Profile

Mr. Rakesh Kumarjha

Contact Details

My Content

1 to 16 of 16 total

External DNC check during Manual DIaling

Posted By Rakesh Kumarjha 03-05-2026 14:05
Found In Egroup: PureEngage On-Premises \ view thread
Hello, We have received the request for performing the External DNC check when Agent is making manual Outbound dialing. In case dialed number is present in the DNC table, then call should not be allowed to dial. Please suggest the approach if it's possible in Genesys Engage setup #Integrations ...

Whatsapp Voice Notes processing by Genesys Virtual agent

Posted By Rakesh Kumarjha 01-18-2026 21:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We got the requirement where Whatsapp user can leave the Voice notes that further needs to be consumed by Genesys Virtual agent. I didn't see the information that Genesys Virtual agent can accepts Voice notes and process. Please let me know if there is any solution to achieve the requirement. ...

Automated QM

Posted By Rakesh Kumarjha 09-17-2024 05:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, We are working on setting up Genesys Cloud contact center setup including Quality Management. Customer has asked for the Automated QM. We understand that using STA, Genesys Cloud has the assisted QM feature. Please guide me to any documentation, process doc to enable Automated QM in ...

RE: Email Channel

Posted By Rakesh Kumarjha 05-20-2024 19:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Robert, Thanks for your response. I am able to see topics for voice call on same queue that's used for emails interactions. It's just that for emails I don't see topics detection..Text Analytics is already enabled for digital channels ------------------------------ Rakesh ...

Email Channel

Posted By Rakesh Kumarjha 05-20-2024 19:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, I see that Text Analytics is able to identify Positive, Negative , Empathy Sentiment marking in the email channel. However, i dont see any topics for Email conversation. Please suggest if its correct understanding that topics identification from customer side of conversation is ...

Email - AutoReply

Posted By Rakesh Kumarjha 04-21-2024 15:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, I am trying to generate Auto reply from email flow. However, when Autoreply is generated and received by customer, I don't see history (Initial customer email) is appended. Could you please advise if there is way i can add email history during sending Auto reply message. ...

Logitech Headset 390

Posted By Rakesh Kumarjha 03-27-2024 13:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, We are in the process of onboarding one of Banking customer onto Genesys Cloud. They are using Logitech H390 USB headset and asking if it can support WEBRTC phone of Genesys Cloud. On the Resource center, I see Genesys Cloud can support any USB headset but for the Built in ...

wrap-up codes for inbound and others for outbound

Posted By Rakesh Kumarjha 03-14-2024 14:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, We have blended .agents taking both inbound and campaign outbound calls (Predictive). Customer is looking for the unique set of wrap up codes for inbound and outbound calls coming through same Queue. Please suggest possible solution Thanks #Outbound ----- ...

Third Party BOT connectivity

Posted By Rakesh Kumarjha 08-18-2023 09:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, We have customer using Genesys Cloud CX (Ireland Region) for outbound solution. It's Hybrid Cloud CX setup (With Local Edges). They have a new requirement that they would like to answer all outbound calls from their in-house developed BOT. Their BOT is hosted on Google Cloud setup ...

RE: Whatsapp Agentless Outbound campaign

Posted By Rakesh Kumarjha 06-19-2023 06:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, Thanks for your response. I went through the WhatsApp API notification, i have few queries below- Today outbound is used for Voice, Email and SMS. How we could use for Whatsapp channel. How can we track through reporting for outbound WhatsApp activity. Please help ...

Whatsapp Agentless Outbound campaign

Posted By Rakesh Kumarjha 06-14-2023 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Team, We have requirement from customer to setup Agentless WhatsApp outbound campaign. Since Genesys Cloud doesn't support WhatsApp outbound campaign, please suggest any alternative approach. Thank You, Rakesh Kumar Jha #Outbound ------------------------------ Rakesh ...

RE: Campaign Start/Stop from Restful API

Posted By Rakesh Kumarjha 02-13-2023 06:22
Found In Egroup: Genesys Cloud - Main \ view thread
Seems name required ------------------------------ Rakesh Jha Servion Global Solutions ------------------------------

RE: Campaign Start/Stop from Restful API

Posted By Rakesh Kumarjha 02-13-2023 06:21
Found In Egroup: Genesys Cloud - Main \ view thread
PUT /api/v2/outbound/campaigns/bd3997be-2c60-4aad-984f-68a3e2f9274d HTTP/1.1 Host: api.mypurecloud.de Authorization: Bearer ************************************************************************************** Content-Type: application/json ("version":88,"campaignStatus":"off") Response- ...

RE: Campaign Start/Stop from Restful API

Posted By Rakesh Kumarjha 02-13-2023 05:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jan, Thanks for response. Tried below - PUT /api/v2/outbound/campaigns/bd3997be-2c60-4aad-984f-68a3e2f9274d HTTP/1.1 Host: api.mypurecloud.de Authorization: Bearer ************************************************************************************** Content-Type: application/json ...

RE: Campaign Start/Stop from Restful API

Posted By Rakesh Kumarjha 02-13-2023 04:07
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Blake. I tried to use /api/v2/outbound/campaigns/(campaignId) ( "campaignStatus": "off", "name": "Campaign", "dialingMode": "progressive" ) But getting below error- ( "message": "An attempt was made to update a Campaign in an invalid way. Details: A campaign cannot ...

Campaign Start/Stop from Restful API

Posted By Rakesh Kumarjha 02-08-2023 00:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We are looking to use restful API to start and stop campaign. Did try to see developer portal but didn't see any specific API available for running/stopping the campaign. Please let me know if it's possible to perform campaign start/stop from RestAPI. #Outbound ------------------------------ ...