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RE: double callback requests

Posted By Sergio Ceddia 10-08-2020 04:48
Found In Egroup: PureEngage On-Premises \ view thread
Hi Jason, I appreciate you, I have set _enable_in_queue_checking = strict (instead of true) GMS log reports two or more requests from the same customer_number but the other requests isn't blocked. I have this log message: "com.genesyslab.gsg.services.callback.exceptions.CallbackExceptionAlreadyBooked: ...

double callback requests

Posted By Sergio Ceddia 09-30-2020 12:17
Found In Egroup: PureEngage On-Premises \ view thread
Hi , please, I need clarification about GMS settings or possible customization. In my Genesys platform, sometimes; GMS application (version 8.5.114.09) receives double callback requests from external web portal so the same customer could be called two times. GMS elaborate all the requests but it's ...

get email from stopped status

Posted By Sergio Ceddia 06-26-2020 10:39
Found In Egroup: PureEngage On-Premises \ view thread
Hi, yesterday, 20 email have been stopped (stopped interaction) due to ors script error. I resolved the issue and I would to get email from table changing status=3 to status=1 in email and interaction tables (genesys ucs db). These operations could be sufficient to get the stopped emails and route ...

High volume of Facebook social interactions

Posted By Sergio Ceddia 05-05-2020 12:20
Found In Egroup: PureEngage On-Premises \ view thread
Hi to all, I am looking for the best way to manage Facebook and Twitter interactions inside Genesys platform during "covid-19" time. The scope is to manage suddenly and unexpected high volume of social media interactions. Could we filter (or block) social media interactions using specific hashtags ...

save incoming email (read only) for reviews

Posted By Sergio Ceddia 03-19-2020 05:02
Found In Egroup: PureEngage On-Premises \ view thread
Hi to all, I am looking the best way to save and store inbound email without change made by agents. I could use PSDK but I think it's possible to do this without SDK. Moreover, using PSDK, I am not sure where I can recover and read the old email (in read-only mode). I presume it is possible to ...

WDE 8.5 - chat channel

Posted By Sergio Ceddia 03-03-2020 09:52
Found In Egroup: PureEngage On-Premises \ view thread
Hi to all, I have a doubt about WDE 8.5 and chat sessions. We work with Facebook chat sessions very well. Now we could add a new channel with basic "chat" type (like SMS channel). Do you have experience using both types of chat? Does WDE 8.5 handle the two chat types without conflicts or issues? ...

Facebook private messages & Business hours

Posted By Sergio Ceddia 01-30-2020 10:47
Found In Egroup: PureEngage On-Premises \ view thread
Hi, I have a question about Facebook messenger message (Facebook private messages) received during weekend, night hours or holidays. I have set up a welcome message and "closed contact center" and it's working. I would follow the following process: 1) put private messages (outside business hours) ...