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Mr. Matt Keleshian

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Best solution for 'White Labeling' servicing?

Posted By Matt Keleshian 06-28-2020 16:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! Below is the scenario that I am attempting to best solve for within PureCloud: 1) White labeling requirement - different TFN, IVR and queue for a partnership that we will be supporting (i.e- our agents will answer the call to service as if we worked for their brand) 2) Pooled environment - all ...

RE: External Contacts

Posted By Matt Keleshian 05-18-2020 16:03
Found In Egroup: Genesys Cloud - Main \ view thread
Is the dummy user/ transfer the best way for all agents in our pure cloud instance to have visibility to an external contact? Ultimately, I am looking for the best way to give agents visibility to a transfer contact that is outside of Genesys. ------------------------------ Matt Keleshian Lon Operations, ...

RE: Immediately transfer to a number

Posted By Matt Keleshian 05-12-2020 22:38
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you!!! I was missing those default menu settings at 0. Much appreciated. ------------------------------ Matt Keleshian Lon Operations, LLC ------------------------------

Immediately transfer to a number

Posted By Matt Keleshian 05-12-2020 21:59
Found In Egroup: Genesys Cloud - Main \ view thread
I hope I'm not over complicating this one but need to design a flow that automatically transfers an inbound caller of a toll free and DID number to an external DID. How is this most easily feasible? When I select 'transfer to number' as an action in architect it is requiring me to select a DTMF option ...

Export user listing and permissions

Posted By Matt Keleshian 05-06-2020 21:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! Is there a simple way to export users and their relevant permissions? We are going through an annual audit and this would be a life saver. Thanks. #Ask Me Anything (AMA) ------------------------------ Matt Keleshian Lon Operations, LLC ------------------------------

RE: DTMF Masking

Posted By Matt Keleshian 04-09-2020 11:08
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you! Could you recommend a contact on the Genesys side who might be able to walk us through this and discuss what a SOW would look like for support with the integration with our payment processor?

RE: DTMF Masking

Posted By Matt Keleshian 04-09-2020 10:56
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks George. You are always super helpful. When you reference secure flow, is that a IVR flow that the agent would transfer the customer into? Ideally, it would be great to have an option within the user interface to leverage without interrupting the call/ without a transfer. Thanks.

DTMF Masking

Posted By Matt Keleshian 04-09-2020 10:35
Found In Egroup: Genesys Cloud - Main \ view thread
Does Genesys Cloud offer DTMF masking solutions through the application or only through integration with appfoundry partners? We are looking to implement a process to send debit information directly to the payment processor during a call but without leveraging an IVR for this. #Implementation -- ...

Play script/disclaimer recording during a call

Posted By Matt Keleshian 03-30-2020 15:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi- we are working on scripting that must be read during the call and would prefer the agent is able to trigger a pre-recorded message within the call. It would also be great if this wav file is kept within the call recording for compliance reasons as well. Is this feasible within the platform? I'm hoping ...

"Average POS Staffed"

Posted By Matt Keleshian 02-23-2020 15:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, hate to throw out some Avaya terminology, but is there a performance report that shows the average number of agents staffed for a queue, interval, day, etc? I'd like to start calculating the over/under staffing number to begin forecasting service levels and capacity planning. Any tips on how ...

RE: In-Queue flow that makes a decision if no users are logged into a queue

Posted By Matt Keleshian 01-27-2020 10:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Dan Fontaine, I've attached the very simple flow that I built and am using as the starting point. Currently, hold music plays for a max of 30 mins while looking for an available agent. If the 30 second timer runs out, the caller is immediately transferred to a voicemail. The initial issue that I ...

RE: In-Queue flow that makes a decision if no users are logged into a queue

Posted By Matt Keleshian 01-27-2020 10:21
Found In Library: Genesys Cloud - Main

RE: In-Queue flow that makes a decision if no users are logged into a queue

Posted By Matt Keleshian 01-26-2020 14:32
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks! You really helped me to get started on my research/ learning. I did not have the PureCloud Data Actions integrated so was not seeing the necessary options. I'll get that added and dig deeper. Have a good week. ------------------------------ Matt Keleshian Lon Operations, LLC ---------- ...

RE: In-Queue flow that makes a decision if no users are logged into a queue

Posted By Matt Keleshian 01-26-2020 13:34
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert. Much appreciated. Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions? The instructions make sense logically, but I'm not clear on how to write the actions quite yet. ------------------------------ Matt Keleshian ...

In-Queue flow that makes a decision if no users are logged into a queue

Posted By Matt Keleshian 01-25-2020 10:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there! I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool. For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set. I would like to set up the in-queue ...