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Mr. Greg Beal

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Can Dialog Engine recognize a telephone number?

Posted By Greg Beal 08-16-2021 16:26
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone have an example of a bot they built where they prompt the caller for a telephone number? I'm trying to build an after hours call flow that will prompt the caller for information and update a contact list with a record from the data collected by the bot. Got it all working when I pass ...

RE: Accessibility Software

Posted By Greg Beal 06-18-2021 16:15
Found In Egroup: Genesys Cloud - Main \ view thread
Will, We might be interested in your custom UI. We have an agent who is visually impaired and needs something like this. Are you selling this solution? Greg Beal ------------------------------ Greg Beal ------------------------------

RE: Recall the numbers blocked by the timezone

Posted By Greg Beal 05-18-2021 18:29
Found In Egroup: Genesys Cloud - Main \ view thread
Brent, Have you tried anything Sean proposed? I'm wrestling with same issue. ------------------------------ Greg Beal ------------------------------

Change Dashboard Owner

Posted By Greg Beal 05-14-2021 08:09
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way to change the Dashboard owner? I've created different dashboards for our supervisors. I'd like them to maintain them now, is there a way to make them owners? Another note, it looks like as (terminated) agent user accounts are deactivated from GC, they continue to appear in a dashboard, ...

RE: Quality Assurance Productivity Report missing

Posted By Greg Beal 04-05-2021 10:21
Found In Egroup: Genesys Cloud - Main \ view thread
Maisey, It appears that no one can remember if this custom report was built for us or not. I assume somehow it was. Where do custom reports appear? Where are the templates stored and how might I retrieve it? Thanks. ------------------------------ Greg Beal ------------------------------

Quality Assurance Productivity Report missing

Posted By Greg Beal 03-31-2021 11:38
Found In Egroup: Genesys Cloud - Main \ view thread
Our QA Manager says she can no longer find this Quality Assurance Productivity Report in Genesys Cloud Reports. I can't find it. Has this been deprecated or removed somehow? #Reporting/Analytics ------------------------------ Greg Beal ------------------------------

Voicemail Notifications in HIPAA Compliant ORG

Posted By Greg Beal 03-16-2021 16:43
Found In Egroup: Genesys Cloud - Main \ view thread
Is there any way to make Voicemail notifications with the attached .wav file recording work for a HIPAA compliant ORG? We are HIPAA compliant because we deal with health insurance. But we've got a couple business units that would like to have those notifications with the attached recording. Is there ...

Faster MS Dynamics data action?

Posted By Greg Beal 03-11-2021 14:40
Found In Egroup: Genesys Cloud - Main \ view thread
Anyone got any advice on how to improve the speed of this data action? We are using a data action with the integration named "Web Services Data Action for Azure State Service" that was installed in 2018 before I got here. We use this data action to Create Leads in MS Dynamics as callers call into ...

ACD Routing Scoring on Interactions Reporting or Views and managing skills

Posted By Greg Beal 02-20-2021 10:16
Found In Egroup: Genesys Cloud - Main \ view thread
Is there a way to see the ACD Routing Score on an individual interaction? Also, how is best way to identify skills availability at a specific time an interaction started or was handled? We have requirements that agents be licensed is specific US states and assign them their state skills per their ...

RE: Teams Integration via Architect?

Posted By Greg Beal 02-03-2021 17:28
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Mark, So I see where the integration is essentially a Directory/Search function to find and then transfer to Teams users via that SBC connection. I also saw in the "Integrate Microsoft Teams with Genesys Cloud" webinar that the Teams users can transfer to GC users/DIDs. Do you have it working ...

Teams Integration via Architect?

Posted By Greg Beal 02-03-2021 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone know if the Teams integration will allow me in Architect to transfer a a call to a Teams user? The Resource Center seems to only indicate that Teams users show up Directory Search or Transfer Windows. I'd like to create an Architect flow with Menu Options that might transfer a call to ...

RE: Queue ID

Posted By Greg Beal 08-12-2020 08:25
Found In Egroup: Genesys Cloud - Main \ view thread
Michael, Did you know you have access to object properties when working with variables in Architect? In the attached image is an example of where I access the property of variable I created earlier for working with the queue. ------------------------------ Greg Beal Deloitte Global Services ...

RE: Disable Call Forwarding

Posted By Greg Beal 06-19-2020 08:39
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks James, You know, I knew that permission was there. And I removed it from this customer's custom roles I had created from copies of the default roles. I eventually found that the specific customer who reported she still had Call Forwarding available was also in the Master Admin role (and so was ...

Disable Call Forwarding

Posted By Greg Beal 06-18-2020 14:02
Found In Egroup: Genesys Cloud - Main \ view thread
Can we as Genesys Cloud admin disable call forwarding for browser or Desktop app users (not embedded clients)? We don't want users to be able to do any kind of call forwarding. I can't see how to do it. #Telephony ------------------------------ Greg Beal ConvergeOne, Inc. -------------------- ...

RE: External Contacts

Posted By Greg Beal 05-19-2020 09:15
Found In Egroup: Genesys Cloud - Main \ view thread
Lucie, You said you would not recommend the External Contacts for transfers to internal flows. Why not? Is there a potential problem there? We have several instances where customers want to have an agent be able to transfer to a different flow where a different skill, priority or queue can be assigned. ...

RE: Is ZTP enabled on Polycom VVX via web interface?

Posted By Greg Beal 04-20-2020 22:04
Found In Egroup: Genesys Cloud - Main \ view thread
Daniel, I had the customer on site confirm that the Polycom phones have the ZTP service enabled. Its a bit frustrating that you can see the ZTP service settings on the physical phone interface menus, but nothing at all in the web interface to the phones. But anyways... I do have the phone Base Settings ...

Is ZTP enabled on Polycom VVX via web interface?

Posted By Greg Beal 04-20-2020 12:05
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone know if you can determine if a Polycom VVX is enabled for Zero Touch Provisioning (ZTP) via the web interface of the phone? I'm trying to work with a customer to get some Polycom VVX 311 and 501 phones provisioned to their PureCloud BYOC local Edges. The phones are booting up and getting ...

RE: Salesforce org migration

Posted By Greg Beal 03-27-2020 11:04
Found In Egroup: Genesys Cloud - Main \ view thread
Robert, I think you might be confusing this with PureConnect. Your responses regarding "structured parameters" and "handlers" point to PureConnect rather than PureCloud. When I look though the PureCloud Salesforce Integration configuration, the only thing I see that might drive what Salesforce Org ...

RE: Is it possible to transfer a call back into the queue but with a different skill

Posted By Greg Beal 03-18-2020 08:26
Found In Egroup: Genesys Cloud - Main \ view thread
Chris, Your first option would be best in my opinion. If we could just have an option in the Transfer window in the PureCloud client (browser, Desktop App, and embedded client) that would list the flows, along with the existing Users, External Contacts, and Queues. Go ahead and call it "Flows", something ...

RE: Is it possible to transfer a call back into the queue but with a different skill

Posted By Greg Beal 03-17-2020 14:58
Found In Egroup: Genesys Cloud - Main \ view thread
Vince, This product idea has been accepted, https://purecloud.ideas.aha.io/ideas/CLDIG-I-202, but I have no idea on when it might be on the roadmap. Does anyone from Genesys have any information? ------------------------------ Greg Beal ConvergeOne ------------------------------