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Robert Wakefield-Carl

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RE: Sending calls to another ORG

Posted By Robert Wakefield-Carl 06-05-2026 01:11
Found In Egroup: Genesys Cloud - Main \ view thread
Martin is right. The External Transfer from Architect is the best, but you could use a dial plan so anytime that number is dialed, it will go out the SIP trunk to the other system. That would mean changing all the dial plans in all the sites. What I usually do to have it show up in a transfer list ...

RE: Sierra AI Integration with Genesys Cloud Digital Bot Connector

Posted By Robert Wakefield-Carl 06-04-2026 11:57
Found In Egroup: Genesys Cloud - Main \ view thread
Here is the main resource for the Bot Connector: https://developer.genesys.cloud/commdigital/textbots/botconnector-customer-api-spec You will need to understand the definition in the Integration for the Advanced tab. Should be something like this: ( "chatBots": [ ( "id": "498a728b-6f81-4351-8 ...

RE: Sierra AI Integration with Genesys Cloud Digital Bot Connector

Posted By Robert Wakefield-Carl 06-04-2026 10:27
Found In Egroup: Genesys Cloud - Main \ view thread
The Bot Connector is definitely the way to go. You set up a web service to be a middleman between Genesys and Sierra.ai. It receives from each and passes on to the other. The integration points to this web service and allows you to define what type of elements the connector supports, like quick replies ...

RE: Looking for feedback! Manual Rewards Redemption in Gamification

Posted By Robert Wakefield-Carl 06-04-2026 01:05
Found In Egroup: Workforce Engagement Management \ view thread
You need to allow pictures for the awards like the prizes already in there. Also, there should be award points for Recognition where supervisors can provide reward points along with the recognition. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects ...

RE: How do you ensure a good start to the day?

Posted By Robert Wakefield-Carl 06-04-2026 01:01
Found In Egroup: Genesys Casual \ view thread
I always start my day at least an hour before my first meeting, walking around the quiet neighborhood, listening to my daily devotion and a prayer to God for giving me another beautiful day. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Rob ...

RE: Flow build frustrations

Posted By Robert Wakefield-Carl 06-04-2026 00:59
Found In Egroup: Genesys Casual \ view thread
From day 1, the most frustrating and annoying "feature" is that EVERY variable starts in Literal Mode and you start typing your variable names only to realize that you forgot to change them all to Expression Mode. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation ...

RE: Caller ID

Posted By Robert Wakefield-Carl 06-03-2026 11:44
Found In Egroup: Genesys Cloud - Main \ view thread
You need to implement Direct Routing. https://help.genesys.cloud/articles/direct-routing-overview/. This allows agents to have their own DID, but all DID's flow through an Architect Flow. They can dial out of a Direct Routing queue that will use their own DID or out of other queues for the Queue DID. ...

RE: June Question of the Month - If you could instantly become an expert in any skill, what would it be?

Posted By Robert Wakefield-Carl 06-02-2026 14:07
Found In Egroup: Genesys Casual \ view thread
I find becoming an expert in technology of any kind very simple. What I really need is miraculous powers in understanding and supporting my wife in a loving way to help us develop a stronger relationship. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects ...

Screen Monitoring Beta

Posted By Robert Wakefield-Carl 05-28-2026 12:18
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Does anyone know how to sign up for the new screen monitoring beta? #BetaUpdate ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https://RobertWC.Blogspot.com ------------------------------

RE: Ask the Expert: LAM Powered Agentic Virtual Agents

Posted By Robert Wakefield-Carl 05-26-2026 23:39
Found In Egroup: Certification and Training \ view thread
Complex AVAs are completely possible, but I would start out small, get to know how prompts affect AVA responses, try to break it so you know what guardrails to put into place, and test ending context and escalation mechanisms. That way when you do incrrease complexity, you can better understand what ...

