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Sr. Donald Huovinen

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RE: Change to how Beta's are offered?

Posted By Donald Huovinen 05-01-2025 08:13
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
I was happy to see the Agent Greeting beta https://community.genesys.com/events/event-description?CalendarEventKey=dec05f8c-ec6f-454e-b618-019688697c53&CommunityKey=cbd2f140-168a-4c15-aacb-af2b23aa4329 ------------------------------ Donald Huovinen Sr. Director ------------------------- ...

RE: BETA - Voice Survey

Posted By Donald Huovinen 04-16-2025 06:40
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Voice surveys were released back on October - https://help.mypurecloud.com/releasenote/october-21-2024/ ------------------------------ Donald Huovinen Sr. Director ------------------------------

RE: Removing PII data from conversations

Posted By Donald Huovinen 05-24-2024 15:49
Found In Egroup: Genesys Cloud - Main \ view thread
That is correct. It will apply to ALL interaction data. As mentioned several years ago this was being maintained indefinitely. We addressed this with an enhancement allow you to specify TTL on the interaction data. Participant data is a subset of this. There is not a separate setting specific to TTL ...

RE: Removing PII data from conversations

Posted By Donald Huovinen 05-24-2024 10:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vaun, At that time (4+ years ago) this data was being retained indefinitely however there is a maximum threshold that can be set via https://help.mypurecloud.com/articles/set-the-maximum-interaction-data-retention-time/. I don't recall when this was implemented but it was also many years ago. ...

RE: Audio whisper/tone at the end of a call

Posted By Donald Huovinen 05-23-2024 08:03
Found In Egroup: Genesys Cloud - Main \ view thread
Good suggestion for another way to use the post-flow functionality! ------------------------------ Donald Huovinen Genesys - Employees ------------------------------

RE: edges

Posted By Donald Huovinen 05-23-2024 08:00
Found In Egroup: Genesys Cloud - Main \ view thread
You can determine the model per the following article - https://help.mypurecloud.com/faqs/can-determine-version-number-edge-standard-within-genesys-cloud/ You should also be able to determine the OS via API. For more information see - https://community.genesys.com/digestviewer29/viewthrea ...

RE: Routing from one SIP system directly into Genesys

Posted By Donald Huovinen 01-26-2024 08:06
Found In Egroup: Genesys Cloud - Main \ view thread
From the description it sounds like calls are going to the Avaya, some initial triage is happening there and then you just want to send it to a queue in Genesys, correct? It also sounds like you have all the basic connectivity in place, e.g. SIP trunk from Avaya to Genesys and using BYOC-Cloud. ...

RE: Load or stress testing of Genesys Cloud

Posted By Donald Huovinen 01-05-2024 08:41
Found In Egroup: Genesys Cloud - Main \ view thread
When you establish a test plan you need to be clear on what you are trying to accomplish. For example sometimes I see asks where customers simply want to place calls in and have this stack up in queue because they are used to other systems and bottlenecks they have seen on those systems. This would not ...

RE: Export list of Divisions, Agents by Division, and Queues assigned to each agent

Posted By Donald Huovinen 12-15-2023 17:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi - There are examples of how to use the CLI under specific scenarios at https://github.com/MyPureCloud/quick-hits-cliI I would recommend reviewing this GitHub repo to see if there is something that is a good match for your use case. There are also some good videos on the CLI such as ht ...

RE: Aria adapter

Posted By Donald Huovinen 03-28-2023 08:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi - This does integrate with NICE IEX. You can get more details on AppFoundry - https://appfoundry.genesys.com/filter/genesyscloud/listing/93b0748c-64c0-488c-b473-bb5d9eeeb667 ------------------------------ Donald Huovinen Genesys - Employees ------------------------------

RE: After Call Work Enhancements - Coming to GA soon

Posted By Donald Huovinen 02-23-2023 14:51
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
I believe this is the external Idea - https://genesyscloud.ideas.aha.io/ideas/INB-I-367 ------------------------------ Donald Huovinen Genesys - Employees ------------------------------

RE: Welcome to the Beta HQ 500 (Guess the Date Contest)

Posted By Donald Huovinen 01-24-2023 08:33
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Ok. I will take Feb. 6. ------------------------------ Donald Huovinen Genesys - Employees ------------------------------

RE: Transfer from queue to queue with skills

Posted By Donald Huovinen 01-06-2023 07:33
Found In Egroup: Genesys Cloud - Main \ view thread
Are you using the "Set Skills" block in the Call Flow in scenario 1 prior to calling Transfer to ACD or are you setting your skills in the Transfer to ACD block? I just want to confirm that skills are being set in the exact same way. ------------------------------ Donald Huovinen Genesys - Employees ...

RE: AMA Icebreaker - What was the highlight of everyone's summer?

Posted By Donald Huovinen 08-24-2022 06:33
Found In Egroup: Genesys Cloud - Main \ view thread
We had the Huovinen family reunion in mountains of North Carolina. - 3 generations and 29 total. This included my dad, aunt, uncle, sisters and brothers - even my sister and her family from California who traveled the farthest. There were lots of cousins that had never met each other. We spent lots of ...

RE: About "Post /api/v2/telephony/providers/edges/didpools" API's name filed

Posted By Donald Huovinen 07-01-2022 12:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi - For API questions I would recommend posting this on the Developer Forum - https://developer.genesys.cloud/forum/ Regards, Don ------------------------------ Don Huovinen Genesys - Employees ------------------------------

RE: recuperar llamadas archivadas

Posted By Donald Huovinen 03-10-2022 08:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi - You can restore up to 100 calls at a time and if you want to restore more then you can archive these calls again. This is documented at https://help.mypurecloud.com/articles/retrieve-archived-interactions/ The restoration time can be up to 12 hours but is typically faster. Regards, ...

RE: Scheduled export reporting

Posted By Donald Huovinen 03-04-2022 05:11
Found In Egroup: Genesys Cloud - Main \ view thread
Correct. This is per user. This limit is detailed on the Limits page (https://developer.genesys.cloud/api/rest/v2/organization/limits) export.schedules.allowed The maximum number of active export schedules per user 20 api/v2/analytics/reporting/exports/* false There is also an Idea ...

RE: Idle Time Between Preview Dials

Posted By Donald Huovinen 02-18-2022 07:21
Found In Egroup: Genesys Cloud - Main \ view thread
So looking at the question I'm interpreting this as - I want to keep my agents idle for some period of time after they have completed an inbound call, rather then presenting them an outbound preview, in case another inbound call comes in But the real need is - I want agents to take outbound calls ...

RE: Contest Update - Only 79 more members to go! Vote Now

Posted By Donald Huovinen 02-15-2022 18:48
Found In Egroup: Genesys Cloud - Main \ view thread
March 28 ------------------------------ Don Huovinen Genesys - Employees ------------------------------

RE: Export organizations within genesys cloud

Posted By Donald Huovinen 01-31-2022 07:18
Found In Egroup: Genesys Cloud - Main \ view thread
I highly recommend the Command Line Interface (https://developer.genesys.cloud/api/rest/command-line-interface/) for various ad-hoc administration tasks such as this. With the command line interface this is just gc externalcontacts organizations search Where gc is the exe of the installed CLI. ...