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Mr. Peter Dimatulac

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RE: Trunk (External, Phone) / Edge utilization Report / Statistics

Posted By Peter Dimatulac 10-29-2019 00:29
Found In Egroup: Genesys Cloud - Main \ view thread
Any luck on this? ------------------------------ Peter Dimatulac Workforce Optimisation Manager BizCover Australia ------------------------------

RE: Wrap Up Code Assignment - Ideas Lab Proposal

Posted By Peter Dimatulac 10-16-2019 20:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George Is there a way to assign a wrap-up code to multiple queues at a time? The above is the opposite i.e. assigning multiple codes to one queue. I've done a search but couldn't find anything. ------------------------------ [Peter] [Dimatulac] [BizCover][Workforce Optimisation Manager][Australia] ...

RE: Licensing

Posted By Peter Dimatulac 10-01-2019 02:28
Found In Egroup: Genesys Cloud - Main \ view thread
The 'billable usage' report should show that. It lists all the licenses + user associated. If no user appears, it means there's an invoice issue. ------------------------------ [Peter] [Dimatulac] [BizCover][Workforce Optimisation Manager][Australia] ------------------------------

RE: DNC List failing to Block numbers

Posted By Peter Dimatulac 09-11-2019 19:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Darryn Did you get a resolution on this one? I'm seeing this occur intermittently and the support team have been useless in resolving it. In fact, they've questioned whether I even had the phone number in the DNC list. I don't think they realise the legal implications of the issue. Going ...

RE: Outbound Call - Caller ID

Posted By Peter Dimatulac 09-06-2019 02:22
Found In Egroup: Genesys Cloud - Main \ view thread
What about agents who don't have a DDI assigned to them, is there a way to configure the agents to have a specific caller ID for each group? From my understanding, this can only be achieved by creating unique queues for each group which they would call on behalf of. While there is an option to set ...

RE: Release Notes on Admin Main Menu Page

Posted By Peter Dimatulac 08-26-2019 02:20
Found In Egroup: Genesys Cloud - Main \ view thread
I agree with this. There should be an option to minimise or opt out especially if you are already receiving the email updates. Waste of real-estate. ------------------------------ [Peter] [Dimatulac] [BizCover][Workforce Optimisation Manager][Australia] ------------------------------

RE: Ignore abandons less than specified time for analytics

Posted By Peter Dimatulac 08-07-2019 17:20
Found In Egroup: Genesys Cloud - Main \ view thread
Voted. I've been manually excluding the short abandons so fingers crossed it gets approved. ------------------------------ [Peter] [Dimatulac] [BizCover][Workforce Optimisation Manager][Australia] ------------------------------

RE: Outbound Attempts Issue

Posted By Peter Dimatulac 07-24-2019 01:25
Found In Egroup: Genesys Cloud - Main \ view thread
@Angelia Harper ​" we are seeing that some numbers that are being dialed out from PureCloud campaigns are receiving a Busy here, however, if you cal them from another phone system, or a mobile number the calls will connect." - this is most likely a carrier issue rather than a PureCloud issue. This has ...

RE: Outbound Attempts Issue

Posted By Peter Dimatulac 07-24-2019 01:14
Found In Egroup: Genesys Cloud - Main \ view thread
Also seeing this issue. After doing some analysis, I'm seeing that some interactions made by the dialler aren't physically being updated against the contact in the contact list. I've raised an incident for this. This would explain why attempt rules or wrap up mappings are being disregarded because ...

Any Customers Using WebRTC with Progressive / Predictive Dial Mode?

Posted By Peter Dimatulac 07-23-2019 21:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All As per the subject, hoping to chat with any customers that are using WebRTC with Progressive / Predictive dial mode. Background: We have previously tested WebRTC on this dialling mode however we were experiencing consistent answer latency (the time between 'LIVE VOICE' detection and the ...

RE: Salesforce integration with purecloud

Posted By Peter Dimatulac 07-23-2019 21:33
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Gopalakrishnan You need to increase the character limits for each of the fields you have mapped. Your SF admin team will need to access the fields in question in Salesforce. ------------------------------ [Peter] [Dimatulac] [BizCover][Workforce Optimisation Manager][Australia] --------- ...

RE: Progressive Dialler Latency

Posted By Peter Dimatulac 07-14-2019 20:02
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the insight Darryn. Glad I'm not the only one seeing this so I can rule this out as being an environmental issue. I initially picked this up through sheer luck by listening to calls however I have since introduced a daily audit as this can have damaging impacts on our business. I've ...

Progressive Dialler Latency

Posted By Peter Dimatulac 07-11-2019 22:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All The below question applies to the Progressive Outbound Dialler. Does anyone experience intermittent latency between the time a call is identified as 'live voice' and the time the call is physically connected to the available agent? For example: Agent A on queue and available for an interaction, ...

Salesforce Campaign Management

Posted By Peter Dimatulac 06-02-2019 20:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi I've recently begun setting up 'Campaign Management' in Salesforce. I'm at the initial stages of the setup although I've come across a hurdle. I've successfully added 'members' (aka contacts) to the campaign in Salesforce however I'm finding that real-time updates to the 'members' (contacts) ...

DNC List Limit

Posted By Peter Dimatulac 05-30-2019 02:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi True or false; a DNC list can only support 1,000 numbers? I read somewhere that the limit is 1,000 however the system continues to append the numbers even though I've already exceeded 1,000 numbers. If true, does that mean I need to add multiple lists i.e. 10,000 numbers would mean 10 lists? ...

Wrap Up Code Assignment - Ideas Lab Proposal

Posted By Peter Dimatulac 04-23-2019 01:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All Not sure if I'm the only one, but I'm finding the process of assigning wrap-up codes to queues extremely rigid and time consuming. From my understanding, the process for assigning a wrap-up code can only be done singularly and not in bulk. For example, say you have 30 queues and you want ...

Issues with PureCloud on Salesforce Lightning

Posted By Peter Dimatulac 02-24-2019 17:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All We have recently deployed Salesforce Lightning for a a test group and we are seeing a number of issues within the PureCloud widget. Close to 100% of interactions are displaying the following error message: "Failed to Save An Interaction Log" This issue only persists in Lightning and can ...

RE: Latency issues

Posted By Peter Dimatulac 02-21-2019 05:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Darryn We're seeing the same behavior as well. It's a frustrating agent experience which also impacts data integrity i.e. agents out of adherence / conformance in error. On top of the usual logs, ID's etc, I find providing a video capture of the issue helps speed up the process. I also sympathies ...

RE: Workforce Management - Unable to add agents

Posted By Peter Dimatulac 11-25-2018 18:19
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks George. Good to know there is a workaround. I will log a job with support. ------------------------------ Peter Dimatulac BizCover ------------------------------

Workforce Management - Unable to add agents

Posted By Peter Dimatulac 11-25-2018 17:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Is anyone else having problems trying to add agents to a management unit in the Workforce Management Module? When I search for the agent, the following error appears: "An error occurred attempting to load" I've tested this across two different organisations and I'll also tried to create ...