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Mr. Fabrizio Tortis

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RE: Genesys Cloud vs Genesys Engage - Analytics KPI comparison table

Posted By Fabrizio Tortis 02-04-2026 15:59
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Stephan, Thank you for your response and sharing your excel file. Along with the link, I can use it as a starting point for analyzing the KPIs used by the client today in Genesys Engage. Kind regards. ------------------------------ Fabrizio Tortis Swisscom (Schweiz) AG - Technical Lead ...

Audio Device Profile set in Preferences suddently disappear

Posted By Fabrizio Tortis 02-04-2026 15:56
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Community Forum, I am facing a problem in one of our customer with the audio profiles set by the agents in the preferences menu in GC. Agents are using GC in Chrome and a Jabra dect headset plugged-in via USB cable (https://www.jabra.com/business/office-headsets/jabra-engage/jabra-engage-7 ...

Audio Device Profile set in Preferences suddently disappear

Posted By Fabrizio Tortis 02-04-2026 15:55
Found In Library: Genesys Cloud - Main
#Telephony

Genesys Cloud vs Genesys Engage - Analytics KPI comparison table

Posted By Fabrizio Tortis 02-03-2026 16:48
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Community Forum, We are working on a migration project from Genesys Engage to Genesys Cloud for one of our Customer. The reporting team has been provided to us a list of KPI currently used today to generate reports with Genesys CX Insights. Question: Have any of you created a table comparing ...

RE: WhatsApp Embedded Signup Flow - Questions and suggestions

Posted By Fabrizio Tortis 01-12-2026 04:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Richard, Many thanks for your reply and additional clarifications. This helps me a lot. Kind regards, Fabrizio ------------------------------ Fabrizio Tortis Swisscom (Schweiz) AG - Technical Lead CIM ------------------------------

RE: WhatsApp Embedded Signup Flow - Questions and suggestions

Posted By Fabrizio Tortis 01-07-2026 11:05
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Cameron, Many thanks for your reply. What you provided are the prerequisites also listed in the attached link in my original post. I have already looked at them. What I was looking for was input, advice and mistakes to avoid based on actual implementation of this integration. I can't believe ...

WhatsApp Embedded Signup Flow - Questions and suggestions

Posted By Fabrizio Tortis 01-07-2026 03:24
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Genesys Cloud Community, I am currently working on the implementation of Genesys Cloud for one of our clients. One of the tasks to be done is integration with WhatsApp. I have seen that Genesys Cloud provides integration through the Embedded Signup flow (link: https://help.mypurecloud.com/art ...

RE: Genesys Cloud for Salesforce - 10 browser tabs limitation - Support required

Posted By Fabrizio Tortis 12-17-2025 11:42
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Cameron, Many thanks for the prompt reply and detailed explanation. This is helping me a lot especially in raising awareness about behavior that Genesys cloud users will need to have when we go into production. I wish you also Happy Holidays. Kind regards, Fabrizio ---- ...

Genesys Cloud for Salesforce - 10 browser tabs limitation - Support required

Posted By Fabrizio Tortis 12-17-2025 11:12
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Genesys Community forum, I'm currently implementing Genesys Cloud for Salesforce for one of our Customer. This Customer is using Saleforce lightning without console navigation. I land to the following link in the Resource Center: Can I run Genesys Cloud Embeddable Framework or Genesys ...

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 12-16-2024 05:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Tatjana Knezevic Many thanks for your answer. I gladly inform you that finally we were able to fix this issue and integrate succesfully Genesys Cloud with M365. It was a misconfiguration between the Service Principal Name and the user created on Exchange side leading this issue. I've added ...

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 12-16-2024 05:10
Found In Library: Genesys Cloud - Main

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 11-26-2024 05:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Tatjana Knezevic many thanks for your answer. I was able to fix this issue. There was a Conditional Access Policy rule configured on Azure which was blocking Genesys in getting the token. Now the integration on Genesys is correctly active but infortunately I'm still not able to reply or send ...

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 11-26-2024 05:48
Found In Library: Genesys Cloud - Main

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 11-14-2024 13:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tatjana, Many thanks for your answer and the latest version of the documentation. We have the following specilities in our integrations: We adopt redirect message for the inbound email (https://help.mypurecloud.com/articles/register-domain-redirect-inbound-messages/) and Custom SMTP integration ...

RE: SMTP Oauth2.0 set up

Posted By Fabrizio Tortis 11-12-2024 11:28
Found In Egroup: Genesys Cloud - Main \ view thread
Dear @Tatjana Knezevic, Hope you're doing well. We're struggling since weeks to have this Integration up&running. In the current Integration we are using email forwarding for inbound email and Custom SMTP Integration for Outbound email. There are several questions that I hope you could help ...

Synchronize Time-off requests among SAP Fiori and Genesys Cloud WEM

Posted By Fabrizio Tortis 10-30-2024 18:04
Found In Egroup: Workforce Engagement Management \ view thread
Dear Genesys Community, We are currently trying to manage a requirement received from one of our Customer about Genesys Cloud WEM and specifically time-off entries. Here is the requirement elicited: "Absence management for Employees is carried out using an SAP Fiori application. The Contact Center ...

RE: Upcoming Agent UI Changes - Email parking

Posted By Fabrizio Tortis 09-12-2024 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Atsushi Hirano I play a bit with the new email parking feature released. There are two questions raising from my side: Based on the documentation available in the Resource Center, there is a limitation of 10 parked email per agent mentioned in the Notes. Is this correct? If so is there already ...

RE: SAP S/4HANA integration using Data Actions

Posted By Fabrizio Tortis 03-25-2024 00:44
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Lawrence, many thanks for your answer. The reasons why I would like not to use the connector are mainly the following: - Microsoft Teams presence status not available (also required by the customer); - Existing integration with MS Dynamics using Data Actions not possible at the same time ...

SAP S/4HANA integration using Data Actions

Posted By Fabrizio Tortis 03-22-2024 00:33
Found In Egroup: Genesys Cloud - Main \ view thread
Dear Genesys Cloud Community, For one Customer we would like to integrate Genesys Cloud with SAP S/4HANA without using the connector available on AppFoundry since they are using the Genesys Cloud Embedded Client. Our approach is to use Data Actons, like available for MS Dynamics or Salesforce ...

RE: Microsoft AD - Search in the customer's global address book

Posted By Fabrizio Tortis 01-31-2024 01:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Dean, Thanks for your reply. I'm guessing that they would like to search for a customer name and retrieve information from their AD in order to call him/her for instance. I'm sorry but there are not a lot of details around this requirement. Kind regards, Fabrizio