I recommend consult this and any incoming news with your Genesys representative instead of marketing papers. Regarding AI capabilities as far as I know the CX4 license is needed to allow you to use AI stack with preconfigured tokens. Also recommend to check whether your native langugae is currently supported ...

RE: Clarification on API Server for Call Details Endpoints using Platform SDK in Genesys Engage

Posted By Jakub Němec 06-28-2025 01:26
Found In Egroup: PureEngage On-Premises \ view thread

These API methods are published on GWS component (Genesys Web Services or WWE if you want). ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

RE: Fetch modified Agent details

Posted By Jakub Němec 06-28-2025 01:22
Found In Egroup: PureEngage On-Premises \ view thread

As far as I know the only limit is the performance of your application ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-19-2025 01:14
Found In Egroup: PureEngage On-Premises \ view thread

It is not achievable by using just GVP or GWS as these solutions/components serve different purposes and not for detailed reporting across the entire platform. You would use components/solutions which are built for such purpose or built your own one. ------------------------------ Jakub Němec ...

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-18-2025 01:12
Found In Egroup: PureEngage On-Premises \ view thread

Voice platform is based on data from self-service apps (IVR), so there is no agent involved and thus you cannot get such data from that. It has been written and recommended many times to use existing products like GIM or develop your own solution using PSDK. However it requires huge skills of Genesys ...

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-16-2025 09:02
Found In Egroup: PureEngage On-Premises \ view thread

Interaction Search functionality is mainly based on information from UCS (Universal Contact Server) which collects data about the contacts in contact center. Depends on your environment setup and deployment, if the UCS is in place, for which medias it collects the data and also which data you store along ...

RE: Two step refer with an external number

Posted By Jakub Němec 06-11-2025 10:57
Found In Egroup: PureEngage On-Premises \ view thread

No attachment visible here. You also did not mention from which side you get the SIP 481. Would be great to more explain your issue if you need any further help or assistance. Two-step transfer to external number does not require any special configuration on Genesys site usually - it might be some special ...

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-11-2025 10:27
Found In Egroup: PureEngage On-Premises \ view thread

As I wrote before, there is no other Genesys solution or application which provides detailed historical data - only GIM solution serves for such purposes. You can develop your own solution based on Genesys events, however it could be very tricky to develop and also maintain as it requires huge skills ...

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-11-2025 10:12
Found In Egroup: PureEngage On-Premises \ view thread

Genesys Info Mart User's Guide ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

RE: "A dial plan entry was not found for an outgoing call attempt."

Posted By Jakub Němec 06-11-2025 09:18
Found In Egroup: PureEngage On-Premises \ view thread

I think you are talking about Genesys Cloud dial plan even the category is Geneys OnPremise - in your case, navigate to the Telephony -> Sites -> exact Site -> Number plans ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

RE: About getting unsolicited event from Interaction server

Posted By Jakub Němec 06-11-2025 09:12
Found In Egroup: PureEngage On-Premises \ view thread

IXN server is not capable to provide any historical data, especially on CallUUID which is voice-related attribute. You are mixing up various things together. If you need to get any historical data, you need GIM installed as there is no other in-built solution which collects historical data and provide ...

RE: Fetch historical call details from the Genesys engage using PSDK

Posted By Jakub Němec 06-11-2025 09:10
Found In Egroup: PureEngage On-Premises \ view thread

You need have GIM solution in place to enable storing the historical reporting data. There is no application/solution by default which provides such detail in historical point of view. All is described in available documentations. ------------------------------ Jakub Němec Senior Technical Team ...

RE: Fetch modified Agent details

Posted By Jakub Němec 06-11-2025 09:08
Found In Egroup: PureEngage On-Premises \ view thread

If you want to use PSDK approach, just send a notification query with requested type of object(s) to the Configuration Server to allows system to send configuration events to your application. Also recommend to create a handler class implementing at least Predicate and Subscribe interfaces. --- ...

RE: I've identified that the customer's information is not displaying in the Genesys WDE case details. This data, known as "attached data," is also not appearing on the SIP server.

Posted By Jakub Němec 05-06-2025 02:05
Found In Egroup: PureEngage On-Premises \ view thread

Where you gather such information? What is the current setup to attach data? You have not described your setup and how it should work. From provided information it looks like you do not gather information from the source and then cannot be passed as KVP. ------------------------------ Jakub Němec ...

RE: Register Webhook in Genesys engage platform

Posted By Jakub Němec 05-06-2025 02:00
Found In Egroup: PureEngage On-Premises \ view thread

There is no webhook option/capability within Genesys Engage solution. If you need something like that, you have to invent it by yourself. ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

RE: Unwanted characters displayed in Agent case information

Posted By Jakub Němec 05-06-2025 01:58
Found In Egroup: PureEngage On-Premises \ view thread

Hi, check WDE option "toast.case-data.content". In case, you have CaseData value there, then check your toast.case-data.fomat-business-attribute option and related BAs. Regards, --Jakub-- ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ...

RE: Platform SDK for Java 9.0.x

Posted By Jakub Němec 05-06-2025 01:36
Found In Egroup: PureEngage On-Premises \ view thread

Hi, you can download it via Partner (Support) portal, where available packages and IPs for your customer base are available for download. Regards, --Jakub-- ------------------------------ Jakub Němec Senior Technical Team Lead: MS Operations ------------------------------

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RE: Genesys Cloud AI Studio and Guides - where is it?

RE: Clarification on API Server for Call Details Endpoints using Platform SDK in Genesys Engage

RE: Fetch modified Agent details

RE: Fetch historical call details from the Genesys engage using PSDK

RE: Fetch historical call details from the Genesys engage using PSDK

RE: Fetch historical call details from the Genesys engage using PSDK

RE: Two step refer with an external number

RE: Fetch historical call details from the Genesys engage using PSDK

RE: Fetch historical call details from the Genesys engage using PSDK

RE: "A dial plan entry was not found for an outgoing call attempt."

RE: About getting unsolicited event from Interaction server

RE: Fetch historical call details from the Genesys engage using PSDK

RE: Fetch modified Agent details

RE: I've identified that the customer's information is not displaying in the Genesys WDE case details. This data, known as "attached data," is also not appearing on the SIP server.

RE: Register Webhook in Genesys engage platform

RE: Unwanted characters displayed in Agent case information

RE: Platform SDK for Java 9.0.x

RE: Two step refer with an external number

RE: Configuration Server is not getting started

RE: Engage 8.5

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