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Marco Choiniere

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Conversation API with Client Crendentials

Posted By Marco Choiniere 11-06-2017 22:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, I'm trying to pull the conversation details from purecloud in order to publish stats in Salesforce. I was thinking about using the client credentials grant type since I don't want anybody authenticating (it's a background process on a server). However, when I make the call, I get an empty ...

Salesforce lighting integration

Posted By Marco Choiniere 11-03-2017 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there a way to have an agent put in a wrap up code for a direct call ? (call not passed from a queue). We noticed that when a call comes in and that salesforce doesn't find the number it displays a create contact window which is fine. However when the agent creates the contact and ...

RE: Set voicemail language per user

Posted By Marco Choiniere 10-26-2017 14:38
Found In Egroup: Genesys Cloud - Main \ view thread
Sorry, wrong account. Thanks for the answer also :)

Provisionning configurations

Posted By Marco Choiniere 10-26-2017 12:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We use Polycom VVX 311 phones. When provisonned with purecloud, the message center on the phone is enabled by defaut. I can change this configuration directly on the phone to disable it in order that when the user hits the vm button on the phone, it directly dials the *86 to get to voicemail ...

Voicemail notification by email

Posted By Marco Choiniere 10-23-2017 14:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, How do you activate/deactivate the voicemail notification email ? I know that the user needs to have the receive voicemail right to receive voicemails. Is there a way to toggle on or off the email notification ? Thanks.

Set voicemail language per user

Posted By Marco Choiniere 10-23-2017 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
I have noticed that you can change the language on an edge or edge group and that changes the language prompt when we dial for voicemail. Is it possible to change it per user instead ? In the same site, I have people that prefer french and other english. How do I accomplish this ? Marco.

RE: Salesforce Lightning integration issues

Posted By Marco Choiniere 10-20-2017 13:00
Found In Egroup: Genesys Cloud - Main \ view thread
Alright, thanks !

RE: Salesforce Lightning integration issues

Posted By Marco Choiniere 10-17-2017 14:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Richard, I'm aware that I have already asked this question and that's why I said in my post that it was upcoming in the future. However your mention of the purecloud for chrome extension got me curious. I have done a quick search and found that there's an extension put it seems ...

Salesforce Lightning integration issues

Posted By Marco Choiniere 10-16-2017 13:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We plan to roll out Salesforce Lightning but we are having some issues with the purecloud integration. It seems that the purecloud app doesn't popup when an incoming call comes in. I have been told that this is an upcoming feature. My biggest concern is that if the browser window isn't ...

What are the behavior differences in purecloud when switching from Salesforce classic to lightning ?

Posted By Marco Choiniere 10-11-2017 12:12
Found In Egroup: Genesys Cloud - Main \ view thread
We are trying to move from Salesforce Classic to Salesforce Lightning and I have observed the following: 1. We are passing parameters in the sf_urlpop to populate some fields on the create contact page. When we switch to lightning, the create contact page comes up but the fields aren't populated. ...

Groupe Voicemail MWI

Posted By Marco Choiniere 07-19-2017 11:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, It would be really nice that when a group voicemail has a new voicemail, it would send the MWI message to all the phones of all the members of the group. Also, it would be really nice to have a way to access the group voicemail directly without having to navigate the menu when calling ...

RE: Call flow involving edges and bridge servers

Posted By Marco Choiniere 07-18-2017 15:32
Found In Egroup: Genesys Cloud - Main \ view thread
I saw in the documentation that the ivr configs are copied in the edges for disaster recovery. I was wondering if the bridge action in the ivr will still execute even if there's no internet connection ? All the datadip things are on premise, not on the cloud.

RE: Call flow involving edges and bridge servers

Posted By Marco Choiniere 07-18-2017 15:30
Found In Egroup: Genesys Cloud - Main \ view thread
Yes Salesforce is a cloud solution. What I was wondering is if the datadip action is done from the edge or from purecloud(cloud) ?

Call flow involving edges and bridge servers

Posted By Marco Choiniere 07-18-2017 12:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, I'm writing an internal admin documentation for our PureCloud integration with Salesforce. However I'm not sure about the actual call flow. This is what I think happens: Incoming call goes to our media gateway (audiocodes) Gateway sends call to PureCloud Edges. Edges sends call ...

RE: Call Data Action - Architect

Posted By Marco Choiniere 07-12-2017 11:46
Found In Egroup: Genesys Cloud - Main \ view thread
It's in Architect. Thanks. Marco.

RE: Call Data Action - Architect

Posted By Marco Choiniere 07-11-2017 17:19
Found In Egroup: Genesys Cloud - Main \ view thread
What I meant is that with the bridge server and the salesforce intergration, I can query a custom field in the contact object. With the salesforce data action, I can't seem to be able to do that. Thanks. Marco

RE: Call Data Action - Architect

Posted By Marco Choiniere 07-11-2017 15:40
Found In Egroup: Genesys Cloud - Main \ view thread
I use a custom attribute with the bridge server but I don't see how I can use it with the call data action. Is it possible ? Thanks. Marco.