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Mr. Jason McLennan

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RE: Dynamic Agent Assignments

Posted By Jason McLennan 02-20-2024 16:30
Found In Egroup: PureEngage On-Premises \ view thread
Have you configured the agent-reassignment-if-waiting-records value to true on the campaign group or application? OCS Option Descriptions (genesys.com) ------------------------------ Jason McLennan Commonwealth Bank of Australia ------------------------------

RE: Server Side Subscription of CTI Events instead of using the Client Side Service Client API

Posted By Jason McLennan 02-20-2024 16:23
Found In Egroup: PureEngage On-Premises \ view thread
Platform SDK information is available here for Engage On-Prem: Platform SDK (genesys.com) As per my response to my previous post though, it is simple enough to limit to subset of a specific group of agents using agent group annex configuration. Even if the embedded web customisation is made available ...

RE: Documentation on the Service Client API Subscription Events?

Posted By Jason McLennan 02-20-2024 16:17
Found In Egroup: PureEngage On-Premises \ view thread
Event types are documented here: Service Client API - Genesys Documentation And of course Dev Tools in your browser is your friend in observing what actually happens :) ------------------------------ Jason McLennan Commonwealth Bank of Australia ------------------------------

RE: Selective enablement of WWE web applications in the agent interface (group of agents)

Posted By Jason McLennan 02-20-2024 01:35
Found In Egroup: PureEngage On-Premises \ view thread
The interaction.web-content and workspace.web-content option can be defined on the annex of an Agent Group and will take precedence over what's defined at the application level. You can also define it on the annex of an agent, which will take precedence over Agent Group config. ------------------------------ ...

RE: Anyone ever built SQL to select info from Pulse realtime DB?

Posted By Jason McLennan 09-24-2021 02:33
Found In Egroup: PureEngage On-Premises \ view thread
Hi Igor, the Pulse DB Schema only contains metadata (widget definitions etc) not the statistics themselves. The Pulse Collector will subscribe to Stat server to get these statistics based on these definitions and the saves these snapshots to file system to make them available to Pulse. If you wanted ...

RE: Disposition Code KVP is not captured in InfoMart

Posted By Jason McLennan 07-16-2021 02:28
Found In Egroup: PureEngage On-Premises \ view thread
Sounds like you may not have configured ICON to capture the userevent data. IT's working when dispositioned while a call exists, because it's updating the userdata on the interaction. But if an interaction has ended, then it needs to be sent as a userevent. check your ICON config. [custom-states] ...

RE: Composer

Posted By Jason McLennan 05-23-2021 19:10
Found In Egroup: PureEngage On-Premises \ view thread
You'll need to install GMF Tooling in Eclipse: Eclipse software repository | The Eclipse Foundation Installation (genesys.com) ------------------------------ Jason McLennan Commonwealth Bank of Australia ------------------------------

RE: Outbound Outstanding Record on Workspace

Posted By Jason McLennan 05-20-2021 02:34
Found In Egroup: PureEngage On-Premises \ view thread
Not that I can think of within workspace, without customisation. You can give them access to Pulse, and then feed through a custom statistic showing number of records. You need to define the return in Reporting Stored Procedures on your Campaign or calling List. The below is what we use to give our dialling ...

RE: CCPulse error on Server 2012 R2

Posted By Jason McLennan 04-14-2021 02:32
Found In Egroup: PureEngage On-Premises \ view thread
We once had a case of Symantec Endpoint Protection that was killing CCPulse, so maybe check any Anti-Virus or DLP Agents installed on the server? Also, you sure you have 8.1.100.73 successfully installed? Or are Genesys just lazy with updating the versions on their binaries as the screenshot shows 8.1.100.63. ...

RE: Composer/Eclipse installation fails..

Posted By Jason McLennan 04-14-2021 02:21
Found In Egroup: PureEngage On-Premises \ view thread
Have you installed the GMF Tooling plugin? Installing Composer as an Eclipse Plugin (genesys.com) ------------------------------ Jason McLennan Commonwealth Bank of Australia ------------------------------

RE: Trying to get inbound calls to provide treatment using SIP Server installed on AWS EC2 instance

Posted By Jason McLennan 03-11-2021 06:56
Found In Egroup: PureEngage On-Premises \ view thread
Hassan is right that this is why SBCs exist :) However, I think if you were to use the sip-address-srv option, then use split DNS setting up external DNS resolution to the public IP and internal DNS to the private IP, then I think it might work... Of course you'll need access to the DNS for the FQDN.... ...

