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Dan Wong

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Secure Pause - Incorrect Real-time Duration

Posted By Dan Wong 12-16-2025 07:23
Found In Library: Genesys Cloud - Main
Hi all, Our organization uses Secure Pause to mask credit card details during inbound call transactions. We've noticed some incidents where agents select the Secure Pause icon in the UI but do not appear to deselect it after completing the transaction and it remains active until the interaction ...

RE: Telephony-0010 and Telephony-0011 Events recently started

Posted By Dan Wong 10-01-2025 10:43
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for sharing! Did you find this on all interactions or did it only occur on a certain proportion? Was there any particular duration these interaction would eventually "Error" and disconnect? "This kept happening for approximately 10 seconds..." Would i be right in staying you saw this ...

RE: Telephony-0010 and Telephony-0011 Events recently started

Posted By Dan Wong 10-01-2025 03:48
Found In Egroup: Genesys Cloud - Main \ view thread
We also seem to have increased reports of WebRTC endpoint disconnect, reason-iceIdleDetection and Failed to rejoin call leg. Similar to @Judy Kerbel, unsure whether this behaviour always occurred but now is displayed slightly differently in Genesys, therefor have not raised a case with Genesys (yet). ...

RE: AWS S3 Recording Bulk Actions Integration via APIs

Posted By Dan Wong 09-29-2025 10:01
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Great thanks! That worked ------------------------------ Dan Wong EUC Engineer ------------------------------

AWS S3 Recording Bulk Actions Integration via APIs

Posted By Dan Wong 09-26-2025 11:33
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello, Our organisation is using the AWS S3 Recording Bulk Actions Integration to export recordings from Genesys Cloud to an S3 bucket. We've successfully configured the integration - test calls are appearing in the bucket when using Policies with the "Export copy of recordings" action. So we know ...

RE: Cannot see user's presence and status

Posted By Dan Wong 07-21-2025 09:51
Found In Egroup: Genesys Cloud - Main \ view thread
Subhajit - we had issues this morning where Presence > User Presence > Edit as this was missing from a custom role we created. Reviewing the Audit logs, couldn't see any changes made on that permission. Not sure it its linked to the latest release notes scheduled for this week (Deprecation: ...

RE: Message - Skill based internal transfers

Posted By Dan Wong 07-08-2025 14:09
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Cameron for your reply! For the internal transfer Option 1 would be perfect - how would the agent evoke the message back into the Flow? when selecting the transfer icon, only options I could see were User or Queue ?

Message - Skill based internal transfers

Posted By Dan Wong 07-08-2025 10:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all We would like to setup our Messenger using a single queue with 2 Skills - Customer Service and Sales. Could be instances where agents would need to transfer the customer to the other Skill. For inbound calls, we have created "dummy DDIs" through External Contacts which routes to ...

RE: Quality > Policies > Editing Archiving recordings

Posted By Dan Wong 06-25-2025 11:51
Found In Egroup: Genesys Cloud - Main \ view thread
Great, thanks for confirming ! ------------------------------ Dan Wong EUC Engineer ------------------------------

Quality > Policies > Editing Archiving recordings

Posted By Dan Wong 06-25-2025 10:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, Wondering if anyone can answer the below? Originally set a Policy to Archive Specific Queues calls after 2 years - main consideration being the size needed for storage. We have now exceeded this time frame and interactions are correctly archiving. We have decided ...

RE: Multiple Genesys Cloud Embeddable Framework

Posted By Dan Wong 06-11-2025 16:15
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for your responses. "....if you want an agent to use different clients at different times of the day, the agent can log out of one instance, shut it down, then log into a different embedded client instance." Apologies - should have added that to the initial post - users would only log ...

Multiple Genesys Cloud Embeddable Framework

Posted By Dan Wong 06-10-2025 06:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, We currently have Saleforce Data Actions Integration via AppFoundy working and want to add a new "Genesys Cloud embedded client" Integration and run simultaneously on different call routes / flows. We do not use Genesys Cloud Communicate for mobile apps. Want to validate after reviewing ...

RE: External Contacts - division awareness

Posted By Dan Wong 05-12-2025 06:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Becky, Hope you're well! Believe this feature is now release. Divisions for External Contacts quick start guide - Genesys Cloud Resource Center Our use case: We have divisions to split out different countries. Currently have "External Contacts" configured to ...

Agent UI: Interactions and Calls tab consistently Disconnecting

Posted By Dan Wong 03-28-2025 11:07
Found In Library: Genesys Cloud - Main
#Omni-ChannelDesktop/UserInterface #SystemAdministration #Telephony #Unsure/Other

Agent UI: Interactions and Calls tab consistently Disconnecting

Posted By Dan Wong 03-28-2025 11:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all Wondering if anyone has experienced the below or can suggest a solution please? I have a user who's Interaction and Calls tab keeps disconnecting after ever few minutes impacting calls and browser call controls. When reviewing the console logs, it shows: [streaming-client] ...

RE: Genesys Cloud: Disaster Recovery and Backup Automation

Posted By Dan Wong 01-08-2025 03:55
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Mark for the reply! Regarding the hybrid model, were there any significant gaps between option 1 or 2 which influenced your decision to this approach? We are still in the early discovery and have not yet delved deeply into the details. ------------------------------ Dan Wong ...

RE: Genesys Cloud: Disaster Recovery and Backup Automation

Posted By Dan Wong 01-08-2025 03:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Jim - will review the Blueprint above with our DevOps Team to see what option 1 can offer :-) ------------------------------ Dan Wong EUC Engineer ------------------------------

RE: Genesys Cloud: Disaster Recovery and Backup Automation

Posted By Dan Wong 01-08-2025 03:39
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Seean - seems a sensible approach - will add this to our considerations! ------------------------------ Dan Wong EUC Engineer ------------------------------

Genesys Cloud: Disaster Recovery and Backup Automation

Posted By Dan Wong 01-06-2025 06:34
Found In Egroup: Genesys Cloud - Main \ view thread
We are currently exploring disaster recovery strategies for Genesys Cloud, particularly focusing on how to handle the complete loss of our existing Genesys Cloud organization and the subsequent need to recreate a new organization from scratch. Our primary goal is to recreate a "snapshot" or ...

RE: Inbound: Agent Script - Participant Data to be viewed but removed / masked after the interaction has ended (PII)

Posted By Dan Wong 07-31-2024 05:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul Thanks for the detailed response! Will try this out in our UAT Org to see if it gives the results we want. Ideally, we don't want to store the PII data as PD in the first place (only requirement is for the agent script). Our thought process was it had to be stored this way ...