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Henrique Sujdik

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RE: Agent state synchronization across channels

Posted By Henrique Sujdik 02-14-2023 07:28
Found In Egroup: PureEngage On-Premises \ view thread
Hello, Seyed. This is controlled by your Routing Application (ORS or URS) in conjunction with Stat Server, using what is called "Capacity Rule". Basically, when you are routing an interaction, the routing application enquires Stat Server to see which targets fit your specific criteria. Stat Server, in ...

RE: Transfer to External Trunk

Posted By Henrique Sujdik 07-11-2022 21:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Mourya. How are you? Yes, I was able to do so. Turns out that on the Architect it only allows to transfer to an external number if it is a valid E.164 format. We cannot set up custom prefixes for that matter. So, what I did is specify a Number Plan that takes an E.164 number and translates ...

Answer SIP calls through Genesys Cloud agent workspace

Posted By Henrique Sujdik 10-04-2020 18:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hello dear experts. How are you? I was wondering if it is possible for an agent on a SIP phone through the Genesys Cloud webpage (BYOC Premises environment with Virtual Edge). I would expect that it would issue a command to Edge and then Edge would send a SIP NOTIFY message with "Event: talk" header. ...

RE: Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-29-2020 21:06
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Phil. I didn't see anything about that on the docs. I assume that's how the Edge matches which internal service it should use when it receives a request. ------------------------------ Henrique Sujdik Interaxa Brasil ------------------------------

RE: Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-29-2020 17:41
Found In Egroup: Genesys Cloud - Main \ view thread
Quick feedback: That was exactly it! Changing the Phone Trunk port to another "free" port number did the trick. I am used to Genesys Engage SIP Server, in which you use the same port fo both SIP Registrar and SIP Proxy. Now it makes more sense to me the reason why the default ININ Endpoint port is ...

RE: Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-29-2020 17:34
Found In Egroup: Genesys Cloud - Main \ view thread
First of all, thank you all for your time. What an awesome community :) @George Ganahl: I'm trying to register using the Genesys Pure Engage SIP Endpoint. It is a very simple endpoint. I also tried with MicroSIP, and both got the same error. ​ As for the question regarding the server address ...

RE: Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-29-2020 15:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Phil. Thank you for your reply. As I'm trying to register a Generic SIP phone, only a primary Edge is allowed. The phone is associated with a Site, which my Edge Group resides. The Phone Edge Assinments is set to Use This Site. This is a laboratory environment so I only have one Edge - thus I ...

RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

Posted By Henrique Sujdik 09-23-2020 07:59
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Brian! That's exactly what I needed to know :) ------------------------------ Henrique Sujdik Interaxa Brasil ------------------------------

RE: Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-21-2020 19:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George. Thank you for the response. The transport protocol and port used by my endpoint match the Phone Trunk setting. Otherwise, I assume I would have something like 408 Request Timeout instead of 404 Not Found. ------------------------------ Henrique Sujdik Interaxa Brasil ------------ ...

RE: How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

Posted By Henrique Sujdik 09-21-2020 08:38
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, William, But unfortunally this is not what I need. What I wonder is how Genesys Cloud decides the media path of RTP streams. Does it check if the connection is available to the TURN server first and uses it? Or does it attempt first a direct media path inside the company firewall? And ...

How does Genesys Cloud defines the media path of WebRTC for BYOC Premises?

Posted By Henrique Sujdik 09-21-2020 07:35
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, specialists, I wonder how the WebRTC solution for BYOC Premises decides whether the media will be inside company firewall or via TURN server. The docs aren't clear under which conditions and how each path is selected. WebRTC call flow - Genesys Cloud Resource Center Ports and services ...

Generic SIP registration on BYOC Premises Virtual Edge

Posted By Henrique Sujdik 09-20-2020 22:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hi dear experts! I hope you can help me with reviewing what am I missing on configuring a Generic SIP phone on Genesys Cloud - BYOC Premises using a Virtual Edge. What have I got so far: A Phone Trunk of type SIP to specify a port/transport protocol where the Virtual Edge will listen. This ...

RE: Transfer to External Trunk

Posted By Henrique Sujdik 07-29-2020 10:32
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, George. Indeed I missed this part, but still no luck. I will try to do a few more tests on Architect. Does anyone know which log should I aim for on the Edge server in order to try to debug? Thanks so much for your attention guys. ------------------------------ Henrique Sujdik Interaxa ...

RE: Transfer to External Trunk

Posted By Henrique Sujdik 07-27-2020 13:36
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, Robert. In my case, the Site is already the default Site and still does not work ------------------------------ Henrique Sujdik Interaxa Brasil ------------------------------

Transfer to External Trunk

Posted By Henrique Sujdik 07-27-2020 10:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, people. Does anyone know how to perform a transfer to a specific External Trunk (SIP) on a flow? I tried using the Transfer to Number, but it doesn't seem to work, and I don't know if I'm missing some configuration: What I have done: Create the External Trunk, providing the Outbound ...

RE: GIA - Creating voice-bot with DialogFlow and Google ASR/TTS

Posted By Henrique Sujdik 01-17-2020 17:17
Found In Egroup: PureEngage On-Premises \ view thread
Hi, Jarryd. Were you able to work around that? I am facing exactly the same problem. Seems that the only supported values are JOPv1, JOPv2, SlotBucket and None... I tried all of them, but no luck at all. Edit: Nevermind. I got it working configuring to SlotBucket. My problem actually was on MCP ASR ...

RE: Does not update disposition code

Posted By Henrique Sujdik 12-26-2017 14:27
Found In Egroup: PureEngage On-Premises \ view thread
Try checking the record_processed option of OCS. Also, check if the Communication DN is configured properly

RE: SIP Server CallUUID changes in Multi-site Call Flow

Posted By Henrique Sujdik 12-18-2017 14:46
Found In Egroup: PureEngage On-Premises \ view thread
CallUUID is meant to be different for each site during ISCC transactions. Genesys Info Mart (8.x and later) automatically identifies and merges the different calluuid from ICONs based on content of table G_IS_LINK. See the manual Genesys Events and Models Reference Manual (https://docs.genesys.co ...