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Patrick Rada

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RE: Apply Limitations to Transfers

Posted By Patrick Rada 09-25-2021 01:30
Found In Egroup: Genesys Cloud - Main \ view thread
There isn't much you can do about transferring to individual users. However, if your queue naming convention allows you to determine that a call from queue A can or cannot be transferred to queue B, you could store and retrieve participant data and interrogate whether or not a call belongs in queue B ...

RE: Another re-branding? "Genesys Cloud" is now Genesys "Cloud CX"?

Posted By Patrick Rada 07-19-2021 10:50
Found In Egroup: Genesys Cloud - Main \ view thread
You and most users. It is difficult to get them to change when they have to go to the "mypurecloud" web site, etc. People have been speaking in URL since we started "googling it." I recognize the immense effort required to safely change domain & host names and ensuring DNS is proper throughout the ...

RE: Speech Activated IVR with more than 12 Options

Posted By Patrick Rada 07-07-2021 15:05
Found In Egroup: Genesys Cloud - Main \ view thread
Assuming you need a menu structure... I haven't had the need to try this in GC, but in the past I've nested the additional options in a sub-menu. So on the main menu "1" would lead to a sub-menu (no audio) with a default exit for "1" and then "0", "1" and "2" would be effectively 10, 11, and 12. ...

Data Tables - Export

Posted By Patrick Rada 07-06-2021 12:17
Found In Egroup: Genesys Cloud - Main \ view thread
I set this up as an idea (https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-1032), because like many of the export functions in Genesys Cloud (GC), only the most general "if it contains a comma" rule for formatting CSV data was followed. If you happen to include an E.164 formatted number in a data table ...

RE: Agents randomly going "not responding" during a call while on queue ?

Posted By Patrick Rada 01-24-2021 17:53
Found In Egroup: Genesys Cloud - Main \ view thread
@Emma Budgen I'm not sure if the "power options" response also included the screen lock settings, which typically engage much sooner that sleep mode (particularly when commercial power is available). I'm very curious as to the outcome of your experiements! ------------------------------ Patrick Rada ...

Import/Export of View Settings

Posted By Patrick Rada 11-17-2020 15:08
Found In Egroup: Genesys Cloud - Main \ view thread
Having again having had to manually setup views in multiple orgs went hunting in the ideas lab. If you're interested in the ability to share view settings, importing and exporting them to use in different orgs, etc., check outhttps://genesyscloud.ideas.aha.io/ideas/CLPLA-I-837 and vote it up! #Arch ...

Data Table E.164 columns being mal-formatted on export

Posted By Patrick Rada 10-26-2020 11:49
Found In Egroup: Genesys Cloud - Main \ view thread
Have noted that Genesys Cloud exports data table string columns undelimited unless they contain a comma. Technically okay. Except phone numbers, undelimited, are interpreted by other applications, Excel, etc,, as numbers: +61355500101 in a data table column is exported as +61355500101. +61355500101 ...

Adding User to Multiple Groups

Posted By Patrick Rada 09-03-2020 10:18
Found In Egroup: Genesys Cloud - Main \ view thread
Anyone else frustrated that you can't easily add a user to multiple groups? You can remove users from groups in "Person Details," albeit by visiting each group page individually. In the "People" group of pages, you can search for and add/remove user to roles, ACD skills, queues, but not groups. As ...

RE: Calls not routed the Agents

Posted By Patrick Rada 08-20-2020 10:55
Found In Egroup: Genesys Cloud - Main \ view thread

RE: Audio loss upon network interruption

Posted By Patrick Rada 08-20-2020 10:31
Found In Egroup: Genesys Cloud - Main \ view thread
We've seen similar behavior. It is hard to explain to users why their Teams and Zoom video meetings occur flawlessly, but GCloud drops calls. When we shifted to WFH/WAH earlier in the Spring there were all sorts of things that turned up. We do seem to have more challenges with one particular U.S. carrier. ...

RE: Supervisors Activating / Deactivating Agents on a Queue

Posted By Patrick Rada 07-29-2020 15:53
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks. Here's my concern, and I'm hoping someone from Genesys can address it: Genesys Cloud requires the Routing > Queue > Join permissions for agents to activate/deactivate themselves in queues and for supervisors to activate/deactivate agents in queues from supervisor displays such as Queue Agents ...

Supervisors Activating / Deactivating Agents on a Queue

Posted By Patrick Rada 07-28-2020 09:28
Found In Egroup: Genesys Cloud - Main \ view thread
I know this has been brought up before, but the permission needed for a supervisor to activate and deactivate agents on a queue though the supervisor Performance pages is Routing > Queue > Join, correct? #Omni-ChannelDesktop/UserInterface #SystemAdministration ------------------------------ Patrick ...

RE: Webcam activating when logging into PureCloud

Posted By Patrick Rada 06-25-2020 15:31
Found In Egroup: Genesys Cloud - Main \ view thread
I'm told by CC that there is/was an open internal dev ticket on this and that as a work around you can toggle the video chat icon. Haven't had a report come in that I can try that with. ------------------------------ Patrick Rada Keypath Education LLC ------------------------------

RE: Stats for more than 1 Queue

Posted By Patrick Rada 04-14-2020 11:51
Found In Egroup: Genesys Cloud - Main \ view thread
Exactly. Have about 250 queues at the moment in one org and it isn't necessarily fun to configure but doable. ------------------------------ Patrick Rada Keypath Education LLC ------------------------------

RE: Stats for more than 1 Queue

Posted By Patrick Rada 04-14-2020 10:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Reginald - If you're building the dashboard for individuals with permissions to see all queues, you'll need to divide your tiles up by division and only include those queues within that division. So, build three rows, each containing tiles for one division. Ancillary to that, users without "view ...

RE: Official Group Visibility

Posted By Patrick Rada 11-05-2019 12:18
Found In Egroup: Genesys Cloud - Main \ view thread
Found this buried in the Idea Lab.... with groups now providing security functionality, seems like a no-brainer... get out the vote! :) https://purecloud.ideas.aha.io/ideas/CLPLA-I-564 ------------------------------ Patrick Rada Keypath Education LLC ------------------------------

RE: Official Group Visibility

Posted By Patrick Rada 11-05-2019 12:05
Found In Egroup: Genesys Cloud - Main \ view thread
Has this ever been fixed? In my last round of tests I was still seeing it. With the ability to add roles/permissions through groups, you'd think Genesys would have addressed this oversight. Needing to ensure that every admin is an owner of every group is awkward at best and you could easily end up ...

RE: You Are No Longer Connected Message

Posted By Patrick Rada 10-04-2019 12:20
Found In Egroup: Genesys Cloud - Main \ view thread
I concur. This problem has never gone away. PureCloud causes the error regardless of how many tabs you have open. PureCloud most frequently nests the entire page within a frame most frequently when administering people and opening person details and when administering groups. That is by far the most ...

RE: Network connectivity alerts

Posted By Patrick Rada 07-25-2019 17:56
Found In Egroup: Genesys Cloud - Main \ view thread
True... but neither I, nor Genesys Customer Care, have time for additional nuisance tickets each day. Unfortunately, what will occur is that as users learn that the "incessant" (if I can use that word in this context) alerts gain little or no support response, they will begin ignoring what could ...

RE: Network connectivity alerts

Posted By Patrick Rada 07-25-2019 11:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George - The message that is presented to users states "Issues have been recorded and are viewable by support." Since every user on the planet stops reading at that point and interprets that to mean their local support staff knows exactly what is happening as soon as they contact us, where is that ...