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Genesys G Summit - Wellington

Posted By Paulo Mesquita do not use 08-05-2022 00:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, Genesys G summit in Wellington was fantastic. Thank you Genesys for such a great event. #ConversationalAI(Bots,AgentAssist,etc.) #DigitalChannels #Integrations #Outbound #Roadmap/NewFeatures

Roadmap session - Jul 2022

Posted By Paulo Mesquita do not use 07-26-2022 17:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Genesys, A couple of people missed the roadmap session last week. Is there a link somewhere to watch it or download the slides? Thanks Paulo #Roadmap/NewFeatures

RE: PDF files on Web Messaging

Posted By Paulo Mesquita do not use 07-26-2022 17:32
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Angelo, The idea is to add support to files such as DOC and PDF or Genesys web messaging will work with "Supported Content Profiles" to allow the file types inbound/outbound?

PDF files on Web Messaging

Posted By Paulo Mesquita do not use 07-26-2022 07:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, Does anyone know when it will be possible to send/receive PDF files via Genesys Web Messaging? #DigitalChannels

RE: Email Routing

Posted By Paulo Mesquita do not use 07-09-2022 04:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mulla, This will be possible in the future when agentless email becomes available. https://help.mypurecloud.com/articles/agentless-email-notifications/ What you can do at the moment is transfer the call to another flow/queue if there are no agents available.

RE: Genesys Cloud Voice | Poor call quality on external transfers from the IVR...

Posted By Paulo Mesquita do not use 07-09-2022 04:38
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Brian, When you say that a transfer from your IVR to a mobile phone also has quality issues, it makes me think that the problem could be your Genesys Cloud Voice provider. The MOS score is not a good reference to investigate this issue. You have to coordinate a test call with the party company ...

RE: API usage report showing "partner" stats?

Posted By Paulo Mesquita do not use 07-09-2022 03:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vaun, I have the same problem. Sometimes I see my OAuth clients listed in the customer environment. The same thing is happening to my saved views. I can see all of them when I open the workspace in a paired org.

RE: Automated Kernel Update - Edges

Posted By Paulo Mesquita do not use 07-09-2022 02:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Kasey, I haven't seen any formal communication about a kernel update in the release notes: https://help.mypurecloud.com/media-tier-release-notes/ It seems this is not available yet.

RE: Screen Recording

Posted By Paulo Mesquita do not use 07-09-2022 02:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vaun, The enhancements you described were mentioned in the last roadmap session: Screen Recording for Browser Based Users A new installable will be delivered to allow administrators to configure Screen Recording for users who are not using the Genesys Cloud Client In subsequent ...

RE: Genesys Cloud Supervisor on Ipad.

Posted By Paulo Mesquita do not use 07-08-2022 23:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Christopher, I am running the latest version. Now, my local list shows all the queues regardless of the division. However, if I try to open a user dashboard the local list is still limited to 10 users. So, I have to search and select users one by one.

RE: Block outgoing calls for some users in Purecloud ?

Posted By Paulo Mesquita do not use 07-08-2022 23:10
Found In Egroup: Genesys Cloud - Main \ view thread
The idea is still there and there is a new URL for it: https://genesyscloud.ideas.aha.io/ideas/UCC-I-145 It is tagged as "Currently not planned".

RE: Priority between Scheduled callbacks and outbound calls campaign

Posted By Paulo Mesquita do not use 07-02-2022 01:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jeremy, How often do you update/recycle your campaign list? If the customer did not request the call back for a particular date/time, you could update your campaign list and make a new attempt the next day.

RE: Genesys Cloud Supervisor on Ipad.

Posted By Paulo Mesquita do not use 07-02-2022 00:45
Found In Egroup: Genesys Cloud - Main \ view thread
I have the same problem. Every time you open the app you have to manually search for the queues that are not visible in your "Local List". There is a "Recent List" option, but when I close/reopen the app it does not show any of the queues selected in the previous session.

RE: About Create "/api/v2/architect/ivrs" and Put "/api/v2/architect/ivrs/(ivrId)" API

Posted By Paulo Mesquita do not use 06-27-2022 05:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I am not sure if there is public documentation for this. You can add up to 100 numbers at a time. If you need to add more than that, your request has to follow this format: [Current DDI list] + [New DDIs] I.e. For 458 numbers: 1st: 0 + [100] 2nd: 100 + [100] 3rd: 200 + [100] ...

RE: About Create "/api/v2/architect/ivrs" and Put "/api/v2/architect/ivrs/(ivrId)" API

Posted By Paulo Mesquita do not use 06-22-2022 06:27
Found In Egroup: Genesys Cloud - Main \ view thread
You can only add 100 numbers at a time. The limitation is the total of NEW numbers you have in the payload. After associating the first 100 DDIs, you can run the request a second time and include all the numbers (160) to upsert data.

RE: Can't login to Genesys

Posted By Paulo Mesquita do not use 06-22-2022 03:56
Found In Egroup: Genesys Cloud - Main \ view thread
Sometimes I also get this same message. Then it works again when I clear the cache.

RE: Number of connected agents in all organization

Posted By Paulo Mesquita do not use 06-21-2022 06:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mostafa, Would you mind to share what is your plan once you get this data action working?

RE: Confluence

Posted By Paulo Mesquita do not use 06-21-2022 05:37
Found In Egroup: Genesys Cloud - Main \ view thread
The security concern is probably related to the vulnerability announced at the beginning of this month that impacted non-cloud versions of Confluence: https://confluence.atlassian.com/doc/confluence-security-advisory-2022-06-02-1130377146.html#:~:text=The%20OGNL%20injection%20vulnerability%20allo ...

RE: how to get all conversations cumulated by a certain country (ani begins with certain country code)

Posted By Paulo Mesquita do not use 06-17-2022 08:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tobias, You will have to export the historical data and customise a report using excel or powerbi. There are a couple of options moving forward. You probably don't want to create individual queues for each country. So, you can tweak the call flow to identify the origin country and add this ...

RE: API Usage View of Purecloud DataAction issue

Posted By Paulo Mesquita do not use 06-17-2022 08:06
Found In Egroup: Genesys Cloud - Main \ view thread
Has anyone reported issues when trying to schedule callbacks? Do you think the data action could be taking a failure path multiple times within a loop?