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James Dunn

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RE: Handling maximum flow-size in an Inbound Message Flow

Posted By James Dunn 04-01-2026 04:35
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks @Kaio Oliveira, I'm glad to hear that we have come to the same conclusion (to use the bot flow). I can't quite remember the specifics, but I think we had direction from Genesys several years ago that best practice was to leverage the message flow for most logic, but, as time passes, this seems ...

Handling maximum flow-size in an Inbound Message Flow

Posted By James Dunn 03-31-2026 10:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Typically, how do people handle a situation where they reach the maximum flow size in an Inbound Message Flow? We are approaching this scenario. In a call flow, we can transfer to a new flow and pass variables across (if needed), and have the call continue. But, you can't transfer from one ...

RE: Genesys Cloud Copilot - Ask the Expert Series

Posted By James Dunn 02-27-2026 04:42
Found In Egroup: Certification and Training \ view thread
I look forward to seeing this in production, I wasn't aware of it until someone linked this thread elsewhere. I am very surprised you went for the Copilot name seeing as you already have Agent Copilot, that might start to get confusing... Unless they are meant to be the same product, but expanded? ...

RE: Persistent Connection + Media Recovery

Posted By James Dunn 02-24-2026 12:02
Found In Egroup: Genesys Cloud - Main \ view thread
This is what we sent to our team leaders. It would be good to hear from someone at Genesys to confirm our understanding is correct: -- Simplified Explanation of the New Genesys WebRTC Updates Genesys has released two updates that improve how the softphone (WebRTC) works for agents: A new ...

Handling "No Input" inside an AI Guide

Posted By James Dunn 02-12-2026 07:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I have an AI guide in use (in QA) and I'm trying to handle situations where the customer doesn't respond (no input). I thought I could capture this with some in-guide IF/THEN logic but, in the case of no input, it just seems to just repeat the prompt question. Has anyone successfully managed ...

RE: Flow Executions - History not showing the most recent version

Posted By James Dunn 02-05-2026 05:31
Found In Egroup: Genesys Cloud - Main \ view thread
We also get the issue occurring. Searching by conversationId seems to be reliable but using the History button in the flow isn't always. Searching by conversationId is not always convenient (or possible). ------------------------------ James Dunn Telecoms Specialist ----------------------------- ...

RE: Persistent Connection + Media Recovery

Posted By James Dunn 02-04-2026 04:32
Found In Egroup: Genesys Cloud - Main \ view thread
We are also seeing agents report that "Not Responding" message showing up, including when no calls are delivered to them. My interpretation is that their persistent connection is breaking due to some sort of network blip (home wifi disruption etc), and Genesys Cloud is immediately trying to re-establish ...

RE: Strategy for replicating one Genesys Cloud org to another?

Posted By James Dunn 01-29-2026 06:03
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thanks Rukshan, appreciate the pointers - thank you. ------------------------------ James Dunn Telecoms Specialist ------------------------------

RE: Strategy for replicating one Genesys Cloud org to another?

Posted By James Dunn 01-29-2026 06:02
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thanks Lucas, yes, yours is one of the guides I had found useful to get a broad understanding of how it works. Appreciate it. ------------------------------ James Dunn Telecoms Specialist ------------------------------

RE: Integrate n8n workflows with Genesys Cloud

Posted By James Dunn 01-29-2026 05:57
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
That does look very useful & usable, actually. Very nicely demonstrated. One question, you mention: Notifications for when new users are added to an org How are you detecting that new users were added (to trigger an event)? ------------------------------ James Dunn Telecoms Specialist - ...

RE: Emergency Schedule Calendaring (Set Start/End Date & Time)

Posted By James Dunn 01-28-2026 09:22
Found In Egroup: Genesys Cloud - Main \ view thread
I fully agree that a "End Time", and scheduling options, would be useful. We rarely use Emergency Groups but sometimes there are exceptions where we don't want to have to configure custom logic in tables etc, just for one particular use case - so we sometimes use the Emergency Group routing for this. ...

RE: Strategy for replicating one Genesys Cloud org to another?

Posted By James Dunn 01-27-2026 09:09
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I'm struggling to envision how I can apply this to our day-to-day workflow. I've been able to install Terraform, used it to export the users list, created a test Call Routing thing etc - to get a general concept of it. But, to take it beyond that, I'm a little hazy. Presumably there aren't any orgs ...

RE: Strategy for replicating one Genesys Cloud org to another?

Posted By James Dunn 01-26-2026 07:42
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
If you don't mind me asking, how did you get started with Genesys Cloud & Terraform? I've not really tried it at all and have no experience of Terraform, but it's something I want to explore to understand the value of. But, there doesn't seem to be any "total beginner" documentation out there, most of ...

RE: IVR Prompt Adding Extra Zeros During Confirmation in conversational bot

Posted By James Dunn 01-26-2026 04:52
Found In Egroup: Genesys Cloud - Main \ view thread
We had something similar, although in our case it wasn't captured in the flow correctly (i.e. it wasn't just confirmation wrong - it actually took the wrong input) - like you, extra zeroes were captured. For us the fix from support was to disable Intent Classification Hinting in the Bot Flow User Input: ...

RE: ListPicker change button label "Get Started"

Posted By James Dunn 01-21-2026 05:49
Found In Egroup: Genesys Cloud - Main \ view thread
Did you ever find a way to update this? We've only made a couple of List Pickers but I've noticed that on one, where we used the inbuilt List type for the slot type, the button is different ("View Selection"). For another where we constructed the List Picker through expressions, it's "Get Started". ...

RE: List Picker with Dynamic List slot type

Posted By James Dunn 01-20-2026 06:14
Found In Egroup: Genesys Cloud - Main \ view thread
Ok, I was able to create one with a loop through the collection to construct the item, item collection, section, section collection - and it renders correctly. Not as elegant as doing it in one expression maybe, and perhaps there is a better way? ------------------------------ James Dunn Telecoms ...

List Picker with Dynamic List slot type

Posted By James Dunn 01-20-2026 04:59
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Has anyone successfully created a List Picker using a Dynamic List slot type? I'm trying to, but struggling with the syntax needed in the MakeListPicker() expression. I've created the slot type, pass in the string collection, but I'm getting kind of stumped when actually creating the List Picker ...

RE: Integrate n8n workflows with Genesys Cloud

Posted By James Dunn 01-20-2026 04:25
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Lucas, Very interesting, can you give (or suggest) an example of a use how - how are you using it, or how could you use it? I'm not familiar (in any depth) with N8N. ------------------------------ James Dunn Telecoms Specialist ------------------------------

RE: WebRTC phone housekeeping - Any tips?

Posted By James Dunn 01-16-2026 04:39
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Not quite as elaborate as that but I also created a helper application, it takes a custom CSV (like the bulk user upload) but as well as creating the user it does the phone, manager assignment, assigns queues, assigns skills etc. I have a few different templates pre-populated with skills so when different ...

RE: November 2025 Performance View

Posted By James Dunn 01-13-2026 04:11
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi, This appears to be because of the Daylight Savings timeshift during that month. It is still showing a day's worth (24 hours) of interactions, just because of the clocks changing it appears skewed. Depending on whether your operating hours fall neatly into it (i.e. your lines close before 7pm ...