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RE: FAILED TO CONNECT WITH THIS SESSION TRY AGAIN.

Posted By A Contributor 02-28-2018 06:25
Found In Egroup: Genesys Cloud - Main \ view thread
I have a customer who is working from home and when she receives calls The follwoing error appears – Failed to connect with this session, please try again later. This error happens even though the call is being made but the agent cannot hear anything

The PureCloud Community is changing on Friday, March 2nd at 12 PM EST!

Posted By A Contributor 02-27-2018 18:56
Found In Egroup: Genesys Cloud - Main \ view thread
Last week we announced that the PureCloud Community would soon be changing. Here are the specifics… This change is part of our effort to move all three customer communities (PureCloud, PureConnect, PureEngage) onto one Genesys Community site! This is a work in progress. PureEngage is already ...

RE: Why has the export activities from schedules changed to UTC time ONLY?

Posted By A Contributor 02-27-2018 18:31
Found In Egroup: Genesys Cloud - Main \ view thread
Sometime this week. It's done, I'm just running through a bunch of tests to make sure we don't break anything else. I'll update here when it's live.

RE: Why has the export activities from schedules changed to UTC time ONLY?

Posted By A Contributor 02-27-2018 18:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hey, any update as to when this would be back ?

RE: Outbound Campaign call not disconnecting on clicking disconnect button. when the customer is not connected.

Posted By A Contributor 02-27-2018 10:44
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the thorough description, that does seem like unusual behavior. Can you direct this question to support to gather more details and start the troubleshooting process? In the meantime, if these interactions are holding up your agents, you should be able to use the wrap-up functionality ...

Is there a report that shows what skills are being requested during an incoming call?

Posted By A Contributor 02-26-2018 16:29
Found In Egroup: Genesys Cloud - Main \ view thread
I have queues that if you press 1 for non-technical skills, press 2 you get technical skills. I need to know how many calls come in for each. I've looked at all the queue reports but didn't find anything I could use. Any suggestions?

RE: We are using the voicemail functionality and voicemails are playing thru the computer not the phone. Is there a way to have the voicemail message play thru the phone like calls do?

Posted By A Contributor 02-26-2018 15:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Renee Martinez? I am assuming you are using WebRTC like we are. The easiest way to do this is to dial *86 to get into the voicemail system. The other thing you can do is Right-click the speaker icon in the taskbar notification area. Click Playback Devices. Click the icon for your headset ...

How to clear a call that is stuck in queue.

Posted By A Contributor 02-26-2018 09:30
Found In Egroup: Genesys Cloud - Main \ view thread
On occasion, when PureCloud has an enhancement to the queue(s), we will have calls that become stuck and stay attached to the agent. At present I have one showing still attached for 21 days. I used to be able to go into API Explorer (in developer tools) and blast it away. It appears that there have been ...

Outbound Campaign call not disconnecting on clicking disconnect button. when the customer is not connected.

Posted By A Contributor 02-25-2018 18:52
Found In Egroup: Genesys Cloud - Main \ view thread
We are running an outbound campaign in Preview mode. When the call is presented to the agent, agent picks up the call, dials the customer using "make call". After talking to the customer, if I am not wrong, the agent has to disconnect the call first, wrap it up and then click disconnect again to completely ...

RE: WebRTC vs SipSoft Phone

Posted By A Contributor 02-25-2018 16:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Xander. This is helpful. I have noticed intermittent call drop outs, echoing etc with WebRTC so will raise a job with support.

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-25-2018 11:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jorge, Here's a link to the documentation, as requested... https://help.mypurecloud.com/articles/ivr-usage/ Thank you, Clay

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 15:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Clay, great news! Can you please share me the link or official doc in order to support this you said? Our customer need to be sure that no additional fees will pay for this scenario. Thank you! Jorge L.

RE: Is there a way to print an entire completed evaluation? We need to add some of these to personal files. The report doesn't give all the information. I need the actual evaluation with score.

Posted By A Contributor 02-23-2018 14:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Nicole, I certainly understand the need for that and it's an enhancement that we plan to add (a new field/button (print) in the completed evaluation to allow printing the evaluation with all interaction data, all question groups and questions. Right now that doesn't work well - though you can technically ...

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 14:37
Found In Egroup: Genesys Cloud - Main \ view thread
Here's what I learned... "There are no IVR charges for calls that are in ACD routing, only for calls that are in a PureCloud IVR flow for the duration that they are in that IVR flow."

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 14:18
Found In Egroup: Genesys Cloud - Main \ view thread
I'll try to find some clarification for you.

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 14:18
Found In Egroup: Genesys Cloud - Main \ view thread
Apologies for the mistake in your name Clay.

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 14:16
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Caly, Yes, that´s the reason why I am looking for more details about. I mean, we are going to proppose PureCloud whitout IVR funcitonallity, this function will be provided for an external IVR, so I need to understand when a call is send from this external IVR to the ACD queue and it is ...

RE: My customer is using an external IVR platform, so it only going to send calls to the agents when required, I wonder if charges are applicable if no PureCloud IVR exist on this

Posted By A Contributor 02-23-2018 14:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jorge, Have you taken a look at our Billing FAQs article? https://help.mypurecloud.com/articles/billing-faqs/ The "What are excess call usage charges?" section might be helpful. Thank you, Clay

RE: Assign queues to an agent

Posted By A Contributor 02-23-2018 11:31
Found In Egroup: Genesys Cloud - Main \ view thread
Sure, I can increase the limit to 10.

The PureCloud Community will soon be changing...

Posted By A Contributor 02-23-2018 10:46
Found In Egroup: Genesys Cloud - Main \ view thread
Genesys is pleased to announce that the PureCloud Community will soon be moving to a new platform! This is the next step of a project that brings all of our customer communities onto one site. Please stay tuned for more updates in the coming days. Here are some things that we can look forward ...