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AdAM Firestine

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RE: Changeing Voice Mail Announcement

Posted By AdAM Firestine 11-13-2019 15:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Brian, Might have a couple options we could try that could potentially work, but no, PureCloud does not have something like this out of the box. Like I mentioned earlier, we could use a remote phone i.e. their cell phone in combination with the mobile app. They would be able to call ...

RE: Workforce Management schedule change audit file?

Posted By AdAM Firestine 11-13-2019 14:59
Found In Library: Genesys Cloud - Main

RE: Workforce Management schedule change audit file?

Posted By AdAM Firestine 11-13-2019 14:59
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Brian, I'm no WFM master, but I do know there's absolutely record of changes to schedules we could reference on the back-end. I'm not too sure how detailed and granular those would be, but we could use the scheduleID or the GUID of the schedule where changes were made. You can locate that here: ...

RE: Changeing Voice Mail Announcement

Posted By AdAM Firestine 11-13-2019 14:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ben, Could you give me some more detail or use-case on what you mean by "change their voice mail"? Are they having issues accessing their voice mail when OoO? We could always set them to a remote phone, say their cell phone, and access that via *86 when answering that. Maybe forwarding their calls ...

RE: Archive Interactions

Posted By AdAM Firestine 11-13-2019 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ben, Recording policies are relatively granular on how you want to archive those. You can specify amounts of days after you'd like to archive those i.e. 30/60/90, etc., specific agents, specific queues, specific wrap-up codes, date ranges, duration of calls, and of course media types. We don't ...

RE: Cant Collect Input in Flow

Posted By AdAM Firestine 11-13-2019 13:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Pradeep, Even though I'm not a dialer/flow expert, I think we may need some additional context to move forward with this. Currently not aware of any issues related to issues with DTMF (Dual Tone – Multi Frequency) issues within flows on a platform level. If you haven't opened a case with the Care ...

AMA Intro - Adam Firestine, Senior Engineer and UI Expert

Posted By AdAM Firestine 11-12-2019 07:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Everyone, I'm a Senior Engineer that works on PureCloud. I mainly focus on issues that pertain to things within the UI or User Interface. I have been with Genesys for 2 years and have worked on PureCloud that entire time. I will be one of the experts on the Scheduling AMA tomorrow (11/13) ...

RE: Unable to Edit Title and Department

Posted By AdAM Firestine 05-01-2019 11:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul, We do have a separate bug open for the issue you're describing where direct messages are appearing blank and the development teams are working diligently to address that. Concerning the issue where we are unable to edit the "Title" and "Department" fields, we do have another workaround ...

RE: Unable to Edit Title and Department

Posted By AdAM Firestine 04-30-2019 09:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matthew, Yes, some organizations are seeing this behavior. If you have a case open, please reference SERVOPS-6859, so we can follow up with the development teams on that. The behavior being described, is that when an individual types in either of those fields, the characters are removing themselves. ...

RE: Unable to Edit Title and Department

Posted By AdAM Firestine 04-03-2019 14:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ramsey, Yes, that bug is still in production environments. There is a separate case open with the development teams to address that. If you have a case open with Care, please reference SERVOPS-6556 for that. The development teams are still in testing with it, but are seeing success with it in our ...

RE: Unable to Edit Title and Department

Posted By AdAM Firestine 04-02-2019 09:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, Just wanted to let you know that the development teams were able to get the hot-fix for this pushed out last night. As of now, Name, Title, and Department should be able to be edited by users that have the directory:user:edit permission. If users are unable to edit these, please verify that ...