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Mr. Neil Jones

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RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 04-01-2026 05:36
Found In Egroup: Genesys Cloud - Main \ view thread
Cheers guys. We are rolling back on a few users also and monitoring the results. Wonder if we'll see a new app version to rectify the issue ? Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 04-01-2026 02:46
Found In Library: Genesys Cloud - Main

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 04-01-2026 02:46
Found In Egroup: Genesys Cloud - Main \ view thread
Morning, Not sure if this helps but we've capture an error yesterday where a call auto disconnected when being placed, and the agent didn't interact with the UI / call. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com -------------------------- ...

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 03-31-2026 05:17
Found In Egroup: Genesys Cloud - Main \ view thread
Same here and would be interested to understand what Genesys come back with. ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 03-31-2026 02:37
Found In Egroup: Genesys Cloud - Main \ view thread
Morning, We are seeing similar but with use via the Genesys / Salesforce embedded app. Other desktop app users have reported issues with answering calls via lowering the boom after this update has been deployed, and I've noticed on the release notes (attached) that there's been updates to the Jabra ...

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 03-31-2026 02:37
Found In Library: Genesys Cloud - Main

RE: Jabra Headsets with Genesys desktop App

Posted By Neil Jones 03-30-2026 08:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Just checking. When you say odd behaviour does that include the function for answering calls by lowering the boom ? I ask as we've updated recently and are experiencing issues. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------- ...

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 02-02-2026 02:53
Found In Egroup: Workforce Engagement Management \ view thread
Super, thank you. ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 01-29-2026 23:21
Found In Egroup: Workforce Engagement Management \ view thread
Thank you Hari for taking the time to produce this guide - very useful. Have one question... in your survey inbound message flow, where you depict sending a response after the successful data action call. What response message string was use to create a hyper-link, as I used a digit bot to perform ...

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 01-23-2026 05:58
Found In Egroup: Workforce Engagement Management \ view thread
Yes, I've just come across this: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027 Our digital bots do have self service options so would work for those scenarios. Hopefully this does come with next weeks release. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk ...

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 01-23-2026 05:44
Found In Egroup: Workforce Engagement Management \ view thread
Indeed. Understand it's early days, but I've built a quick journey using a data action to call the API and then insert the URL to the chat - works as expected. What's not clear is the comment from Genesys (highlighted below) how we interject the survey URL when a chat has completed (post agent), as ...

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 01-22-2026 23:33
Found In Egroup: Workforce Engagement Management \ view thread
Hi Richard, Received the attached yesterday with the a link to the API endpoint of: post/api/v2/quality/surveys - Create a survey for a conversation. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Documentation for Survey API Release 19th January

Posted By Neil Jones 01-22-2026 23:32
Found In Library: Workforce Engagement Management

RE: Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 11-07-2025 03:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tony, Just a quick update... Fix has been deployed to our region (EUW2 - London) and external contact transfers are now working as expected. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 11-06-2025 23:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tony, Received notification that the Genesys dev team are working on a fix - no ETA advised though, but I'll be chasing weekly. Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

RE: Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 10-31-2025 00:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tony, Was escalated to Genesys Support yesterday by our partner - no response as yet, but I can update this thread on progress... Not sure if you are aware, but if like us, you use 'external contacts' to transfer to different internal departments (has a assigned DiD / architect flow) you ...

RE: Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 10-30-2025 08:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Debora, and thanks for your quick response. Those were my next port of call, and after capturing I see the same error as you. I've shared with our Genesys partner for support escalation. Transferring to external contacts in the way did work prior to the new navigational UI being released. ...

RE: Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 10-30-2025 07:33
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ashiesh, I have all the required permissions for transferring - see screen shot below according to Genesys RC, but sadly it doesn't work. I can however use the name of the flow that the assigned DiD for a external contact uses to transfer. I don't believe it to be a permissions issue from what ...

Transfers (Blind or Consult) to External Contact via 'Calls' UI

Posted By Neil Jones 10-30-2025 01:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Following the new navigation UI deployment we are having issues transferring to external contacts. The 'calls' UI allows you to search (by name) and then select the corresponding external contact, but when it comes to selecting either the blind or consult buttons nothing happens. When performing ...

RE: Nested 'if' Statement

Posted By Neil Jones 10-22-2025 03:50
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks you. Believe this is now correct... If(Flow.bcpEmergencyGroupStatus=="false", If(Flow.chosenLanguage==Task.promptLanguageD, ToAudioTTS(Task.callbackOffer), If(Flow.chosenLanguage==Task.promptLanguageL1, ToAudioTTS(Task.callbackOfferL1), If(Flow.chosenLanguage==Task.promptLanguageL2, ...