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Peter Leong

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RE: Agent cannot receive queue call

Posted By Peter Leong 04-14-2020 03:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Lucero, sorry, just back from holiday and may be cannot help you, i checked my record, this case was so lucky resolved automatically and should be not related to stuck interaction (because i have another stuck interaction experience, it didn't like that). from my purecloud support conversation, ...

RE: Agent cannot send our email

Posted By Peter Leong 12-18-2019 02:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Glenn, just got another update today, they checked the "reply all" button disappear may due to permission problem, they created a role to contain those permissions and ask me to assign to the affect user. now i am waiting my customer's reply. those 3 permissions are: Conversation>email>forward ...

RE: Agent cannot send our email

Posted By Peter Leong 12-16-2019 21:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Glenn, just got the update last night that they cannot re-produce the issue. However, it is good for putting our case together, our ticket number is Case #0002660072. ------------------------------ Peter Leong ITApps Limited ------------------------------

RE: Agent cannot send our email

Posted By Peter Leong 12-16-2019 02:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Glenn, same here, no fix yet too. they still no progress update to me about the case after provide console log and network log from Chrome. Luckily, the issue seems not happened. our end user would use their outlook to reply to their customer if there is a problem. ------------------------------ ...

RE: Agent cannot send our email

Posted By Peter Leong 11-28-2019 02:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul, No, it is not. PureCloud support still not able to provide a update to me. Hi @glenn leidecker​, your issue got fixed or not yet? ------------------------------ Peter Leong ITApps Limited ------------------------------

RE: Agent cannot send our email

Posted By Peter Leong 11-19-2019 04:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Glenn, thanks for you information, for us all of our email queue are from external, queue settings are the same, and they are all forwarded by same email server, just don't know why it just happened on 1 email queue only. I am also suspected if it is related to recent update as it is related to ...

RE: Agent cannot send our email

Posted By Peter Leong 11-19-2019 04:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Gleen, Luckily the issue seems resumed automatically today, new incoming emails are able to reply now. but those mail which received on affected period are still not able to sent yet, some of the email doesn't have reply button showing. the issue just happened on 1 out 5 email queue, others email ...

Agent cannot send our email

Posted By Peter Leong 11-17-2019 23:26
Found In Egroup: Genesys Cloud - Main \ view thread
Dear all, one of our Agent cannot reply customer's email, and showing "Unable to send email, Request was formatted incorrectly" error. Already raised support ticket and still waiting for the reply. Regards, Peter Leong #Omni-ChannelDesktop/UserInterface #Unsure/Other ------------------------------ ...

Agent cannot receive queue call

Posted By Peter Leong 09-13-2019 02:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, we have an issue about 1 agent cannot receive queue call. this agent skill has highest priority and all the queue call will be distributed to her first. however, since few days ago, she didn't have queue call alert, but other lower skill priority agent can. - checked the agent status in ...

agents has no queue call distributed

Posted By Peter Leong 12-11-2018 23:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, does anyone has problem that some agents has no queue call distributed. after checked, it should be those agents marked as interacting, but actually it is not. i checked in the Queue Activity, it classified those agents in Interacting, but their actually status is not interacting or even offline. ...

RE: HTML Email Editor

Posted By Peter Leong 07-12-2018 21:38
Found In Egroup: Genesys Cloud - Main \ view thread
today, i tested using SHIFT+ENTER, it make a CR and the line spacing back to normal. ------------------------------ Peter Leong ITApps Limited ------------------------------

HTML Email Editor

Posted By Peter Leong 07-12-2018 02:27
Found In Egroup: Genesys Cloud - Main \ view thread
After this week's update, the email editor has upgraded to a HTML email editor. however, i found when we press "Enter" it would make a new paragraph and the line spacing is too large. i am not sure if anyone have other way to make "CR" after pressing "Enter". ------------------------------ Peter ...