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Mr. Giuliano Ferri

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RE: Please enroll my organization in Agentic Virtual Agent (Guide v3)

Posted By Giuliano Ferri 02-10-2026 05:43
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Genesys team, could you let us know if this is the right way for this kind of request? I'd be interested also to have this new feature available in some way. Thanks! ------------------------------ Giuliano Ferri Indra Italia ------------------------------

RE: delivery status tracking for Open Messaging interactions

Posted By Giuliano Ferri 01-16-2026 06:42
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert, I didn't realize that you can remove the vote... Great suggestion! ------------------------------ Giuliano Ferri Indra Italia ------------------------------

RE: delivery status tracking for Open Messaging interactions

Posted By Giuliano Ferri 01-16-2026 00:08
Found In Egroup: Genesys Cloud - Main \ view thread
I apologize for opening a thread within a thread, but once the limit of 50 votes has been reached, does it remain set for life? Shouldn't it be reset after a certain period of time (for example, at the end of the year)? ------------------------------ Giuliano Ferri Indra Italia ------------------- ...

RE: Restrict over usage of concurrent licenses in org

Posted By Giuliano Ferri 09-15-2025 00:47
Found In Egroup: Genesys Cloud - Main \ view thread
Robert, if you are using the concurrent model, you should have 30 minutes available to avoid overlap during time shift changes. So, if you're logging out the person before 30 minutes since the logon, you're not consuming the license. I think the other problem you can have is if you're using addons ...

RE: How to perform two-step transfer from Architect Inbound Call Flow

Posted By Giuliano Ferri 08-21-2025 09:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Steve, thanks for you reply. I don't know exactly John's requirements but, from my point of view, your suggestion is interesting but some more analysis is required. Just to understand, my use case is the following: a customer calls to our support service out of the business ...

RE: How to perform two-step transfer from Architect Inbound Call Flow

Posted By Giuliano Ferri 08-20-2025 02:18
Found In Egroup: Genesys Cloud - Main \ view thread
John, I've no solution to your question (I apologize for that) but I'm interested on another point of your requirement: how does your call flow work when the target mobile phone is unreachable, for example due to lack of network coverage? In Italy, mobile carriers play a message and this is ...

RE: Request to Increase Bot Timeout in Genesys Bot Connector

Posted By Giuliano Ferri 05-17-2025 09:30
Found In Egroup: Genesys Cloud - Main \ view thread
I think it depends on the type of bot: if Genesys bot (Dialog Engine) you can increase the limit; if it is based on 3rd party technology, it is not possible. There was an idea about this subject: Increase Google Dialogflow and Amazon Lex | Genesys Cloud Ideas Portal. But the current status is: "Future ...

RE: TTS Dictionary

Posted By Giuliano Ferri 03-15-2025 15:35
Found In Egroup: Genesys Cloud - Main \ view thread
I took a look at the idea mentioned by Jason and I think it does not fully meet my requirement. The discussion associated with the idea mentions this at the end of September 2022 under the term "lexicon support" and, in the end, it really seems that the only way forward is the one indicated by Vaun: ...

TTS Dictionary

Posted By Giuliano Ferri 03-14-2025 07:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Community, do you know if there is a way to define a dictionary list to be used when TTS need to synthesize a variable text, for example coming from an external source. We know that SSML is available but you could use it when you're writing a text on your own (and you can say to TTS how pronounce ...

RE: Web Messaging - Step-up authentication during conversation

Posted By Giuliano Ferri 07-08-2024 05:31
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hello David, any news about the availability of this beta? We subscribed to it but seems it is not enabled, yet, on our org. Thanks! ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

RE: Follow-Up Response Timeout overrides DialogFlow CX session timeout

Posted By Giuliano Ferri 07-17-2023 09:45
Found In Egroup: Genesys Cloud - Main \ view thread
I would suppose that Genesys DF connector stores somewhere QueryResult.current_page and QueryResult.parameters and re-uses them when a new customer message has to be sent to DF. In that case, if DF timeout has expired, the dialogue will be resumed by DF and it will continue from there. Am I right? ...

RE: WebRTC - Connections via Proxy

Posted By Giuliano Ferri 10-17-2022 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, I'm also looking for information on how to use WebRTC behind a proxy server. Is there some advice to follow? And, especially, does it work? Thanks in advance for any suggestion! ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

RE: Pick a topic and a prize? It's a win-win!

Posted By Giuliano Ferri 10-09-2022 13:37
Found In Egroup: PureEngage On-Premises \ view thread
Hello, I'd like to know if you planned a good migration path from Engage to Multicloud, at the end. Especially my concern is related to routing strategies and IVR: the two bigger customers we have, that could be both potentially interested to a Multicloud migration, are both running a lot of IRD based ...

RE: Support of pdf attachments in web messenger

Posted By Giuliano Ferri 10-03-2022 09:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, the problem is that the only format allowed, by now, is image (gif, jpeg, png) and, video (as an URL link). But the customer is asking for pdf... ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

RE: Support of pdf attachments in web messenger

Posted By Giuliano Ferri 10-03-2022 09:41
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, Gerardo, thanks. I've already seen and voted that idea. The feature is accepted but it is not under development, by now. I was adding the question here because of that... ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

Support of pdf attachments in web messenger

Posted By Giuliano Ferri 10-02-2022 13:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, does anyone know if there is a plan to make available the attachment of pdf files during a web messenger chat? Thanks in advance for your advice. #DigitalChannels #Roadmap/NewFeatures ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

RE: Access to messenger through a mobile app

Posted By Giuliano Ferri 10-02-2022 13:41
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks to all for the very useful replies! We were able to answer positively to the customer request. It seems there are several ways available to accomplish this task. Thanks Community! ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

Access to messenger through a mobile app

Posted By Giuliano Ferri 09-29-2022 05:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hello community, a prospect is asking us if web messenger could be accessed from within a custom mobile app running on Android and iOS. Looking at the old posts, I found that API were available for the "legacy" chat but I was not able to find something for web messenger, that Genesys strongly suggest ...

RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

Posted By Giuliano Ferri 09-20-2022 01:42
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hello Jane, which languages are supported at this time? ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------

RE: Dialogflow CX voice integration

Posted By Giuliano Ferri 06-14-2022 17:45
Found In Egroup: Genesys Cloud - Main \ view thread
Ciao Gennaro, since the beginning of May, whitelisting is not more required and also the help page on Cloud CX has been deleted. ------------------------------ Giuliano Ferri Indra Italia spa ------------------------------