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Mr. Bert Barrez

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RE: Prepare for the November GA: Verify Blind and Consult Transfer Permissions

Posted By Bert Barrez 11-14-2025 10:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Sachi, the new feature for verifying blind and consult transfer permissions is a great step forward. However, the current approach requires managing two separate roles (one with blind transfer enabled and one without) and assigning them across thousands of agents. For large-scale environments, ...

RE: New unified navigation experience coming to Genesys Cloud

Posted By Bert Barrez 10-30-2025 07:59
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Have you raised an idea for this already? If not, can you vote on ours please? https://genesyscloud.ideas.aha.io/ideas/EPUCC-I-871 ------------------------------ Bert Barrez Head of Telephony International ------------------------------

RE: New unified navigation experience coming to Genesys Cloud

Posted By Bert Barrez 10-09-2025 08:29
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Our Case number is 0003878738 ------------------------------ Bert Barrez Head of Telephony International ------------------------------

RE: Known Issues of the New Navigation Experience

Posted By Bert Barrez 10-07-2025 16:49
Found In Egroup: Genesys Cloud - UI New Features \ view thread
You mind noting your CARE case numbers for reference, so I can ask support to make my cases linked to yours? ------------------------------ Bert Barrez Head of Telephony International ------------------------------

RE: New unified navigation experience coming to Genesys Cloud

Posted By Bert Barrez 10-02-2025 06:41
Found In Egroup: Genesys Cloud - UI New Features \ view thread
We are currently evaluating the new unified navigation experience in Genesys Cloud and have encountered several usability and performance issues that are impacting our workflows. Below is a summary of the problems observed: Missing UI Elements: The Favorites panel and shortcut are ...

RE: Known Issues of the New Navigation Experience

Posted By Bert Barrez 09-25-2025 06:00
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Are we not tracking that the Favorites are missing? ------------------------------ Bert Barrez Head of Telephony International ------------------------------

RE: Pre Populating Organization Name in Genesys Cloud Desktop

Posted By Bert Barrez 04-24-2025 05:00
Found In Egroup: Genesys Cloud - Main \ view thread
This no longer works, I've raised https://genesyscloud.ideas.aha.io/ideas/EPAD-I-215, please vote :) ------------------------------ Bert Barrez Voice, Telephony Supervisor, International Infrastructure ------------------------------

RE: Does ANYONE use Document Management in Genesys

Posted By Bert Barrez 01-30-2025 05:53
Found In Egroup: Genesys Cloud - Main \ view thread
We don't train staff how to use Documents and hide it in the UI. We've only used it to store items to be used in scripts, as it helps load the script faster and "locally". ------------------------------ Bert Barrez Voice, Telephony Supervisor, International Infrastructure -------------- ...

RE: Defaulting an organisation code for the Genesys cloud application

Posted By Bert Barrez 12-05-2024 08:26
Found In Egroup: Genesys Cloud - Main \ view thread
Please vote on https://genesyscloud.ideas.aha.io/ideas/EPAD-I-215 ------------------------------ Bert Barrez Voice, Telephony Supervisor, International Infrastructure ------------------------------

RE: Dynamic system wrap-up codes

Posted By Bert Barrez 10-01-2024 09:22
Found In Egroup: Genesys Cloud - Main \ view thread
Negative, we're still awaiting https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1340 being delivered ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ------------------------------

RE: Upcoming Agent UI Changes - Target Selection UI

Posted By Bert Barrez 08-29-2023 10:38
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ricky, Can you add screenshots or a video when it comes to the UI changes for communicate calls please? Thanks! ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ------------------------------

RE: Dynamic system wrap-up codes

Posted By Bert Barrez 05-05-2023 15:59
Found In Egroup: Genesys Cloud - Main \ view thread
System wrap-up codes are set by the call flow and not by the agent. This is for setting system wrap-up codes to allow policies being set with them. ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ------------------------------

Dynamic system wrap-up codes

Posted By Bert Barrez 05-05-2023 15:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I was wondering if anyone can tell me how one sets a dynamic system wrap-up code. For example, I want my system wrap-up code to be the DNIS so I can make policies per DNIS. However, the expression is giving me an error: I'm guessing it's expecting the wrap-up code ID as there's ...

RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

Posted By Bert Barrez 12-14-2022 10:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Erik, I use the DID Numbers page to filter on a number which would show you which call route, person or phone the number is assigned to. Filtering in call routes wouldn't show people or stations. If you filter in the DID Numbers page, you can click through to the route, person or station as well. ...

RE: Genesys Cloud is releasing minor improvements to the Call Routing list and individual Call Route create/edit admin pages

Posted By Bert Barrez 12-12-2022 16:35
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Zach, Do you have any screenshots of what it looks like with 200 numbers assigned to a call route? Has that been optimized as well? Thanks! ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ------------------------------

RE: Getting 401 error with API calls

Posted By Bert Barrez 08-16-2022 08:05
Found In Egroup: Genesys Cloud - Main \ view thread
Silly question; does the oauth setup for this authentication have roles assigned (to all divisions)? PureCloudPlatformClientV2.configuration.access_token = 'token from curl command'​ You mean you're using the variable access_token here? PureCloudPlatformClientV2.configuration.access_token ...

RE: Getting 401 error with API calls

Posted By Bert Barrez 08-15-2022 09:02
Found In Egroup: Genesys Cloud - Main \ view thread
I'm assuming your tenant is in Asia Pacific (Sydney)? Have you taken a look at https://developer.genesys.cloud/platform/api/postman ? You'll need to authenticate with Basic Auth and the client ID and secret. ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ...

RE: Report on Users that have never logged in

Posted By Bert Barrez 07-25-2022 06:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Brenda, Apologies, but what double-arrow icon are you referring to please? Thanks! ------------------------------ Bert Barrez Sedgwick Claims Management Services, Inc. ------------------------------

RE: Change the display number when using Transfer to Number in Architect

Posted By Bert Barrez 07-25-2022 05:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jeremy, Genesys Cloud will "spoof" the callers numbers when doing an external transfer on the default site, unless you're hard configuring for the number used to call on behalf of is being overruled/overwritten at the trunk level. Also, spoofing won't work if you carrier isn't allowing it. ...

RE: Allocating calls between certain agents on a "percentage split"

Posted By Bert Barrez 07-25-2022 05:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi James, You can use the following expression `ToInt(Substring(ToString(Task.currentDatetime),21,2))< 70` on a logical decision block. Anything in the `yes` path is the 70% split, the `no` path is 30%. You can now probably use the rand() function as well, but I haven't tested it in production (yet). ...