Profile

Kaio Oliveira

☑ Fill Out Profile

Contact Details

My Content

1 to 20 of 50+ total

RE: Can't Disconnect SIP Call to LiveKit

Posted By Kaio Oliveira 04-01-2026 10:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matt , This usually happens when the SIP dialog between Genesys and the external platform is not actually being terminated. From what you described, the call flow likely looks something like this: Caller → Genesys (TFN) → SIP to LiveKit → Bot decision → Back to Genesys (queue) or disconnect. ...

RE: Switch surveys after a consult transfer

Posted By Kaio Oliveira 03-31-2026 15:24
Found In Egroup: Genesys Cloud - Main \ view thread
If I understand correctly, you're using "post-flow," in your flow, is that correct? If so, wouldn't it be better to just remove it? ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM PS.: I apologize if there are any mistakes in my English; my primary ...

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

Posted By Kaio Oliveira 03-31-2026 14:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi James, In inbound call flows we usually split the logic across multiple flows, but with inbound message flows that option doesn't exist. In most implementations I've seen, the best approach is to keep the inbound message flow very small and move the majority of the logic to a Bot Flow or more ...

RE: AMD and early media detection on preview campaigns

Posted By Kaio Oliveira 03-31-2026 09:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Torben, I implemented it using Khomp's SBC. They asked me to disable the highlighted option in the image below because Khomp would be responsible for classifying the call. One solution is to check with your carrier or SBC if they have any call analysis service because otherwise, only using ...

RE: Salesforce Knowledge + Copilot Phrases

Posted By Kaio Oliveira 03-30-2026 11:24
Found In Egroup: Genesys Cloud - Main \ view thread
Fala Mateus.... I requested to customer, just sent me: =-=-=-=-= Permission Set: Genesys_Knowledge_Integration 1 - System Permissions: API Enabled: Read 2 - Object Permissions (CORE) Knowledge (geral): Read KnowledgeArticleVersion / Knowledge_kav / _kav: Read 3 - Data Categories ...

RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

Posted By Kaio Oliveira 03-29-2026 15:52
Found In Egroup: Genesys Cloud - Main \ view thread
If you are using "Caller Address" on the website, you need to adjust the "Prioritized Caller Selection" setting on the trunk for it to take effect. Site: Trunk: ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM PS.: I apologize ...

RE: Transferring ACD call doesn't transfer on behalf the queue? Really?

Posted By Kaio Oliveira 03-27-2026 20:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Dave, In Genesys Cloud, queues can have an Outbound Caller ID configured in Queue → Voice. If the trunk is configured to prioritize the queue caller ID, that number can be used when the platform originates calls in the context of the queue (for example, callbacks). However, in the case of consult ...

RE: How to Debug Complex IVR Flows in Genesys Cloud ?

Posted By Kaio Oliveira 03-27-2026 16:27
Found In Egroup: Genesys Cloud - Main \ view thread
I use a "common module" that increments a "participant data" with everything that will happen during the interaction. Obviously, I need to specify the inputs and what I want to be marked, but in the end, it helps me a lot with analysis. See an example: In text: 2026-03-17T16:06:33.000Z [Inicio] ...

RE: Calls are not being delivered to the Unified Experience from Genesys and ServiceNow

Posted By Kaio Oliveira 03-27-2026 10:43
Found In Egroup: Genesys Cloud - Main \ view thread
One question: does the "not respond" status also occur when only Genesys is involved? I'm thinking of 3 possible causes for this status: 1 - The agent didn't accept the interaction (it's worth putting it in auto-answer mode to test if it still doesn't work) 2 - The agent reject the interaction ...

RE: Certified Customer Experience Professional (CCXP)

Posted By Kaio Oliveira 03-26-2026 09:11
Found In Egroup: Certification and Training \ view thread
Hi Nadine and Suzi There are several preparatory courses with instructors that you can watch. https://learn.genesys.com/learn/courses/16449/certification-preparation-for-the-genesys-cloud-cx-professional-certification-exam or, Self-study Implementation - https://education.genesys.co ...

