Profile

Paolo Galan

☑ Fill Out Profile

Contact Details

My Content

1 to 20 of 20 total

RE: Add DID one by one, or ranges - possible Issue

Posted By Paolo Galan 09-26-2018 13:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hello George, What we did is unassigned a person from an extension and use PureCloud to test incoming. I guess that is why we are hearing a prompt that "call can't be completed in dialed" and not a fast busy tone. ------------------------------ Paolo Galan Global Digital Team, Customer Success ...

RE: PureCloud Edge shutdown

Posted By Paolo Galan 09-25-2018 10:49
Found In Egroup: Genesys Cloud - Main \ view thread
No problem Sergio! You can also visit this page for everything about PureCloud. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

RE: Add DID one by one, or ranges - possible Issue

Posted By Paolo Galan 09-25-2018 10:18
Found In Egroup: Genesys Cloud - Main \ view thread
What we did, is unassigned a number and call it. And like you, we saw that inbound attempt to the unassigned number on the interaction list. This is what we are referring to as a behavior that is expected. I'll work with PS again and investigate the part where it retries. But share to us what Care ...

RE: Proxy support on WebRTC

Posted By Paolo Galan 09-25-2018 10:10
Found In Egroup: Genesys Cloud - Main \ view thread
Will you use a different Softphone? Normally the IP information are under your Trunk information on the admin. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

RE: PureCloud Edge shutdown

Posted By Paolo Galan 09-25-2018 10:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Sergio, I hope this LINK could help you with information to restart the device. And here is anything about managing the Edge device. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

RE: Add DID one by one, or ranges - possible Issue

Posted By Paolo Galan 09-25-2018 09:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Angelia, I have worked with PS on this and this seems to be an expected behavior for PureCloud interaction report. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

RE: Screen Sharing and Co-Browse Features

Posted By Paolo Galan 09-24-2018 13:11
Found In Egroup: Genesys Cloud - Main \ view thread
Ali, You may want to check all the details about Co-Browsing here, this has complete information about this feature. Hope this helps. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

All about ACD Messaging [Facebook, Line, Twitter]

Posted By Paolo Galan 09-18-2018 14:38
Found In Library: Genesys Cloud - Main
Here are useful consolidated links for anything about ACD for Facebook, Line, Twitte r Facebook Create an App Configure ACD messaging Line Create an App Configure ACD Messaging Twitter Create an App Configure ACD Messaging Pricing

RE: Deprecation: Website-only web chat configuration

Posted By Paolo Galan 09-17-2018 09:11
Found In Egroup: Genesys Cloud - Main \ view thread
Few updates on this. How can I prepare for this deprecation? Make sure that your role contains the Web Chat > Deployment > All permission. Add a web chat deployment. Add the web chat deployment to your website. For more information, see Web chat in the Developer Center. After verifying ...

RE: Trunk Outbound Calling Name

Posted By Paolo Galan 09-12-2018 11:31
Found In Egroup: Genesys Cloud - Main \ view thread
I checked this with PS, and advised that if the agent will select the "In behalf of the queue" option when calling this will over-ride the Trunk CNAM and will display the configured CNAM for the department. You can give it a try and let us know. ------------------------------ Paolo Galan Global ...

RE: Trunk Outbound Calling Name

Posted By Paolo Galan 09-11-2018 15:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Angelia, Are you saying that in the event that an agent make an outbound call it uses the queue name rather than the CNAM configured? Basically CNAM and CLID does not rely anything that is configured on the local devices, it is normally requested to the Carrier and have the CNAM database ...

RE: Fill out the Script Agent before selecting the wrap up code ?

Posted By Paolo Galan 09-04-2018 10:29
Found In Egroup: Genesys Cloud - Main \ view thread
I would agree on the above statement, this currently is not an option for us. However someone has already submitted this as an idea, you can contribute by voting for this one, here's the link. https://purecloud.ideas.aha.io/ideas/CLPLA-I-580 ------------------------------ Paolo Galan Global ...

RE: Purchased Numbers

Posted By Paolo Galan 08-31-2018 07:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Carrie, Are you referring to the Outbound Caller ID or number directory? Issues like this are not new as numbers are being shared specially if you just have purchased the number recently. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ...

RE: Workforce Management Recurring Schedule

Posted By Paolo Galan 08-10-2018 14:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hello J.T, You mean to have that same schedule be set without any intervention from Workforce until change is needed. ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys - Employees ------------------------------

RE: Outbound Campaigns

Posted By Paolo Galan 08-10-2018 11:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Darryn, There were no influx of cases relating to this issue that you reported, this probably a unique one. Have you reached out with care to identify the root of the issue? Or have you figured it out? ------------------------------ Paolo Galan Global Digital Team, Customer Success Genesys ...

Deprecation: Salesforce data dip connector

Posted By Paolo Galan 08-07-2018 08:24
Found In Egroup: Genesys Cloud - Main \ view thread
Announced on Removal begins August 1, 2017 August 1, 2018 The Salesforce data dip connector integrates your interactive voice response (IVR) system with your customer relationship management (CRM) database. The connector retrieves information about accounts, cases, or contacts from ...

Deprecation: Full-text indexing of files in Documents

Posted By Paolo Galan 08-07-2018 08:22
Found In Egroup: Genesys Cloud - Main \ view thread
Announced on Removal begins July 25, 2018 October 31, 2018 On October 31, 2018, Genesys will no longer index the content of files uploaded to PureCloud Documents. Standard metadata, such as the document title and author is indexed, but not the full text of new documents. After ...

Deprecation: Website-only web chat configuration

Posted By Paolo Galan 08-07-2018 08:17
Found In Egroup: Genesys Cloud - Main \ view thread
Announced on Removal begins July 25, 2018 October 31, 2018 On October 31, 2018, Genesys is removing the website-only method of web chat configuration. We recently released the deployment model that allows for web chat configuration from within the PureCloud admin interface. This new ...

Deprecation: PureCloud for Chrome (app and extension)

Posted By Paolo Galan 08-07-2018 07:52
Found In Egroup: Genesys Cloud - Main \ view thread
Announced on Removal begins August 1, 2018 August 1, 2018 PureCloud for Chrome is a version of PureCloud's contact center services in Chrome that uses both an app and an extension. Genesys is replacing this integration with a newer PureCloud for Chrome that only uses an extension. ...

RE: Polycom Phone firmware update

Posted By Paolo Galan 07-16-2018 09:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Luke, You may want to check this Manually Updating Edge Server article. This should also trigger an update on the phones firmware. However I suggest that you reach out to Customer Care before doing this as seems to be an issue with the latest one. ------------------------------ Paolo Galan ...