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Robert Wakefield-Carl

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RE: Blocking Caller From Calling Certain DIDs

Posted By Robert Wakefield-Carl 03-24-2026 23:39
Found In Egroup: Genesys Cloud - Main \ view thread
You can set Direct Routing DID to any of the numbers - I usually use Work2 or Work3. I usually set the primary as their extension number or a fake DID. When dialing out of the Direct Routing queue, it will pickup whatever number you have assigned for the direct routing integration (don't miss that step!) ...

RE: Blocking Caller From Calling Certain DIDs

Posted By Robert Wakefield-Carl 03-20-2026 09:58
Found In Egroup: Genesys Cloud - Main \ view thread
The issue with all of the suggestions you have here, is that once you direct that DID to the flow you have no ability to use that DTID for outbound calls. If these people happen to be agents on the system with a GCX license, then direct routing is definitely the better way to go. This allows agents to ...

RE: Audio connector - ElevenLabs

Posted By Robert Wakefield-Carl 03-12-2026 08:00
Found In Egroup: Genesys Cloud - Main \ view thread
If you are liking the voices, you should look at the ElevenLabs TTS connector. This allows you those high-quality voices in the Bot flows and Agentic Agents without having to use their AI directly. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects ...

RE: Having practically a single work plan per agent. Good or bad?

Posted By Robert Wakefield-Carl 03-09-2026 11:19
Found In Egroup: Workforce Engagement Management \ view thread
Thanks, Paul, for chiming in. Would love to hear from you and Andrew about what it handicapped when you let the agents dictate schedules in WFM and how Work Plan Bidding allows for the flexibility without tying the hands of AI for scheduling. ------------------------------ Robert Wakefield-Carl ...

Having practically a single work plan per agent. Good or bad?

Posted By Robert Wakefield-Carl 03-07-2026 17:15
Found In Egroup: Workforce Engagement Management \ view thread
I have so many clients that insist that they need to have a work plan for every agent out there. My reply is that by doing so, you are leaving very little for WFM to do. Sure you can keep track of adherence or compliance, but as far as forecasting and scheduling what do you expect the WFM to do when ...

RE: March Question of the Month - Favorite Roadmap Feature

Posted By Robert Wakefield-Carl 03-07-2026 17:12
Found In Egroup: Genesys Casual \ view thread
There are so many great features that are due out soon like bring your own LLM and some of the new WFM features. But for me taking bots to the next level being multi-moldal and exchanging documents and images with messaging clients will be a big hit. There are very few AIs out there able to accomplish ...

RE: Can AI Knowledge Articles dynamically read data through an external document link and generate answers

Posted By Robert Wakefield-Carl 03-06-2026 17:13
Found In Egroup: Genesys Cloud - Main \ view thread
You could consider a small web service hosted either in a Cloud function or in lambda that could read the file and return the values back to the data action calling that Cloud function. Would be worth a try! ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation ...

RE: Possible version limit for messenger configuration ?

Posted By Robert Wakefield-Carl 03-04-2026 10:08
Found In Egroup: Genesys Cloud - Main \ view thread
Genesys has a limitation of 50 configurations. That is a soft limit and can be raised with a good business case. I would first remove any configurations that are not in use and if you still need more, you will need to open a case with Genesys support to raise that. They will not consider it without good ...

RE: Coming Soon: More Flexible Bot Conversations with "Don't Know" Support

Posted By Robert Wakefield-Carl 02-19-2026 16:32
Found In Egroup: Genesys Cloud - UI New Features \ view thread
This seems interesting, but I usually default to knowledge and use a custom knowledge path that looks at the confidence and then handle it like this would. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com ...

RE: Genesys bot misinterprets partial DOB "05 January" as current year 2026

Posted By Robert Wakefield-Carl 02-19-2026 11:37
Found In Egroup: Genesys Cloud - Main \ view thread
Perfect example of virtual agent slots. I suggest this all the time that you need to look at virtual agents not as bots, but as a piece of the orchestration that you do in your IVR call flow. In this case, your virtual agent is nothing more than a single Ask for Slot and a prompt in the slot like "caller ...

