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William Chávez

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RE: Write Information back from Scripts into Third Party System

Posted By William Chávez 11-04-2020 10:36
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Florian: Also, you can check both capabilities of the Genesys Cloud for Zendesk integration and Genesys Cloud Embeddable Framework: https://help.mypurecloud.com/articles/about-genesys-cloud-for-zendesk/ https://help.mypurecloud.com/faq/do-the-genesys-cloud-embedded-clients-allow-us ...

RE: Write Information back from Scripts into Third Party System

Posted By William Chávez 11-04-2020 10:12
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Florian: I have not worked with Zendesk but I have worked with another Case Management System. I suggest that together with the Zendesk team you evaluate the possibility to get the URL of each one of the cases (I suppose they are identified by an unique code) in such a way that they ...

Consult Transfer to External DIDs from Scripts

Posted By William Chávez 11-03-2020 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Community: I appreciate your help and guidance in order to solve a problem with a Script we designed in Genesys Cloud. In that Script we set different Consult Transfer buttons to External DID numbers and also different Blind Transfer buttons to Genesys Cloud Queues. 1. When we clicked ...

RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

Posted By William Chávez 09-21-2020 08:35
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Henrique: In addition to the references you share in your post, you could check the following reference that offer detailed information about ports and services that need to be configure on the firewall, for any source device that initiates the network communication, specifically in the ...

RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

Posted By William Chávez 09-21-2020 08:32
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Henrique: In addition to the references you share in your post, you could check the following reference that offer detailed information about ports and services that need to be configure on the firewall, for any source device that initiates the network communication, specifically in the ...

Modify the key change schedule

Posted By William Chávez 09-17-2020 18:57
Found In Egroup: Genesys Cloud - Main \ view thread
Good evening community: What time interval do you recommend about the Key Change Schedule of Encryption Keys in Queality Management? Do you have any comments or suggestions before we change the default value of this configuration? What are the consequences that would be presented in the Edge Server ...

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 18:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi: It was a pleasure to have helped you. That is the purpose. I am glad for help you. ------------------------------ William Martín Chávez González Systems Engineer Global Networks Solutions S.A.S. ------------------------------

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 12:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi: Thank you. Please, check the following links, maybe those could help you: 1. https://help.mypurecloud.com/articles/custom-action-fails-for-unexpected-reason/ 2. https://help.mypurecloud.com/articles/requirements-for-the-data-actions-integration/ , Web Services Section (confirm the requirements). ...

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 12:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi: Thank you. Yes, you are right about the tel input definition, I forgot to write it between the quotation marks in the Request Body Template, sorry for my mistake. Did you consider to do the same request using Postman? You could try it and verify the response you expect receive. Thank ...

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 12:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi: Also in the response you get it said: ( "message": "Request body is malformed. Error: Invalid numeric value: Leading zeroes not allowed\n at [Source: (String)\"(\"tel\": 09011112222, That telephone value was not set as a string value; I think, it should be set like this ( [Source: (String)\"(\"tel\": ...

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 12:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi: Can the Content-Type be "application/json"?: yes, of course. it could be. Apparently, you defined the tel input as numeric value, but in your example you showed us that it must be a string value. As a result, in the response it says that it is not a valid numeric value because of the leading ...

RE: Request Template in Web Service Data Action

Posted By William Chávez 09-17-2020 11:29
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning: I think you can achieve that by doing the following tasks: 1. Define a Simple Input Contract with two input data in the schema: both strings, one for the tel and the other for the hash_key. The JSON representation of the Input Contract should be like this one: ( "type": "object", ...

RE: Can you change the hold music that plays when an agent places a customer on hold?

Posted By William Chávez 09-11-2020 09:21
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning: I appreciate if you can confirm to us if this requested feature was released in order to be set in a in-queue flow or to be used only in a specific queue? Thank you. ------------------------------ William Martín Chávez González Systems Engineer Global Networks Solutions S.A.S. ...

RE: Restrict Callback Timing

Posted By William Chávez 09-10-2020 09:13
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Todd: Plaease check the following Developers Forum discussion: https://developer.mypurecloud.com/forum/t/callback-timeout-to-be-answered/8601 I expect it helps to you.Also you can reply on it with your own suggestions or questions. ------------------------------ William Martín ...

RE: Change the script when transfer calls from a queueA to a queueB?

Posted By William Chávez 09-08-2020 10:25
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you George, is this the link of your Q&A video? Link: https://community.genesys.com/communities/purecloud?CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4 Link youtube: https://www.youtube.com/watch?v=PaUDUIA0Rts#action=share ------------------------------ William Martín Chávez González ...

Change the script when transfer calls from a queueA to a queueB?

Posted By William Chávez 09-08-2020 09:40
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Community: Usually, when an agent make a transfer from a queueA to a queueB, the call arrives to an agent that is a memeber of a queueB but with the Script that was set the first time the interaction arrived in queueA. Is there any configuration we can set in order to make the queueB ...

RE: Schedule callbacks during a voice interaction

Posted By William Chávez 08-25-2020 15:31
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for your clarifications. Appreciate your help. ------------------------------ William Martín Chávez González Systems Engineer Global Networks Solutions S.A.S. ------------------------------

RE: Behavior of callbacks offered in queued call flows

Posted By William Chávez 08-25-2020 15:26
Found In Egroup: Genesys Cloud - Main \ view thread
Good afternoon: Thank you for your confirmations. I understood that we can use the Observations API in order to monitor both 1) the number of callback interactions in queue - the oWaiting metric associated to the callback queue - and the 2) tWait metric; therefore to use the Conversations API ...

Behavior of callbacks offered in queued call flows

Posted By William Chávez 08-18-2020 09:25
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning, Community: If we schedule a callback by using the Architect In-Queue CallFlow Action called Create Callback, How long will the callback remain in the queue until it is answered? Genesys Cloud set any timeout to answer this type of interactions? 2.1. If so, what happens to ...

Schedule callbacks during a voice interaction

Posted By William Chávez 08-13-2020 10:58
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning Community: I appreciate your help with a question related to the following reference: Schedule callbacks during a voice interaction - PureCloud Resource Center PureCloud Resource Center remove preview Schedule callbacks during a voice interaction - PureCloud ...