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Mr. Boris Rada

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RE: Call Length when transferred - How to disconnect first call leg

Posted By Boris Rada 11-21-2019 11:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hello George. You are correct. The call will be transferred within the organization. This client has two "LOBs" with us. Currently the sales agents are transferring some calls to Customer Service. We have tried transferring them to the IVR TFN and/or doing blind transfer to the CS queue. But as you ...

Call Length when transferred - How to disconnect first call leg

Posted By Boris Rada 11-21-2019 11:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hello team. We have been transferring calls to another lines for one of our business clients, but we have found that the calls length are longer than what actually the agent talked on the first leg of the calls. According to this article on PureCloud support website https://help.mypurecloud.co ...

Filter Interactions not evaluated

Posted By Boris Rada 07-12-2019 09:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hello team Recently one of our quality agents brought a question regarding the filter we have in place on PureCloud. He wanted to know if is there a filter option that allows to only see from the Interactions, the ones not evaluated yet so that they don't go over interactions already evaluated ...

RE: Busy tone when calling

Posted By Boris Rada 02-05-2019 14:26
Found In Egroup: Genesys Cloud - Main \ view thread
Issue was related to the carrier when the number was ported. The issue got fixed ------------------------------ Boris Rada Executive Energy Management, LLC ------------------------------

Busy tone when calling

Posted By Boris Rada 01-24-2019 16:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hello guys. Today i received a complaint from a client stating that the number we provided to route the calls to the agents has a fast busy tone. This number is the only one with this issue. all of the other numbers we have for other clients are working fine. the number was recently ported in ...

RE: Did you know that you can now force a transfer or wrap-up code on "stuck" interactions?

Posted By Boris Rada 01-17-2019 14:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Clay. i have related issue that i want to know if it's possible. One agent left the station with a call without a wrap-up code and the call has been waiting to be dispositioned for more than 12 hours. Is there a way to force the interaction to be wraped up (it is an inbound call) ---- ...

Override Outboud Dialing Settings

Posted By Boris Rada 12-10-2018 16:21
Found In Egroup: Genesys Cloud - Main \ view thread
We have a client that is expecintg from our organization to dial the leads righ tafter they are stored in the contact list. Is there a way to override the dialing mode to make the dialer to call the numbers we store in the contact list even when there are no available agents on the campaign? So far from ...

RE: DNC List failing to Block numbers

Posted By Boris Rada 12-10-2018 16:17
Found In Egroup: Genesys Cloud - Main \ view thread
Certainly we've been experiencing this issue as well. We might now face fines as we are not complying some legal requirements for DNC numbers not being added to the DNC lists ------------------------------ Boris Rada Executive Energy Management, LLC ------------------------------

Reusable Task

Posted By Boris Rada 12-10-2018 14:41
Found In Egroup: Genesys Cloud - Main \ view thread
In our Organization we implemented an Inbound flow which is triggered from a contact list from a Outbound campaign. The OB campaign dials this number and send it to the IB. Right now we are facing an issue: the number from the contact list is being dialed twice at the same time and assigned to different ...