RE: Need to offer 11 languages options to follow caller through IVRs

Posted By Robert Wakefield-Carl 02-17-2026 20:27
Found In Egroup: Genesys Cloud - Main \ view thread
Have you considered using a simple bot? All department we can do is just ask him what language they would like to speak have a time out for English and then you can support me languages that you want by just having them speak either in English the language name or in their own language using phonetics ...

RE: Speech and Text Analytics

Posted By Robert Wakefield-Carl 02-04-2026 20:48
Found In Egroup: Genesys Cloud - Main \ view thread
No. Something Genesys wants to have once the AIs can do that. All STA is based on the transcription, not the actual recording. Using Tone, Pitch and Word choice is very subjective and not something AI's do well. Just imagine the exact same script read by someone from LA and the other from Brooklyn. What ...

RE: Slot: Accept letters only

Posted By Robert Wakefield-Carl 02-04-2026 20:44
Found In Egroup: Genesys Cloud - Main \ view thread
Rechele, Yes and no. You can do the numbers just fine for phone numbers with a simple Regex. For the name and alphanumeric, you should consider Virtual Agent slots. They are much better than trying to do REGEX to match slots. As for getting slot option from a table, that is possible if you use a dynamic ...

RE: SMS Before Voice Call

Posted By Robert Wakefield-Carl 01-26-2026 11:15
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, you are on right path. Send SMS with an inbound messaging flow. Look for the Yes reply and run a data action to insert that number into your outbound campaign list. Now, you may want some other lookups to apply other data to the contact list. Let me know if you need some details. ------------ ...

RE: Automatic sending attachments using Whatsapp

Posted By Robert Wakefield-Carl 01-18-2026 18:23
Found In Egroup: Genesys Cloud - Main \ view thread
I don't know about sending documents automatically, but you can allow your agent or customers to send them through Whatsapp using Supported Content Profiles and then attach that to your platform integration: ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation ...

RE: WebRTC phone housekeeping - Any tips?

Posted By Robert Wakefield-Carl 01-15-2026 01:26
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I suggest a workflow triggered when users are created to create phones and do other activities. You could also have workflow called "offboarding" that can look for WebRTC phones that have no active users and delete the phone. That can be run on a schedule or manually using a CLI and a timed batch file ...

RE: configure a workflow so that it waits until a specific time

Posted By Robert Wakefield-Carl 01-15-2026 01:23
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
We developed a Cloud Function in Genesys that takes an integer and waits that amount of time. Of course, that is limited to 15 seconds each call. Using a workflow, you can set a variable for a set time x minutes in the future of NOW and then have a loop that checks that every few seconds (15) if you ...

RE: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Posted By Robert Wakefield-Carl 01-15-2026 01:19
Found In Egroup: Genesys Cloud - Main \ view thread
The most exciting and favorite: Guides and the eagerly awaited Guides v2 How many companies can say that they have developed product just 6 months after a concept is conceived. We did not hear about Agent AI before November 2024 in the mainstream, and by May 2025, Genesys has Guides in beta. What an ...

RE: Moving Agent from one Management Unit to Another

Posted By Robert Wakefield-Carl 01-09-2026 01:25
Found In Egroup: Workforce Engagement Management \ view thread
Unfortunately, there is not. You will loose historical data for Forecasting and scheduling for that user including adherence and the like, but their call stats and all other information under Agent Performance will not be lost ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director ...

RE: Using Genesys Cloud In Citrix VDI

Posted By Robert Wakefield-Carl 01-05-2026 11:28
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for the detail. Have you been able to test Citrix BCR with a thin client - like a Dell or Wyse terminal? ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https://RobertWC.Blogspot.com ...