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Daniel Ondiviela

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RE: Gather customer info in message inbound flow

Posted By Daniel Ondiviela 03-22-2022 07:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the quick reply. That's what exactly my testing concluded (that you can only access first message of the conversation) ------------------------------ Daniel Ondiviela WE ARE MARKETING, S.L.U. ------------------------------

Gather customer info in message inbound flow

Posted By Daniel Ondiviela 03-22-2022 05:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, is there any way to collect info provided by a customer in a message inbound flow? For me, it looks like there is no way to do it and the only alternative is by using bots, but I want to be sure about this. What i'm looking is something like the standard DTMF collect input in inbound call flows, ...

Sharing reports and performance views

Posted By Daniel Ondiviela 10-13-2021 06:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I'd like to know if there's any possibility for sharing performance views (that is, share a view that you have saved with another users so they have not to reconfigure again the view) and reports (it seems every user only sees reports created by himself, but cannot see/run reports created by other ...

Transfer to group & divisions

Posted By Daniel Ondiviela 11-04-2020 10:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I have an inbound call architect flow where I transfer to a group at a certain point of the flow. The flow is in a division called "A" (different from Home division). That transfer to group provokes that this interaction is split into two (the original belonging to division A and another in Home ...

Number of campaign recycles

Posted By Daniel Ondiviela 09-07-2020 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there any way to know through Genesys Cloud UI the number of times that a campaign has been recycled (manual or automatically-system based)? It's a KPI of interest for one of our customers. Thanks #Outbound ------------------------------ Intermundial intermundial LeadClic ---- ...

RE: Problems with campaign callbacks

Posted By Daniel Ondiviela 09-02-2020 07:24
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert, we will proceed that way. I was confused because in my memory the script was the same, but it's not, there are two separate scripts. Regards-- Daniel Ondiviela Abadía Service Cloud Contact Center Technical Consultant LeadClic Solutions Your MultiCloud Innovative Partner 91 116 43 28 ...

Problems with campaign callbacks

Posted By Daniel Ondiviela 09-01-2020 05:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, we have a problem related to campaign callbacks. Agents in this campaign use a script that contains a data action that loads data into an external CRM. We have recently changed the data action, and therefore, the script also. The old data action threw an error when updating records in the external ...

RE: Salesforce related permission

Posted By Daniel Ondiviela 07-13-2020 14:08
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Richard, yes, that should be enough for our scenario.

RE: Salesforce related permission

Posted By Daniel Ondiviela 07-09-2020 16:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Richard, one question. We have one customer with Genesys Cloud and Salesforce, but agents won't access Salesforce, they will use only Genesys Cloud,standalone. Salesforce will be only a repository for contacts to be dialed, and campaigns in Salesforce have to be sync'ed with dialer campaigns in GC, ...

RE: Question about dialer attempts control

Posted By Daniel Ondiviela 05-12-2020 11:16
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert. Definitely I need custom columns in CL to control at least attempts. It's a pity that call rule sets or contact list filters cannot use standard system contact list columns like attempts (Genesys please take note!) ------------------------------ Daniel Ondiviela LeadClic ---- ...

RE: SalesForce integration with Multiple SalesForce Org's

Posted By Daniel Ondiviela 05-08-2020 12:26
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, you are right, I misinterpreted the original scenario. That's the point I wanted to remark --

Question about dialer attempts control

Posted By Daniel Ondiviela 05-08-2020 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, one customer is asking for this behaviour. Dialer should dial some contact max 8 times, and if every attempt was improductive (Busy, No Answer, etc...), set the contact to uncallable. Those 8 times span should be max 3 days, BUT, out of office hours should be ignored. One example: Callable ...

RE: SalesForce integration with Multiple SalesForce Org's

Posted By Daniel Ondiviela 05-08-2020 11:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, As long as you don't use campaign Salesforce - Genesys Cloud integration (where you need 1-1 mapping between SF orgs and Genesys Cloud orgs), you shouldn't have any problem using that architecture for Inbound/Service purposes. ------------------------------ Daniel Ondiviela LeadClic ----- ...

RE: SIP trunk to external PBX in BYOC Cloud architecture

Posted By Daniel Ondiviela 05-07-2020 06:07
Found In Egroup: Genesys Cloud - Main \ view thread
Solved. It was a comms problem. One firewall before Avaya IP Office was blocking inbound SIP invites. Thanks everybody for the suggestions. ------------------------------ Daniel Ondiviela LeadClic ------------------------------

RE: SIP trunk to external PBX in BYOC Cloud architecture

Posted By Daniel Ondiviela 05-06-2020 08:09
Found In Egroup: Genesys Cloud - Main \ view thread
I have tried 3 types of number plan for matching these kind of external PBX calls: -Number list - Digit lenght - Regex Also tried more complicated regex than that in the screenshot. Nothing worked. I also tried dialing first "1206" (avaya extension) and then "sip:1206@xxxxxxx.zzz", ...

RE: SIP trunk to external PBX in BYOC Cloud architecture

Posted By Daniel Ondiviela 05-06-2020 05:24
Found In Egroup: Genesys Cloud - Main \ view thread
Ey Ricardo, so good to "see" you again! Hope you are doing well The simulation of the call put it in the correct trunk. Besides, when I do the real test call to an extension of the external PBX (1206), I see within the trunk config 1 outbound call ------------------------------ Daniel ...

SIP trunk to external PBX in BYOC Cloud architecture

Posted By Daniel Ondiviela 05-05-2020 03:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, theoretically its possible to stablish an external sip trunk to another PBX as long as it's SIP compliant. My Genesys Cloud org is BYOC Cloud based, no edges present. I have configured SIP trunk to IP Office (Avaya) and incoming calls work perfectly (I have configured extensions for that in Genesys ...

RE: Facebook Integration

Posted By Daniel Ondiviela 02-20-2020 10:03
Found In Egroup: Genesys Cloud - Main \ view thread
It worked, superb! Thanks a lot! ------------------------------ Daniel Ondiviela LeadClic ------------------------------

Facebook Integration

Posted By Daniel Ondiviela 02-19-2020 05:46
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I'm trying to make the integration between Facebook messenger and my Genesys cloud dev org. I have followed the steps described here (although Facebook's part to request permissions is a torture): https://help.mypurecloud.com/articles/create-a-facebook-app-for-purecloud/ https://help. ...

RE: User session timeout

Posted By Daniel Ondiviela 01-09-2020 14:21
Found In Egroup: Genesys Cloud - Main \ view thread
So that feature will be implemented soon in the platform you say? In that case, it's not worthy to make customizations, but thanks for the alternative A customer is asking this to minimize the impact of long term inactive users to concurrent license count