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April Uran

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RE: re. How to clear current Intent in a Bot Flow

Posted By April Uran 02-04-2025 10:13
Found In Egroup: Genesys Cloud - Main \ view thread
I am also looking for a way to clear the intent. This is my situation. I have a call that goes through my voice bot. the caller selects and intent. Once the call reaches an agent the agent needs a way to get the caller to someone that can help them because the intent they selected is incorrect. We are ...

RE: QOTM: What's the most memorable gift you've received?

Posted By April Uran 01-02-2025 11:42
Found In Egroup: Genesys Casual \ view thread
The most memorable gift I have ever received has to be a book my daughter gave me. It was a book she wrote about me. It was so special because we were deep in to her teen years and didn't get along much in those days. It was like a big hug and reassurance I didn't know I needed as a mom. It is wild how ...

RE: What's your favorite Cryptid?

Posted By April Uran 10-30-2024 13:06
Found In Egroup: Genesys Casual \ view thread
I am going with Bigfoot. I am from Blue Ridge Georgia and they have a whole museum dedicated to this thing. ------------------------------ April Uran Sad Face Error on PureInsights Screen ------------------------------

RE: Passing External Contact Data to Web Messenger

Posted By April Uran 05-06-2024 15:39
Found In Egroup: Genesys Cloud - Main \ view thread
@Lawrence Drayton I am tagging you since it didn't work in my message above. ------------------------------ April Uran Utilities Protection Center ------------------------------

RE: Passing External Contact Data to Web Messenger

Posted By April Uran 05-06-2024 14:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Lawrence, Do you mind sending me the data actions? I am trying to set this up as well and really struggling. ------------------------------ April Uran Utilities Protection Center ------------------------------

Genesys CX behavior after Out of the Office is turned off

Posted By April Uran 05-03-2024 08:44
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
I have a handful of uses that utilize the inside Genesys out of office feature. They report that upon returning and switching the toggle off they cannot receive direct user calls (queue interactions are fine) and that they loosed the sound profile and have to select it again. Has any one ...

RE: No audio for first call of the day...

Posted By April Uran 05-23-2023 11:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Penny! I'd say welcome to the club but its really not been fun. I am going to add your case number to mine as well. Feel free to reference my case as well if you would like. Mine and Scotts is in this thread. ------------------------------ April Uran Utilities Protection Center --------- ...

RE: No audio for first call of the day...

Posted By April Uran 05-23-2023 10:48
Found In Egroup: Genesys Cloud - Main \ view thread
Can I get your case number to reference in my case? I feel like the more of these guys that see there are more than one case that really is the same the more traction we may get. I also added the link to this thread to my ticket. ------------------------------ April Uran Utilities Protection ...

RE: No audio for first call of the day...

Posted By April Uran 05-23-2023 10:36
Found In Egroup: Genesys Cloud - Main \ view thread
We are still having the issue. I was finally able to recreate it on my own machine and get logs for Genesys yesterday. I don't mind to share that my case number with them is 0003286756. Feel free to reference it and maybe they will get to the bottom of it. ------------------------------ April Uran ...

RE: No audio for first call of the day...

Posted By April Uran 04-18-2023 11:47
Found In Egroup: Genesys Cloud - Main \ view thread
I have opened a case on the issue as well my case is 0003286756. Feel free to reference mine if you'd like. I do find it interesting that you don't see the issue on a windows 10 machine. We did a slow roll to windows 11 over several months (September 2022 to February 2023) and no one started reporting ...

RE: No audio for first call of the day...

Posted By April Uran 04-13-2023 11:47
Found In Egroup: Genesys Cloud - Main \ view thread
@Scott Kandel Id like to reach out and get more information on what you are seeing and what you have tried. I also am going to open a ticket with genesys support but wanted to indicate to them that you are also seeing the issue. Do you have a case number I could reference? ------------------------------ ...

No audio for first call of the day...

Posted By April Uran 04-12-2023 12:15
Found In Egroup: Genesys Cloud - Main \ view thread
Is anyone else experiencing where sporadically agents do not have audio for the first call of the day? The subsequent calls for the rest of the day have audio and work fine. We are using the browser version of GC in Chrome. Chrome is fully updated We are widows 11 Lenovo laptops (E595, E15, and ...

RE: ENTER TO WIN - Calling all system administrators!

Posted By April Uran 11-15-2022 12:11
Found In Egroup: Certification and Training \ view thread
What is your role? I am the Client Services Manager or a systems admin at Georgia 811. Which Beyond course(s) have you found most valuable for your role? Am I allowed to say all of them? I have done 67 hours worth in the last few months and they have been so beneficial in my ability ...