RE: GMS - MMS Media Type

Posted By Jason McLennan 03-04-2021 16:24
Found In Egroup: PureEngage On-Premises \ view thread
Hey Jose, Not sure about GMS, but when we were looking at doing an SMS integration over HTTPS, the path we were going down was a custom driver for digital messaging server (previously social messaging server). There's a good blog article on the genesys dev website that covers this type of scenario: ...

RE: Configuring TLS between Web Services and Configuration Server with Minimal configuration

Posted By Jason McLennan 02-25-2021 18:05
Found In Egroup: PureEngage On-Premises \ view thread
Have you configured your keystore/certs correctly? What are the logs showing? I can sometimes find it useful to actually run these from the command line so you can stdout as well and see a little more what is happening in real time. ------------------------------ Jason McLennan Commonwealth Bank ...

RE: Configuring TLS between Web Services and Configuration Server with Minimal configuration

Posted By Jason McLennan 02-24-2021 17:11
Found In Egroup: PureEngage On-Premises \ view thread
Hi Ricky, Despite the title of your post, it seems like your actually interested in enabling HTTPS SSL/TLS for the GWS app itself, as opposed to encrypting the connection between GWS and Config Server? Apologies if I'm misreading. If it is indeed to expose GWS outwards via HTTPS, then I believe you ...

RE: start without strategy -> default/ignore Migration 8.1 to 8.5

Posted By Jason McLennan 02-23-2021 17:56
Found In Egroup: PureEngage On-Premises \ view thread
So you migrated framework 8.1 -> 8.5? Was the previous tenant called resources. Found this Knowledge Article which sets customer-id on option on TServer as it thinks it was in the Resources group. So in your case you'd want to set the option to 'Environment'. While ti says it should take effect immediately, ...

RE: start without strategy -> default/ignore Migration 8.1 to 8.5

Posted By Jason McLennan 02-22-2021 18:52
Found In Egroup: PureEngage On-Premises \ view thread
Is the version of URS and IRD that your using compatible with each other? I'd unload and then reload the strategy and check URS logs for errors. ------------------------------ Jason McLennan Commonwealth Bank of Australia ------------------------------

RE: Reg : Audio file in IVR not able to hear it

Posted By Jason McLennan 02-22-2021 18:43
Found In Egroup: PureEngage On-Premises \ view thread
Firstly I'd double check your Resource Manager logs to ensure that the IVR Profile is being triggered correctly. What do you mean by the MCP logs are not populating properly? Its within there that you'll be able to see that the resources are being fetched correctly and if there's any problems executing ...

RE: Composer - Use variable to specify name of SCXML file to execute

Posted By Jason McLennan 02-07-2021 16:15
Found In Egroup: PureEngage On-Premises \ view thread
Hi Ferry, dont think your going to find a way to do it with the standard Subroutine block. As it needs to map the input parameters, it makes sense it cant use a variabalised (sic) URI. You might be able to achieve something with a custom SCXML state block, but I think would ultimately harm the readability ...

RE: Integration with CUCM

Posted By Jason McLennan 01-31-2021 17:26
Found In Egroup: PureEngage On-Premises \ view thread
I'm not familiar with CUCM integration, but generally in Genesys you'd define a Virtual Queue property (once you've created your VQ DNs) within your target block to allow queue based reporting. ------------------------------ Jason McLennan Commonwealth Bank of Australia --------------------- ...

RE: WDE - Call Internal target, if internal target is in ACW

Posted By Jason McLennan 01-31-2021 17:20
Found In Egroup: PureEngage On-Premises \ view thread
Check out the option teamcommunicator.list-status-reachable interaction-workspace Section (genesys.com) Looks like ACW isnt specifically an option, simply Busy, so would also make them available while on a call for internal calls. ------------------------------ Jason McLennan Commonwealth ...