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Mr. Rene Perez Solis

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RE: Integrating third party task lists as queues in Genesys Cloud

Posted By Rene Perez Solis 12-07-2021 16:18
Found In Egroup: Genesys Cloud - Main \ view thread
Im also interested to learn more about the cloud iWD solutipon and when it is on the roadmap. @Chris Bohlin any news on this topic?​​ ------------------------------ Rene Perez Solis Program Architect ------------------------------

RE: Change default ringtone

Posted By Rene Perez Solis 10-28-2021 11:42
Found In Egroup: Genesys Cloud - Main \ view thread
Was there meanwhile a change or is there a plan to have the possibility to change the ringtone? ------------------------------ Rene Perez Solis Program Architect ------------------------------

RE: WFM Schedule based Routing

Posted By Rene Perez Solis 08-03-2021 02:41
Found In Egroup: Workforce Engagement Management \ view thread
Hi Tracey, thanks for the hint, I have voted for this feature. I wonder if anyone could manage this with some APIs to get to a result. ------------------------------ Rene Perez Solis Service Architect ------------------------------

WFM Schedule based Routing

Posted By Rene Perez Solis 07-29-2021 03:43
Found In Egroup: Workforce Engagement Management \ view thread
Helllo Community, did anyone managed to have WFM schedule based routing? Example: If an Agent is scheduled for specific channel/activity only, that he will get during the time only interactions of this channel/activity? Im coming from the Enagge system and there is the possibility to include only ...

WFM Schedule based Routing

Posted By Rene Perez Solis 07-23-2021 02:25
Found In Egroup: Genesys Cloud - Main \ view thread
Helllo Community, did anyone managed to have WFM schedule based routing? Example: If an Agent is scheduled for specific channel/activity only, that he will get during the time only interactions of this channel/activity? Im coming from the Enagge system and there is the possibility to include only ...

RE: Retrieval of Edge logs from Telephony Admin UI - Product Ideas - Voting

Posted By Rene Perez Solis 07-13-2021 03:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I fully agree with Tommy. Log files could be essential for troubleshooting and also to monitor. ------------------------------ Rene Perez Solis Service Architect ------------------------------

RE: Salesforce OAuth

Posted By Rene Perez Solis 06-28-2021 08:33
Found In Egroup: Genesys Cloud - Main \ view thread
@Richard schott do you have an exmaple of aWSDA salesforce Integration? I coudl not get the custom auth working yet.​ ------------------------------ Rene Perez Solis Service Architect ------------------------------

RE: Salesforce OAuth

Posted By Rene Perez Solis 06-24-2021 02:11
Found In Egroup: Genesys Cloud - Main \ view thread
Its the strong company password policy which does not allow to have password set for long period or even no expire date. This is why I was trying to get the Web Service Data Action as there you can set clientId / clientSecret but yet without success. Would be nice to have more options on the Salesforce ...

Salesforce OAuth

Posted By Rene Perez Solis 06-23-2021 02:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there a way to setup the Salesforce Integration with a OAUth setup using client id and client secret instead of username and password? The reason is that due to company security policies the password of users have to be changed and consequence of this is that data actions stop working. ...

RE: Email via Salesforce (email to case) vs Email via Genesys Cloud (using integration) and WFM/metrics

Posted By Rene Perez Solis 03-12-2021 02:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Robert, I'm not a salesforce expert so maybe this is why I still dont get the differences of how you suggested it. So you use the Email 2 case funcationality in salesforce but instead of sending the attributes of the mail with the process builder, you sent the complete mail to a queue in Genesys. ...

RE: Email via Salesforce (email to case) vs Email via Genesys Cloud (using integration) and WFM/metrics

Posted By Rene Perez Solis 03-11-2021 02:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vaun, we sent the attributes directly with the process builder and then use the from/to address in the email routing. I agree it would be nice to overwrite the standard from/to address to use this in genesys reports etc. But I wonder how robert get the quality management working with the email data? ...

RE: Email via Salesforce (email to case) vs Email via Genesys Cloud (using integration) and WFM/metrics

Posted By Rene Perez Solis 03-08-2021 02:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Robert, I dont get the difference of your option to the email 2 case routing. With the process Builder you can sent all attributes from SF to Genesys. How do you do the custom notification? Is this also thru the Process Builder? Or do you really sent the SF Email then to the Genesys Email address? ...

RE: Platform API Client SDK - RoutingAPI

Posted By Rene Perez Solis 03-03-2021 02:17
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for this explenation, for now I made sure I sent the complete body and only change the values I want to be changed, to prevent default values. ------------------------------ Rene Perez Solis Service Architect ------------------------------

Platform API Client SDK - RoutingAPI

Posted By Rene Perez Solis 02-22-2021 09:16
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, I noticed when using the javascript SDK PUT /api/v2/routing/queues/(queueId) (RoutingApi Mypurecloud remove preview RoutingApi AlertingApi AnalyticsApi ArchitectApi AuditApi AuthorizationApi BillingApi ChatApi CoachingApi ContentManagementApi ConversationsApi ...

RE: Email to Case Salesforce Integration - variables in Architect?

Posted By Rene Perez Solis 02-05-2021 01:56
Found In Egroup: Genesys Cloud - Main \ view thread
The only downside of this, is that the performence reports do not show the FromAddress or ToAddress. I also do think there are some limitations if Quality Managemtn is used as the content of the mail is not in Genesys. ------------------------------ RenePerez Solis Genesys IT Consultant ----- ...

RE: Email to Case Salesforce Integration - variables in Architect?

Posted By Rene Perez Solis 02-03-2021 08:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vaun, yes you can get the attributes. In Salesforce / Process Builder you need to pass the atributes. Something like below: If this is done, you get use the Attributes in Genesys Architect. Kind Regards Rene ------------------------------ RenePerez Solis Genesys IT Consultant - ...

Salesforce Interaction Attributes/ Activity fields

Posted By Rene Perez Solis 10-27-2020 06:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We have some questions related to Salesforce integration and Genesys Cloud. What event triggers the task creation in salesforce? We see an automatic task is created but not associated with the a case. We create the case during the architect flow but can not link the autoaitc created task ...

Salesforce Integration

Posted By Rene Perez Solis 10-13-2020 10:05
Found In Egroup: Genesys Cloud - Main \ view thread
As we are designing our architecture having Genesys hadling the incoming interactions, and using Genesys Cloud for Salesforce managed package. Salesforce is our system of record, to manage case creation and interactions logging with customer. On email side the scenario is quite simpler, as we are ...