Profile

Jun Li

Contact Details

My Content

1 to 12 of 12 total

RE: PureCloud incoming calls abondoned

Posted By Jun Li 05-09-2019 16:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Savi, Thanks for posting this. It's interesting that we may have the same problem. We had a data action working fine until 11 am (EDT) on May 6. Somehow that data action was linked to use a "inactive" integration config. Therefore it stopped working. And the previous config was gone for unknown ...

RE: Limit concurrent interactions to be just one?

Posted By Jun Li 01-30-2019 07:44
Found In Egroup: Genesys Cloud - Main \ view thread
HI Don, Yes, we have cleared out the "Can be interrupted by" setting for "Voice". We expect that "Voice" can't be interrupted by any other media. Regards, Jun ------------------------------ Jun Li Ontario Teacher's Pension Plan ------------------------------

Limit concurrent interactions to be just one?

Posted By Jun Li 01-21-2019 09:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, Is there a way in PureCloud to limit the number of interactions to be only 1 (inbound, outbound, email, chat, ACD and non-ACD all considered)? We've configured under "Contact Center - Utilization" and "Outbound Dialing - Outbound Settings" but it still allows multiple interactions at the ...

RE: Daylight Saving Time impact on schedule group

Posted By Jun Li 11-09-2018 15:59
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks George, case 0002402623 has been opened. ------------------------------ Jun Li Ontario Teacher's Pension Plan ------------------------------

RE: Daylight Saving Time impact on schedule group

Posted By Jun Li 11-09-2018 11:08
Found In Egroup: Genesys Cloud - Main \ view thread
Robert, thanks for your advice. We were hoping to leverage PureCloud out of box as much as possible, to minimize the efforts to develop and maintain any in-house applications, although we have to have one for the wrap up window. ------------------------------ Jun Li Ontario Teacher's Pension Plan ...

RE: Daylight Saving Time impact on schedule group

Posted By Jun Li 11-09-2018 11:02
Found In Egroup: Genesys Cloud - Main \ view thread
George, that's what I thought so too, until I noticed that our time zone was changed to America/Caracas (-4) after Nov 4, 2018. We also found that our office open hours was shifted 1 hour early. We are planning our launch, along with all of the procedures. It looks like we need to include DST in the ...

RE: Daylight Saving Time impact on schedule group

Posted By Jun Li 11-09-2018 09:58
Found In Egroup: Genesys Cloud - Main \ view thread
Jerod, appreciate your information. That's my concern too. We are in Toronto, which is the same time zone as New York. I don't remember which city we chose before Nov 4, 2018. But it's definitely UTC -4. But on Nov 5, we noticed that the time zone became America/Caracas (-4). We had to manually change ...

Daylight Saving Time impact on schedule group

Posted By Jun Li 11-07-2018 14:08
Found In Egroup: Genesys Cloud - Main \ view thread
We have set up our schedule group with New York time zone, which is UTC -5 right now. What will happen on March 11 2019, when we are going to change the time in Canada? Is it going to be UTC-4 automatically? or is it going to remain UTC-5? #PlatformAdministration #Reporting/Analytics #Routing(ACD/IVR) ...

RE: Customize/Disable/Hide WrapUp panel?

Posted By Jun Li 09-28-2018 10:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Sajid, no, I didn't get it disabled. For now, I have to live with that panel. I'll try it in developer forum. Thanks, Jun ------------------------------ Jun Li Ontario Teacher's Pension Plan ------------------------------

RE: What will our customers hear if PureCloud is down?

Posted By Jun Li 08-13-2018 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the information and links. ------------------------------ Jun Li Ontario Teacher's Pension Plan ------------------------------

What will our customers hear if PureCloud is down?

Posted By Jun Li 08-10-2018 11:01
Found In Egroup: Genesys Cloud - Main \ view thread
We are on PureCloud. We have edge devices on premise. When PureCloud is down, I'd assume that the flows or the prompts are not available any more. What will our callers hear? Thanks, ------------------------------ Jun Li Ontario Teacher's Pension Plan ------------------------------

Customize/Disable/Hide WrapUp panel?

Posted By Jun Li 08-08-2018 17:05
Found In Egroup: Genesys Cloud - Main \ view thread
I build a custom wrap up window for the agents to fill in some mandatory information before they finish the conversation. I am using screen pop right now, which embeds the custom window in PureCloud UI very smoothly. However, the PureCloud wrap up panel is still present and it allows agents to bypass ...