RE: Do you know what is The "Lots of Socks" campaign 🧦?

Posted By Kaio Oliveira 03-26-2026 08:49
Found In Egroup: Genesys Casual \ view thread
In my opinion, disability/syndrome is a topic rarely discussed anywhere. I have a daughter with special needs, and when that happens, you start to see everything differently (for the better, I mean). Obviously, I wish she were a normal child, YES, but I'm not hypocritical but everything we do is ...

RE: Do you use orquestrator? What part of Orquestrator do you like more?

Posted By Kaio Oliveira 03-25-2026 19:25
Found In Egroup: Genesys Casual \ view thread
To be perfectly honest, it's the points we can exchange for prizes. I change already got the subscription, the Orchestration mug, the Rockin' record, the Ferrari bottle; there are prizes there that I want, but they're sold out haha ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA ...

RE: Blocking Caller From Calling Certain DIDs

Posted By Kaio Oliveira 03-25-2026 08:35
Found In Egroup: Genesys Cloud - Main \ view thread
I've already implemented it this way with a "small" difference, it doesn't need to be a separate flow for each number. You only need to have one(1) inbound call flow and one(1) call routing with ALL the numbers. The difference is that you will need one more data table. Coluna 1 = DID Coluna ...

RE: Setting an External Tag from a Script

Posted By Kaio Oliveira 03-24-2026 18:06
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Perrin Be careful, the external tag has a 32-character limit. If you exceed this limit, no value will be recorded. ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM PS.: I apologize if there are any mistakes in my English; my primary language ...

RE: Salesforce Knowledge + Copilot Phrases

Posted By Kaio Oliveira 03-23-2026 13:21
Found In Egroup: Genesys Cloud - Main \ view thread
I recently implemented a copilot with knowlege Salesforce. I encountered the same problem because the client wanted to edit it through Genesys. My response to him was that it's an external database and the configurations need to be done by salesforce system Regarding your question, what I did for ...

RE: Genesys Enhanced TTS

Posted By Kaio Oliveira 03-23-2026 09:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vidhu, I went through this recently (obviously with a different sentence). The solution I found was to add a colon ( : ). In your example, it would look like this: "Press 6 for Main Roads W:A" ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - ...

RE: Genesys Cloud CX/IWD FedRAMP Question

Posted By Kaio Oliveira 03-21-2026 14:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Rajaram This topic goes a bit beyond my direct hands-on experience, especially around IWD and government-specific deployments, but I can share a few general points that may help. From what I understand, Genesys Cloud CX does not provide a 1:1 feature parity with IWD. In the cloud platform, many ...

RE: Outbound Campaign not able to detect DTMF

Posted By Kaio Oliveira 03-21-2026 13:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mahmoud I haven't personally faced this exact scenario, but I've seen similar behaviors when the call path for outbound campaigns is different from the inbound routing. If inbound calls work correctly with RTP Events (RFC2833) but outbound campaign calls do not, one thing I would verify is whether ...

RE: Favorite sport and athlete/team

Posted By Kaio Oliveira 03-20-2026 16:49
Found In Egroup: Genesys Casual \ view thread
Let's just correct one thing, the greatest of all time isn't Maradona, it's Pelé, it's not for anything that he's called King Pelé haha Regarding sports, I don't have a favorite, but I admire some athletes, such as: Roger Federer Usain Bolt Michael Phelp Lionel Messi And, in my opinion, ...

RE: Other Outbound Dialer Platforms

Posted By Kaio Oliveira 03-20-2026 16:39
Found In Egroup: Genesys Casual \ view thread
Hi Mike, I've worked with both Alvaria (Aspect) and Genesys Cloud CX in real-world environments. From my experience, Aspect/Alvaria has always been very strong when it comes to outbound dialing. Their predictive dialer is quite mature and optimized, especially for high-volume operations, with very ...