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John Previte

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I'm trying to setup our first Polycom SoundStation IP5000, and have followed the instructions provided by the PureCloud Resource Center and still no luck.

Posted By John Previte 09-13-2017 15:47
Found In Egroup: Genesys Cloud - Main \ view thread
Any idea why it won't setup?

RE: Is there a way to build a QA report that can break down by each area of the form?

Posted By John Previte 08-23-2017 13:18
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Actually both would be great, but we need to be able to see how our department is doing to determine training gaps, etc. It would be good to also see if for example one agent continues to miss the same a certain section like compliance, etc. as well! Thanks!

RE: How can I tell if agents have reviewed their completed quality evaluations?

Posted By John Previte 07-28-2017 15:43
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Thanks so much for the response, much appreciated!

RE: What is the timeline for iOS cell phones having the same functionality as the Android?

Posted By John Previte 06-22-2017 20:17
Found In Egroup: Genesys Cloud - Main \ view thread
Wow a little more complicated but thanks for your help!

RE: What is the timeline for iOS cell phones having the same functionality as the Android?

Posted By John Previte 06-22-2017 19:24
Found In Egroup: Genesys Cloud - Main \ view thread
“We need to be able to account the metrics for calls on the PureCloud mobile apps. Currently in iOS, it sends the call to the native iOS Phone app, and does not have the option to start the call through the Collaborate network. The Android app allows you to select whether the call is through the Collaborate ...

Survey Options

Posted By John Previte 06-16-2017 18:25
Found In Egroup: Genesys Cloud - Main \ view thread
Does PureCloud have the ability to create caller surveys for outbound or inbound flows??

RE: Agent Metrics Export Report Question

Posted By John Previte 06-02-2017 19:29
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks so much for the quick response and advice!

RE: Agent Metrics Export Report Question

Posted By John Previte 06-02-2017 17:54
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I was told that by creating an Outbound queue and having the reps go through Interactions to make outbound calls, the caller ID will display the toll free phone number and not your personal number on the caller's ID. The rep I have using this process doesn't show any outbound calls. The reps that call ...

RE: Agent Metrics Export Report Question

Posted By John Previte 06-02-2017 12:05
Found In Egroup: Genesys Cloud - Main \ view thread
Unfortunately no response yet on this subject

RE: Why aren't my calls recording

Posted By John Previte 06-01-2017 18:32
Found In Egroup: Genesys Cloud - Main \ view thread
Got them! Thanks so much!

Why aren't my calls recording

Posted By John Previte 06-01-2017 18:06
Found In Egroup: Genesys Cloud - Main \ view thread
Policy is enabled, Match call interactions is on, Inbound and Outbound checked Agents added and checked, specific queues added and checked, Recording Retention checked, archive recording after 30 days checked. Trunk configuration is enabled. Recording Mgt is blank!

Agent Metrics Export Report Question

Posted By John Previte 05-25-2017 14:57
Found In Egroup: Genesys Cloud - Main \ view thread
The Agent metrics export report captures ACD and Non ACD calls. If the rep is making outbound calls through the Interactions feature, it does not capture these outbound calls. Where can I find this data for each rep?

RE: After Hours Flow Issues

Posted By John Previte 05-25-2017 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
No problem. I think I was getting confused between the flow, schedule group and schedule! The visuals definitely were a big help!

RE: After Hours Flow Issues

Posted By John Previte 05-25-2017 12:50
Found In Egroup: Genesys Cloud - Main \ view thread
Seems to be working fine! Thanks for your help!

RE: After Hours Flow Issues

Posted By John Previte 05-25-2017 12:13
Found In Egroup: Genesys Cloud - Main \ view thread
Sorry for all the confusion and questions! So if I understand you correctly, your WorkingHours call flow will be a flow that goes to voicemail starting at 5:31 and will automatically flip back to the Open Hours Call Flow at 8:30.

RE: After Hours Flow Issues

Posted By John Previte 05-24-2017 17:20
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Yea that is what I originally had, but it never went back to the IVR the next morning. I set it up under Custom 5:30 PM - 8:29 AM for a year. I have it with an After hours message into a transfer to voicemail. It worked fine after hours, but never flipped to live at 8:30 AM. I guess I can set it up as ...

RE: After Hours Flow Issues

Posted By John Previte 05-24-2017 16:01
Found In Egroup: Genesys Cloud - Main \ view thread
But when I switch the IVR from "Always route to call flow" to "Use time based routing to call," it won't let me Save it. The field turns read and says the Closed Hours Call Flow is required!

RE: After Hours Flow Issues

Posted By John Previte 05-24-2017 15:40
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the quick response! OK, so in the Call Flow Routing I can add the Schedule Group and the Open Hours Call Flow schedule, but how do I setup the Closed Hours Call Flow? When I try to create an After Hours schedule 5:30 AM to 8:39 AM, I get the error message "The start must come before the end." ...

After Hours Flow Issues

Posted By John Previte 05-24-2017 15:09
Found In Egroup: Genesys Cloud - Main \ view thread
My IVRs are setup to Call Flows which have 8:30-5:30 schedules. I am using the "Always route to call flow" option. Nothing happens at 5:30 so the IVRs remain live all evening long. I tried to use the "Use Time based on routing to call flow" option but could not figure out how to setup an after hours ...

RE: I have created a Holiday message call flow in Architect.

Posted By John Previte 05-19-2017 20:31
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks so much for your fast and detailed response. Much appreciated!