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Bryan De La Cruz

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RE: Rule behavior different when using same queue for 2 campaigns

Posted By Bryan De La Cruz 11-28-2022 20:08
Found In Egroup: Genesys Cloud - Main \ view thread
So bottom line if we are using a rule to kick off campaign B once campaign A reaches a certain percentage of completion (both campaigns share same queue) the only way for campaign B to continue dialing is to assign a different queue? ------------------------------ Bryan De La Cruz ------------- ...

RE: Rule behavior different when using same queue for 2 campaigns

Posted By Bryan De La Cruz 11-28-2022 09:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Robert, We need the agents to stay busy dialing but sharing the same queue prevents the desired behavior. Example: Campaign A (Non Work) kicks off an is running for Queue Z Use Campaign Rule to kick off Campaign B (Work) that also sends calls to Queue Z Campaign B will get started ...

Rule behavior different when using same queue for 2 campaigns

Posted By Bryan De La Cruz 11-21-2022 22:14
Found In Egroup: Genesys Cloud - Main \ view thread
The issue is if you physically turn on 2 Campaigns that both use the same Queue, both Campaigns will run and make calls. But if you are running Campaign A and use a Campaign rule to turn on Campaign B - it will start but not make calls because the Available agents in Campaign B show 0 until the last ...

Genesys Cloud TCP in TLS?

Posted By Bryan De La Cruz 04-18-2022 14:38
Found In Egroup: Genesys Cloud - Main \ view thread
Our objective is to securely pass (call originates in genesys) calls into our Avaya CM using an external transfer setup from our outbound flow. The concern is passing personal information via UUI across the internet without encryption. Is Genesys using TLS on top of TCP when going from Edge to cloud ...

Is TLS used for Genesys Cloud Calls

Posted By Bryan De La Cruz 04-14-2022 09:59
Found In Egroup: PureEngage Cloud \ view thread
Our objective is to securely pass (call originates in genesys) calls into our Avaya CM using an external transfer setup from our outbound flow. The concern is passing personal information via UUI across the internet without encryption. Is Genesys using TLS on top of TCP when going from Edge to genesys ...

RE: Caller ID Name being Stripped by Carrier

Posted By Bryan De La Cruz 01-04-2022 16:03
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for your response. All of our calls are within the US so we'll need to see if this is something that a service can be provided for or if we need to register with a database since we're a business. I provided our team with a similar response as yours. I did find a service call “Nuestar Trusted ...

Caller ID Name being Stripped by Carrier

Posted By Bryan De La Cruz 01-04-2022 12:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Forum, My understanding is this info is stripped when it hits hops that don't support the feature. Is there a 3rd party service that preserves the "Caller ID Name" or a best practice genesys offers its customers who need this feature to work? #Connect with a Customer (NEW) #Outbound #PlatformAdministration ...

RE: How to reset a campaign sequence daily

Posted By Bryan De La Cruz 12-03-2021 15:24
Found In Egroup: Genesys Cloud - Main \ view thread
I added it. Will you show me some love and vote for it? :) https://genesyscloud.ideas.aha.io/ideas/OTB-I-474 ------------------------------ Bryan De La Cruz ------------------------------

RE: How to reset a campaign sequence daily

Posted By Bryan De La Cruz 12-02-2021 19:07
Found In Egroup: Genesys Cloud - Main \ view thread
Final verdict: it dialed in the correct order once I recreated the sequence however it continues where it leaves off no matter what. This means the order is off after the campaign is stopped and started if not stopped on the last campaign. (4 0f 4) The only feasible solution I can think of is unselect ...

RE: How to reset a campaign sequence daily

Posted By Bryan De La Cruz 12-02-2021 17:45
Found In Egroup: Genesys Cloud - Main \ view thread
I created another sequence for grins and giggles and it now dials in the correct order. That's one issue that seems to be gone. now at least so that part is good. Let me go back a retest the reset theory since this sequence is following the configured sequence. ------------------------------ Bryan ...

RE: How to reset a campaign sequence daily

Posted By Bryan De La Cruz 12-02-2021 17:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Guys, Thanks for the feature on your show, super cool. We use AWS for contact list import and purges so we could easily configure it to reset the campaign every morning. To test our theory I used API explorer to clear the contacts then reset ALL campaigns (via API) to see what happened when I ...

RE: How to reset a campaign sequence daily

Posted By Bryan De La Cruz 11-18-2021 16:34
Found In Egroup: Genesys Cloud - Main \ view thread
What if I created a schedule for each campaign separated by 1 min increments in the order of how I want the campaigns to be dialed. That would technically address the dialing order each day right? Is there another way to mimic what "sequences" and "repeat sequence" does? ------------------------------ ...

How to reset a campaign sequence daily

Posted By Bryan De La Cruz 11-17-2021 19:06
Found In Egroup: Genesys Cloud - Main \ view thread
Default behavior with "repeat sequence" checked is the campaign stops on the last campaign it ran out of numbers on. The next morning when we import the records the campaign sequence continues on the last campaign it left off on. Do there an out of the box solution to reset the sequence so that it starts ...

Campaign Sequence continues from where left off next day

Posted By Bryan De La Cruz 11-08-2021 14:35
Found In Egroup: Genesys Cloud - Main \ view thread
We have 4 campaigns dialing in a sequence everyday. Genesys Cloud default behavior resumes dialing once there are dialable numbers for the campaign it was on when it ran out. We would like it to start from the top of the sequence every day. Suggestions on how to do this in rules or anywhere else? # ...

Conversation Detail on calls 11:58 past midnight

Posted By Bryan De La Cruz 10-20-2021 15:17
Found In Egroup: Genesys Cloud - Main \ view thread
When pulling Conversations via Conversation Detail Job. If your interval is for all of yesterday (UTC time) And an IVR call starts at 11:58 PM and goes past Midnight. Is there a length of time a caller can stay in the System where you will not get the entire call (End Time) in the Conversation Detail ...

Conversation Detail Interval

Posted By Bryan De La Cruz 10-20-2021 09:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Genesys Cloud Team, When pulling Conversations via Conversation Detail Job. If your interval is for all of yesterday (UTC time) And an IVR call starts at 11:58 PM and goes past Midnight. Is there a length of time a caller can stay in the System where you will not get the entire call (End Time) ...

Contact List API

Posted By Bryan De La Cruz 10-18-2021 15:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Community, Does anyone know how long it takes Genesys to create the csv file for a contact list with 50 columns and 450,000 records using the "POST initiate the export" of the contact list API? How long before you can use the API "GET the URI of a contact list" export and then get the .csv ...

API Question

Posted By Bryan De La Cruz 10-15-2021 13:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Community, Does anyone know how long it takes Genesys to create the csv file for a contact list with 50 columns and 450,000 records using the "POST initiate the export" of the contact list API? How long before you can use the API "GET the URI of a contact list" export and then get the .csv file? ...

RE: "Just in Time" Scrubbing

Posted By Bryan De La Cruz 07-21-2021 13:27
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Sean, When we update the DNC via the API will Genesys behave executing the JIT behavior by default? Will the only thing we need to do is configure a precall policy to check the field that will have the flag? Lastly, Can the DNC be truncated by an external system via the API at the end of the ...

"Just in Time" Scrubbing

Posted By Bryan De La Cruz 07-19-2021 17:31
Found In Egroup: Genesys Cloud - Main \ view thread
What is best practice for scrubbing? (we scrub phone only and the entire record) We're migrating from LiveVox dialer to Genesys. Is there a "Just in Time" table Genesys Cloud uses like their old on premise? If not is there an API I'm unaware of that we can use to flag for DNC without having to stop and ...