Profile

Johnson Lu

Contact Details

My Content

1 to 20 of 31 total

RE: Set timezone UTC+7 in call flow and show on script

Posted By Johnson Lu 01-11-2024 00:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I collected ddmmyy from the customer. Regards ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

RE: Set timezone UTC+7 in call flow and show on script

Posted By Johnson Lu 01-10-2024 03:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Just happened I implemented a call flow recently for UTC+8, share with you here my architect's call flow that verifies the date. In the Update Data object, I have created 4 variables Task.ConvertedDate (Type: DateTime) - to convert the date into YYYYMMDD ...

RE: Frequent Error Codes for Specific Reps

Posted By Johnson Lu 11-29-2023 02:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Jacqueline, Remember these errors. I encountered them before. 1st line is telling you the call is not established, and the 2nd line is telling you your phone is unable to register to the GC. If you are using a Mobile App, you need to try a different WIFI connection, it may somehow ...

RE: Genesys IP Whitelist

Posted By Johnson Lu 10-08-2023 23:26
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Vaun McCarthy ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

RE: Genesys IP Whitelist

Posted By Johnson Lu 10-08-2023 23:24
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Paul ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

Genesys IP Whitelist

Posted By Johnson Lu 10-02-2023 11:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, If anyone know what are Genesys Cloud's IP addresses and ports required to be whitelisted for my 3rd party web service integration? My integration setup will only involve: Architect's call flow will invoke Genesys's Web Service Data Action, then integrate with the 3rd party Web Service ...

RE: Is it possible to use Intents bot and Digital menu at the same time

Posted By Johnson Lu 08-27-2023 22:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, My idea is you can design something like a navigation bar/quick link/button for the back to the main & switch to English below your 7 services, then your customers can click them whenever they need. Regards, ------------------------------ Johnson Lu MFE International ...

RE: Record custom WAV file for all users mailbox

Posted By Johnson Lu 01-03-2023 04:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Mostafa OUDDERHEM, If you are Architect Admin, you may replace the system prompt voicemail_welcome & voicemail_please_leave_message (Language: English United States) to meet your needs. ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

RE: Email Pre-requisite for GeneSys Cloud

Posted By Johnson Lu 01-03-2023 02:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Hanumanthaiah Thimmaiah I configured the email setup once. You will need to clarify a few questions with your client before choosing the correct setup. From https://help.mypurecloud.com/articles/about-acd-emails/, under the Provision Domain section, you may first need to figure out which ...

RE: Analytics Workspace – GA Update, FAQs, Resources

Posted By Johnson Lu 03-30-2022 23:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Genesys, May we get this type of 'big' impact/deployment improved? I have experienced this type of release which is related to new permissions required many times over the years, but not seeing Genesys taking caution/ more careful action/ improvement. Since this release impacted all supervisors ...

RE: About Edge Server routing.

Posted By Johnson Lu 12-11-2020 01:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, the inbound calls route to which edge by your voice gateway. Voice gateway either by round-robin or random send call to edges. ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

RE: Edge pairing

Posted By Johnson Lu 11-05-2020 02:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Edward, This is almost impossible without an LCD display. I have option 1 - Find/share the LCD display with your other edge, then try the factory reset the edge. Then repeat step 3. The other option or hope is the iLO access. This may need to work with Genesys Care to ask for the edge credential. ...

RE: call Recording

Posted By Johnson Lu 10-21-2020 05:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Anitha, You can make it happens by creating a custom role that consists of the permission Recording>Recording>View with the specific condition given. The specific condition is 1. Condition Type = user 2. Operator = Equals 3. Value = current User After this custom role created, you need ...

How to configure the edge firmware upgrade at different timing edge by edge

Posted By Johnson Lu 10-01-2020 04:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, May I ask if possible to have edge firmware upgrade at different timing to reduce the impact as their operation is 24 X 7? Number of edges: 2 Site: same Edge Group: 1 for both Preferred: 1st edge upgraded Sat midnight, after 1 week later only, 2nd edge upgraded. May I know this is ...

RE: Agent Status Incorrect

Posted By Johnson Lu 09-20-2020 21:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, All, May I request all of you to vote for this idea? https://genesyscloud.ideas.aha.io/ideas/CLINB-I-947 Many of us 'suffered' a lot with this "You're not responding..." error, but most of the time, we don't know even support don't know how to trace the problem, and it has to start from the ...

RE: International Calls reporting

Posted By Johnson Lu 07-17-2020 05:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Not sure will this help you. Assume you are looking for all outbound calls, you may try to use Performance -> Interactions View, then filter by: Direction = Outbound Initial Direction = Outbound Remote = (Specific country or International) this may depend on what is your International number ...

Is that a way to automatically disconnect ACD Voicemail interaction after a period of time?

Posted By Johnson Lu 06-25-2020 04:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, May someone advise if there is a way to configure such that the ACD Voicemail interaction can be automatically ended or disconnected itself after a period of time? Understand that we can use Routing -> Disconnect Interactions one by one, but this is not the approach I am looking for. If ...

RE: Have you seen the new Coaching Feature?

Posted By Johnson Lu 06-18-2020 06:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Paul, Thanks for sharing. This is a useful feature instead. Found that adding new notes, will not alert the other party(supervisor or agent). Besides notes, all the other changes on the appointment, an alert will send out. Also, once the appointment set to completed, it does not have any ...

RE: Virtual Edge on VMWare

Posted By Johnson Lu 06-16-2020 04:00
Found In Egroup: Genesys Cloud - Main \ view thread
Actually, this have been requested, but not in the development list. https://purecloud.ideas.aha.io/ideas/EDGE-I-101 May get all of us voted that too, thanks ------------------------------ Johnson Lu MFE International Pte Ltd. ------------------------------

ACD Voicemail as survey open question

Posted By Johnson Lu 06-10-2020 04:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I am setting up a workaround for my customer request. - Post Survey's Short answer question. The customer is asking before a call ended, agent to route calls to survey questions (give ranking), which I can use IVR, + a short answer question(ie, what do you feel about...?), which customer will ...