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Eric Callagher

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RE: Agentless Email, Email Alert Workflow, External

Posted By Eric Callagher 12-15-2025 11:36
Found In Egroup: Genesys Cloud - Main \ view thread
Yes please.Eric Callagher Telephony Engineer +1 (707) 520-0110 The information contained in this email message is PRIVATE and intended only for the personal and confidential use of the recipient named above. If the reader of this message is not the intended recipient or an agent responsible ...

RE: Agentless Email, Email Alert Workflow, External

Posted By Eric Callagher 12-12-2025 13:11
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Elisson! I will definitely look into these. ------------------------------ Eric Callagher Telephony Engineer ------------------------------

Agentless Email, Email Alert Workflow, External

Posted By Eric Callagher 12-11-2025 18:53
Found In Egroup: Genesys Cloud - Main \ view thread
I am trying to send notification emails for emergency call events like 911/988 or inbound to Location Emergency Numbers. My workflow action 'Send Email Notification' will not validate with my email variable. It appears like it will only take System Users. Error is - Cannot convert expression from type ...

RE: Best Practices for Finding and Deleting Unused WebRTC Phones

Posted By Eric Callagher 03-13-2025 12:43
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for your answer. Can I ask - How do you create a scheduled job? It'd be handy to be able to clean phones - going forward on termination/transfer; while (current unused phones) could be cleaned up with a recon. ------------------------------ Eric Callagher Telephony Engineer -- ...

RE: Best Practices for Finding and Deleting Unused WebRTC Phones

Posted By Eric Callagher 03-13-2025 12:38
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Thank you. Yes, we build named phones for each WebRTC User; we now have a couple thousand of these and want to delete many of those. I'm glad we have APIs that can help. Robert below also mentioned Trigger for user status change. I may explore this. ------------------------------ Eric Callagher ...

Best Practices for Finding and Deleting Unused WebRTC Phones

Posted By Eric Callagher 03-12-2025 19:58
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Hi everyone, I hope you're all doing well! I'm currently working on cleaning up our Genesys Cloud environment and need some advice on the best way to find and delete unused WebRTC phones. Context: Environment: Genesys Cloud Objective: Identify and delete WebRTC phones that are no longer ...

RE: Standalone Phone was logged into by CX Agent

Posted By Eric Callagher 03-06-2025 12:56
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That's what I assumed, too. I found that Standalone phones did show and were easily selected. This is concerning - this should be restricted!! Controls to what's visible to who are needed as well. An agent shouldn't be able to change phone from their default, and an agent shouldn't be presented nonsensical ...

RE: Standalone Phone was logged into by CX Agent

Posted By Eric Callagher 03-06-2025 11:54
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Thanks Brian - for the link. I voted for the control idea. I wouldn't have thought that a user with a limited role would be able to change the phone on a whim. I'm not certain he did - and found a few others logged into other standalone phones. It's good that once found, they can be logged out. ...

Standalone Phone was logged into by CX Agent

Posted By Eric Callagher 03-05-2025 14:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, I wanted to bring up an interesting issue we encountered today. One of our Customer Service agents showed as logged into a Standalone - Reception phone. This led to inbound queue calls being routed to an office assistant's desk instead of the intended agent. Here are a few questions ...

RE: Configuring Telephony at New Facilities in LATAM

Posted By Eric Callagher 01-27-2025 12:24
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Got it thank you! Eric Callagher Telephony Engineer +1 (707) 520-0110 The information contained in this email message is PRIVATE and intended only for the personal and confidential use of the recipient named above. If the reader of this message is not the intended recipient or an ...

RE: Configuring Telephony at New Facilities in LATAM

Posted By Eric Callagher 01-23-2025 19:42
Found In Egroup: Genesys Cloud - Main \ view thread
I added the region Brazil thank you!! I don't understand the regex stuff. The Match Expression and Normalized fields are making me scratch my head. I hoped to simplify dialing. So people who dial locally could dial fewer numbers. For example, in the US, in days of yore I could dial 7 numbers 123-4567 ...

RE: Configuring Telephony at New Facilities in LATAM

Posted By Eric Callagher 01-22-2025 14:49
Found In Egroup: Genesys Cloud - Main \ view thread
I'm new to the Genesys Platform, so I am sorry if this comes across as basic: I built a Branch Site - [Mexico - Mexico City] This is for non IVR calls - ie Business Users w/Communicate Licenses I couldn't configure its specific location in the country so chose 'Remote Site'. Which is our default ...

Configuring Telephony at New Facilities in LATAM

Posted By Eric Callagher 01-21-2025 18:33
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Hi everyone, I'm currently facing some challenges configuring phones for outbound, national and local dialing in Argentina, Uruguay and Mexico. I would greatly appreciate any help or insights you can provide. Would someone be able to walk me through all the moving parts? Topology, trunks, sites ...

RE: Telephony - Topology - Sites with unused trunks

Posted By Eric Callagher 10-11-2024 17:01
Found In Egroup: Genesys Cloud - Main \ view thread
I have similar problem with Topology. I have the yellow alert on all sites I also don't like to see errors - this causes me a lot of confusion. Can someone explain to me what is happening? ------------------------------ Eric Callagher Social Finance, LLC ------------------------------