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Angelia Harper

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Stop Screen Rec when No Voice Rec is enabled

Posted By Angelia Harper 03-18-2021 07:44
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone know if there is a way to STOP the Screen Recording if the Enable Participant Recording is NOT set in the call flow? #QualityManagement ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

Queue Activity View Second Interaction Type Idle Time

Posted By Angelia Harper 03-12-2021 10:08
Found In Egroup: Genesys Cloud - Main \ view thread
We have noticed that when you have more than one type of Interaction going to the same queue, you can't really track the Idle time of that second interaction type. For instance, if I have emails and voice interactions going to the same queue, and I have set voice can interrupt email, and the agent ...

RE: Roles and Permission Updates

Posted By Angelia Harper 10-30-2020 13:43
Found In Egroup: Genesys Cloud - Main \ view thread
As always, thank you for the fast reply, @George Ganahl!!​​ ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

Roles and Permission Updates

Posted By Angelia Harper 10-30-2020 12:42
Found In Egroup: Genesys Cloud - Main \ view thread
The question is around Roles and Permissions and the updating of the Roles/Permissions when Genesys pushes out updates. According to the Resource Center article, https://help.mypurecloud.com/articles/about-roles-permissions/ (Snip below), updates are periodically pushed out, however, it seems like even ...

Transfer to Group from Call

Posted By Angelia Harper 10-23-2020 10:44
Found In Egroup: Genesys Cloud - Main \ view thread
I am probably completely overlooking this (been a LOOOONG week), but have we NEVER been able to transfer to a group that has calling enabled from an active call? We are only seeing Users, External Contacts and Queues. #Omni-ChannelDesktop/UserInterface ------------------------------ Angelia Harper ...

Agent Scheduled Callback Priority

Posted By Angelia Harper 08-24-2020 21:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @George Ganahl, quick question. Short of adding a data action to a script to allow an agent to schedule a callback with a priority assigned to it, is there a way to force the existing calls already established priority to the calls default agent scheduled callback option? Hope that makes sense. ...

Transferred Emails and Wrap Codes

Posted By Angelia Harper 08-10-2020 11:03
Found In Egroup: Genesys Cloud - Main \ view thread
I am getting ready to do some testing around this, but was curious if anyone else has seen this behavior. If an email interaction is routed to one queue, then transferred out to another, the interaction seems to keep the first queues Wrap Codes. Has anyone else noticed this? #Routing(ACD/IVR) -- ...

RE: Agent not getting interactions in assigned queue

Posted By Angelia Harper 07-28-2020 08:56
Found In Egroup: Genesys Cloud - Main \ view thread
Check that he has not deactivated himself from the queues. ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

RE: Default Media Type on Views

Posted By Angelia Harper 07-06-2020 08:14
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you!! ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

RE: Default Media Type on Views

Posted By Angelia Harper 06-30-2020 10:24
Found In Egroup: Genesys Cloud - Main \ view thread
Apparently it is supposed to maintain the last thing you selected, however, if you click on the Performance tab it will wipe out what was last selected on the Activity tab. I am working with support on this. ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------- ...

Default Media Type on Views

Posted By Angelia Harper 06-27-2020 09:21
Found In Egroup: Genesys Cloud - Main \ view thread
Question on the views. I know that in the beginning of PureCloud Land these other Media types were really not a thing, so I am assuming that is the reason the Default Views, when you open them are defaulted to the View of Voice only. Does anyone have a trick or know of a way to default the views to ALL ...

RE: System Updates Question Voice Platform

Posted By Angelia Harper 06-22-2020 13:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, I am still very confused on this. The site the Edges are assigned to are the PCV site, and the other configured sites are just referencing the PCV site, so that means that the other configured sites update schedules are not looked at, right? But we can't configure an update time on the PCV ...

System Updates Question Voice Platform

Posted By Angelia Harper 06-18-2020 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
Question on updates and Sites - Customer has 10 sites, the edges are associated with the PureCloud Voice-AWS site that we can not modify. Our question here is do we only need to modify the default site for the Automatic Updates because all sites are using the PureCloud Voice-AWS site - which ...

RE: Voicemail to Queue

Posted By Angelia Harper 06-17-2020 19:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks @Melissa Bailey and @George Ganahl, we tested and it does not seem to maintain its place it had. We will be doing some more tests once we have time. ​​ ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

Voicemail to Queue

Posted By Angelia Harper 06-16-2020 11:21
Found In Egroup: Genesys Cloud - Main \ view thread
Quick question, I have always been told that VM behaves the same as a callback when it comes to keeping the callers place in the queue. I can't really find that spelled out anywhere in the Resource Center. Can anyone confirm this. I will be testing, but curious if anyone knows off the top of their head. ...

RE: Data Action Test Works, Fails in Architect

Posted By Angelia Harper 06-11-2020 12:09
Found In Egroup: Genesys Cloud - Main \ view thread
You could set participant data in your flow on each step to see where it is failing.Then grab the conversation ID and look in Developer. If not, support can tell you what step it is failing on. ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

RE: Speech Recognition & Collect Input Action

Posted By Angelia Harper 06-02-2020 15:30
Found In Egroup: Genesys Cloud - Main \ view thread
I have never been able to get speech rec to work on a Collect Input. Unless it has changed recently, which doesn't sound like it, I don't think it is usable like that :( ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

RE: Bulk Recording Extraction.

Posted By Angelia Harper 05-28-2020 14:51
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks @Lesley Vereen, let me rephrase ;) I did not ask that clearly. The client has this set up and the policy does look to be applying to the interactions, but the client is not able to find them in the S3 Bucket. Any idea where it saves to? Does it just pop them in that "folder" in S3?​ ------ ...

RE: Bulk Recording Extraction.

Posted By Angelia Harper 05-28-2020 13:30
Found In Egroup: Genesys Cloud - Main \ view thread
@Cameron Smith do you know the file format that is saved to AWS? I looked all over the Resource Doc and could not find what it would be saving to. ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------

RE: Downgrade Licenses

Posted By Angelia Harper 05-20-2020 10:25
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks George. I will let you know what happens then ;) ------------------------------ Angelia Harper Avtex Solutions, LLC ------------------------------