over scenarios such as forwarding on no answer, voicemail etc.. If using a BYOC and the outbound cli ...

RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

Posted By Kevin Young 02-10-2026 09:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, Tiago fell in to the same trap that I did a while back. Numbers plan classification is ignored in architect flow 'transfer to number'. So the number in the flow will be correct, say for example a 7 prefix to denote going out to a different trunk. If the number plan is 'above' National, it ...

RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

Posted By Kevin Young 02-06-2026 09:56
Found In Egroup: Genesys Cloud - Main \ view thread
personally, I still think its a bug. Raise a support case and see if you can get it fixed, my case wouldn't get past 'working as designed' , even after escalating, though no use case was ever given to support their 'design' and why it would be different than the agent/simulate experience. ------- ...

RE: Transfer to an external number not going via the correct trunk even that rules are set to do so

Posted By Kevin Young 02-06-2026 04:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tiago, You are falling in to the same 'bug' that I found, that Architect number transfer does not respect the same rules as agent/simulated call on the number plans. I had to submit an idea, which has gained zero traction, so must be a very low used solution design. https://genesyscloud.ideas.a ...

RE: Blinder Transfer and Consult Transfer Permissions

Posted By Kevin Young 01-14-2026 02:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Daniel, I havn't played around with those permissions yet, but alternative that I used to remove queues from the transfer list was to move the queues to a separate division and restrict the Queue->Search permission to not include the division the queues were in. Maybe a viable solution for yourself ...

RE: Telephony-0010 and Telephony-0011 Events recently started

Posted By Kevin Young 10-01-2025 01:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Shane, Case with Genesys just provided the confirmation that the operational console events and the session model changes were intended. For me it seems that all of the operational console events relate correctly to the agent disconnects that we were seeing before, mainly due to home working ...

RE: Dropped Calls – WebRTC Endpoint Disconnect (Ice Idle Detection)

Posted By Kevin Young 09-30-2025 01:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ninette, There have been significant changes in the way the edges handle the iceIdle timeouts. previously you may not even have noticed as they did not appear on regular performance views. They are now reported, depending when your edges were updated. see this thread :- Genesys Cloud - Main ...

RE: Telephony-0010 and Telephony-0011 Events recently started

Posted By Kevin Young 09-30-2025 01:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Shane, We have an implementation for a customer that was using the trigger ...user.end to check the conversation.details api for the sip response 480 (IceIdle) on the interact session. We would then be able to perform our own logging to datatable in order to potentially respond back to the customer ...

RE: Record through Transfer

Posted By Kevin Young 08-29-2025 01:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Stephen, We have the same setup with a client. And had the same issue, which as you already figured out is down to the 'external bridged transfers'. There is a conflict between wanting the external Bot trunk recorded, and then the external transfers at the agent end.(Actually logic would dictate ...

RE: Caller ID not set properly when consulting

Posted By Kevin Young 06-23-2025 01:30
Found In Egroup: Genesys Cloud - Main \ view thread
The Caller Id development 'might' cover your scenario, though it is not clear if it is for consult. https://genesyscloud.ideas.aha.io/ideas/TEL-I-345 ------------------------------ Kevin Young TTEC Digital, LLC kevin.young@ttecdigital.com ------------------------------

RE: Retain data from one in-queue flow to another

Posted By Kevin Young 05-20-2025 03:18
Found In Egroup: Genesys Cloud - Main \ view thread
If i understand you correctly, you are using the transfer to voicemail block in architect. When in a queue flow this is restricted to the current queue, which sounds like where you are. transfer to an Inbound Call Flow and the block will allow you to transfer to any queue, using participant data ...

RE: Queue: Unknown

Posted By Kevin Young 05-12-2025 07:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Carmine, Create a new role with just the Routing->Queue->Search, then add that role to the agent, or to the group if using inheritance. Then scope the other division(s) that you want them to use that role for, in you case example add the role to Carl, and select the 'Customer service' division. ...

RE: Queue: Unknown

Posted By Kevin Young 05-12-2025 04:36
Found In Egroup: Genesys Cloud - Main \ view thread
Ah, i see now. I tested the same, and this is definitely a support case candidate. The fact that on a browser refresh while you have the alert being presented, and after refresh it shows the queue, is not consistent, and should be corrected. I found that If i assigned Routing -> Queue - Search ...

RE: Queue: Unknown

Posted By Kevin Young 05-12-2025 01:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Carmine, Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing (Scripter.Queue Name). --------- ...

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Kevin Young 05-02-2025 03:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Shane, As far as I am aware you cannot force a DID to go over the external trunk when it is defined as an internal range, i.e not from your BYOC provider. Even external facing DIDs would still be kept 'internal' afaik. The only way we achieve this is to have DIDs provisioned externally, not defined ...

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Kevin Young 05-01-2025 05:11
Found In Egroup: Genesys Cloud - Main \ view thread
For Scenario 2, Change the transfer to queue to a transfer to DID (any made up internal one will do) that has an inbound call flow that will secure pause. This way the call flow will be guaranteed to execute, whereas an in queue flow is not, depending on agent availability. ------------------------------ ...

RE: Agent Call Drops/Disconnections | Recover Call Solution

Posted By Kevin Young 04-10-2025 01:54
Found In Library: Genesys Cloud - Main

RE: Agent Call Drops/Disconnections | Recover Call Solution

Posted By Kevin Young 04-10-2025 01:54
Found In Egroup: Genesys Cloud - Main \ view thread
Seems that the original OP went silent after this post, and there seems to be a lot of interest in the solution. I have attached 3 files, hopefully they will attach to this post and be able to be downloaded. Update 480 and Get-Conversation should have the extension changed back to .json, and ...