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Steven Moore

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Display caller name instead of phone number

Posted By Steven Moore 05-15-2020 08:44
Found In Egroup: Genesys Cloud - Main \ view thread
My company is currently using Genesys cloud, but do not have them integrated to our PBX. I am using an update data with an expression of "ToPhoneNumber(Call.Ani).subscriberNumber". Is there a way for me to display the callers name instead of the 10 digit ANI? #ArchitectureandDesign ------------- ...

Monitor live calls question

Posted By Steven Moore 03-25-2020 07:38
Found In Egroup: Genesys Cloud - Main \ view thread
Happy Wednesday! I noticed something with a new employee that i did not see before, and cannot find any information in the documentation. I have enabled more of my agents to monitor live calls for training purposes. In doing this i have noticed that if they are not Available they cannot listen to ...

RE: Fixed Break and Lunch Schedule

Posted By Steven Moore 02-25-2020 15:37
Found In Egroup: Workforce Engagement Management \ view thread
You can create workplans for the employees for the week. This can allow fixed breaks for specified people ------------------------------ Steven Moore MITRE Corporation ------------------------------

Wrap Up time for Chat

Posted By Steven Moore 02-25-2020 09:58
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone know if there is a future enhancement on setting wrap-up timeout for Chats? #Roadmap/NewFeatures ------------------------------ Steven Moore MITRE Corporation ------------------------------

Login to ORG issues

Posted By Steven Moore 01-15-2020 09:04
Found In Egroup: Genesys Cloud - Main \ view thread
All im having login issues again. Anyone else having this issue? Im in America east #Ask Me Anything (AMA) ------------------------------ Steven Moore MITRE Corporation ------------------------------

RE: Wait Time for Multiple Queues

Posted By Steven Moore 01-09-2020 11:19
Found In Egroup: Genesys Cloud - Main \ view thread
Ill have to give that a try. I was looking at building a Secure flow as well. ------------------------------ Steven Moore MITRE Corporation ------------------------------

Wait Time for Multiple Queues

Posted By Steven Moore 01-09-2020 10:17
Found In Egroup: Genesys Cloud - Main \ view thread
Question for anyone that may have a setup like this. I am routing to a separate Queue so that a call is not recorded for PII reasons. All of my Agents are in this Queue, but they are also in the main Queue. The In Queue flow is the same for all of the Queues, but the Wait Times are reporting different. ...

RE: login in purecloud

Posted By Steven Moore 01-08-2020 10:11
Found In Egroup: Genesys Cloud - Main \ view thread
you can also subscribe on status.mypurecloud.com ------------------------------ Steven Moore MITRE Corporation ------------------------------

RE: login in purecloud

Posted By Steven Moore 01-08-2020 09:51
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the update. We are just being patient, and waiting for the 10am update ------------------------------ Steven Moore MITRE Corporation ------------------------------

RE: login in purecloud

Posted By Steven Moore 01-08-2020 09:41
Found In Egroup: Genesys Cloud - Main \ view thread
Already done. Figured id pick others brains while waiting ------------------------------ Steven Moore MITRE Corporation ------------------------------

RE: login in purecloud

Posted By Steven Moore 01-08-2020 09:35
Found In Egroup: Genesys Cloud - Main \ view thread
My Agents that are logged in are not being given Interactions. They are just sitting in Queue ------------------------------ Steven Moore MITRE Corporation ------------------------------

Chat

Posted By Steven Moore 12-19-2019 12:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hoping someone can enlighten me on a Chat question. I am using the widget for Chat, and created a workflow to move to a Queue off of schedule. I am noticing that some chats the person starting it will not see an Agent's responses. It is usually after a time between interactions has been over 3 min or ...

Moving a Waiting Interaction

Posted By Steven Moore 12-16-2019 15:17
Found In Egroup: Genesys Cloud - Main \ view thread
When i used to administer the old ININ platform (PureEngage now) there was an Admin ability to move an interaction to an Agent before it was answered. Does anyone know if this is a feature that will ever be available in PureCloud? #PlatformAdministration ------------------------------ Steven Moore ...

RE: Login to ORG issues

Posted By Steven Moore 12-12-2019 09:31
Found In Egroup: Genesys Cloud - Main \ view thread
We are back up as well ------------------------------ Steven Moore MITRE Corporation ------------------------------

Login to ORG issues

Posted By Steven Moore 12-12-2019 09:14
Found In Egroup: Genesys Cloud - Main \ view thread
Anyone else having issues logging into their ORG? We have been unable to login for the last 10 minutes #Unsure/Other #PureCloud QA Episode ------------------------------ Steven Moore MITRE Corporation ------------------------------