RE: Ask the Expert: LAM Powered Agentic Virtual Agents

Posted By Robert Wakefield-Carl 05-25-2026 11:59
Found In Egroup: Certification and Training \ view thread
First, remember that this product has been released for less than 2 months. Second, NO other companies offer the same level of technology, ease of use, and production speed that AVA offers. Sure, you can find tools out there that do what AVA does if you are willing to spend the time integrating them ...

RE: Outboud campaign contacts End Detection and Broadcast Notification to Agents

Posted By Robert Wakefield-Carl 05-24-2026 14:05
Found In Egroup: Genesys Cloud - Main \ view thread
You could use the Automation Trigger for campaign progress to look for campaign stop or for number of contacts then run a workflow. A data action could use the alert API to send out the information. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects ...

RE: What is your favorite food?

Posted By Robert Wakefield-Carl 05-24-2026 07:52
Found In Egroup: Welcome Community \ view thread
Mine is called in Chinese Tzo Do Fu or Stinky Tofu. If you have not tasted or smelled it, I suggest it once in your life: Stinky tofu - Wikipedia ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com ...

RE: WFM - Staffing groups

Posted By Robert Wakefield-Carl 05-23-2026 20:54
Found In Egroup: Workforce Engagement Management \ view thread
I very much like the idea of Staffing Groups. Initially, it was just for time off plans, but now with Staffing Requirements, Activity Plans, and Capacity Plans, they are becoming much more useful for granular and cross-MU segmentation of your agents. What I would REALLY like to see is a filter for Intraday ...

RE: Has anyone integrated Genesys Cloud with Salesforce Agentforce Voice Bot via SIP Trunking?

Posted By Robert Wakefield-Carl 05-20-2026 12:00
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
With the complications of getting calls to and from Salesforce and the lack of escalation information with context, It will be a challenge. With a price of $2 per conversation and upwards of $125 per user per month for the agent assist portion, it is VERY expensive proposition. ------------------------------ ...

RE: New Feature Release: Opportunities - Offer and manage additional work with Opportunities

Posted By Robert Wakefield-Carl 05-20-2026 01:27
Found In Egroup: Workforce Engagement Management \ view thread
Great, long-awaited feature. A few questions: Will this reference work plan constraints? Can you limit the number of slots an agent can take? Can you only offer to agents with a particular skill? What reporting aside from the Approve/Deny screen is there? Are schedules republished when they are ...

RE: Favorite movie of all time?

Posted By Robert Wakefield-Carl 05-19-2026 16:48
Found In Egroup: Genesys Casual \ view thread
Mine will be an outlier. Enemy Mine. A great story of enemies overcoming bias to become friends and the age-old story of sacrifice and saving grace. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com ...

RE: Ask the Expert: LAM Powered Agentic Virtual Agents

Posted By Robert Wakefield-Carl 05-19-2026 13:03
Found In Egroup: Certification and Training \ view thread
For the escalation, best is to exit the AVA into the Bot Flow with a variable that will let the Bot Flow to follow the transfer to ACD path. I would word it like this: Say "Sorry-I'm not able to help with that right now. I've tried to clarify twice but still don't have enough information. I'm going to ...

RE: Ask the Expert: LAM Powered Agentic Virtual Agents

Posted By Robert Wakefield-Carl 05-19-2026 10:11
Found In Egroup: Certification and Training \ view thread
One thing Bob left out that is of utmost importance is the discussion of costs. With Genesys, the billing ID is assigned to the highest use for a session, no matter what the time. So, if you start with a bot, you get billed at 17 min per token, billed in 15-second increments. If you add Virtual Agent, ...

RE: Ask the Expert: LAM Powered Agentic Virtual Agents

Posted By Robert Wakefield-Carl 05-19-2026 09:53
Found In Egroup: Certification and Training \ view thread
On your first prompt, try reversing the language. Have it let the caller know they need to escalate to an agent, then tell the AVA to run the function and exit the agent with escalation. For the second, did you enable the Wait Experience? That might conflict with that guideline. ------------------------------ ...