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Jan Heinonen

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RE: ServiceNow UEM Integration: Voice Transcripts for NowAssist

Posted By Jan Heinonen 04-01-2026 06:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, I've sent transcripts and AI summary to ServiceNow on completed calls. But it sounds like you want real-time transcription so you can use Agent Assist in ServiceNow? In that case you would need to build a service that can receive real-time transcript through websockets, and forward these ...

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

Posted By Jan Heinonen 03-18-2026 14:37
Found In Egroup: Genesys Cloud - Main \ view thread
The media recovery (Idle Media - Attempt Recovery) is enabled on the Base Settings for WebRTC under Phone Management, or for each WebRTC station separately. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Gamaification broken following browser update

Posted By Jan Heinonen 03-18-2026 13:22
Found In Egroup: Genesys Cloud - Main \ view thread
I tested that version yesterday, but that being said it works now in both Edge and Chrome again so I guess Genesys pushed an update. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Phonebook

Posted By Jan Heinonen 03-17-2026 14:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, It will match your search with the searchable fields for any match. If you want to add some specific search words you could use custom fields for the contact and use one to those that are searchable depending on content. https://help.genesys.cloud/articles/custom-field-types/ -------- ...

RE: I don't receive ACD calls on Genesys Communicate App

Posted By Jan Heinonen 03-17-2026 13:52
Found In Egroup: Genesys Cloud - Main \ view thread
Have you enabled "Remember Status" in the Communicate App by clicking on your profile picture? If that isn't enabled you'll go offline as soon as you minimize the app. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: How can I ensure that the audio playback is always English, regardless of the selected flow language.?

Posted By Jan Heinonen 03-17-2026 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
I would have the English recording on all used languages on the prompt, that way it doesn't matter what language the flow is currently using and you can still use FindUserPrompt. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Gamaification broken following browser update

Posted By Jan Heinonen 03-17-2026 12:59
Found In Egroup: Genesys Cloud - Main \ view thread
I got the same issue in latest Edge/Chrome, it works fine in Firefox. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Web Messaging - Send information to front end without sending a message

Posted By Jan Heinonen 03-06-2026 11:39
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
So if I understand it correctly you want to show the queue information before the customer starts the chat? In that case you would need to use APIs to get queue observations and wait time and display that in the form. You could have some middleware in the backend the subscribes to this information ...

RE: Preview APIs enquiries

Posted By Jan Heinonen 03-06-2026 11:24
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, Most of the times you need to be part of a beta to have access to preview APIs. I'm guess they are part of this idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-366 which currently seems to be done end of March. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect ...

RE: Web Messaging - Send information to front end without sending a message

Posted By Jan Heinonen 03-06-2026 11:14
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
The issue with the Database command is that it needs to send a message to update, also I don't think you can use to it to get attributes, only to save them to the conversation. If you're building your own chat widget, the easiest solution would be to have Architect send the message, and the widget ...

RE: Building Custom UI for rendering Web Messages from Embeddable Framework

Posted By Jan Heinonen 03-06-2026 11:10
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello, Haven't tried building my own client for the agents, but my best guess is that you would need to build this with web sockets and notification through the Notification API. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Data Extraction release date

Posted By Jan Heinonen 01-28-2026 05:09
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hello, It was released in June as Limited Availability so you'll need to contact your Genesys account team to get access to the feature. https://help.genesys.cloud/release-notes/genesys-cloud/june-30-2025/ ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ...

RE: Transferred Email Interactions - Stripping Priority

Posted By Jan Heinonen 01-13-2026 04:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matthew, You can save the priority in Participant Data, then in the Initial State of your In-Queue flow you get the value and set priority. This will not show the correct priority in Queue Activity as it doesn't update the view when priority changes, but it will route based on the new priority. ...

RE: How to map Architect flow language (fr-CA) to a Language Skill for queue routing?

Posted By Jan Heinonen 12-17-2025 10:52
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, On your flow under Supported Languages you can define which Language Skill should be used depending on flow language You could also set this manually on the Transfer to ACD action if you haven't configured a default language skill, or want to override it. ------------- ...

RE: Is there a way to schedule call daily for health check

Posted By Jan Heinonen 12-17-2025 06:43
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks!, good to know it works differently with campaigns. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Is there a way to schedule call daily for health check

Posted By Jan Heinonen 12-17-2025 05:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Just a thought here since I haven't tested it with outbound campaign, but I know that if and agent dials an DID number in Genesys the call is routed internally in Genesys and the SIP trunk is never involved. Wouldn't an outbound campaign behave the same and in that case not detect an issue ...

RE: No LogOut button when access as authorized org access

Posted By Jan Heinonen 12-09-2025 07:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Noticed this myself, I would assume this is a bug since the "profile" DIV goes outside the edge of the browser. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

RE: Disconnect interaction from agnet script

Posted By Jan Heinonen 12-09-2025 07:27
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, You can't do this via Data Action as controlling conversations requires user context. You would need to build a webapp that does this via API, which you could then embed as a Widget, or in an iFrame in the script. ------------------------------ Jan Heinonen Contact Center Specialist ...

RE: Can an agent script generate a random number?

Posted By Jan Heinonen 12-05-2025 21:15
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Okey, I got curious as I was sure it could be done so here goes :) Create a regular number variable called "index", and one called "randomCode", both with the value 0. (you can change the names if you want to) After that create a Custom Script Action with the following. (delay is ...

RE: Can an agent script generate a random number?

Posted By Jan Heinonen 12-05-2025 16:25
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
This was an interesting one, seems it generates the value of the variable when the script loads so it won't change even if you try to set it again with the a script action. Only way to get a new value is to reload the iFrame. I suppose one way to solve it would be to create a bunch of numbers from ...