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Mr. Sven Schiller

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RE: Blocking prank calls

Posted By Sven Schiller 06-29-2022 08:25
Found In Egroup: Genesys Cloud - Main \ view thread
Our carrier sends an ANI that contains sip:number@ip-address. Here's a more generic expression to match E.164 formatted numbers that are stored in a data table. It returns the E.164 formatted number from Call.ANI or Anonymous, if unavailable: If(IsNotSetOrEmpty(Call.Ani),"Anonymous", If(ToPhon ...

RE: Agent's getting forced to "Not Responding"

Posted By Sven Schiller 05-09-2022 15:12
Found In Egroup: Genesys Cloud - Main \ view thread
We are using persistent connections for our agents and are seeing this occasionally (once or twice a week), too. The issue seems quite sporadic and is usually fixed with a Refresh or end-user device restart. We have been trying to capture it in a Console Log... Agents have been instructed to reboot their ...

RE: Agents switching to Not Responding

Posted By Sven Schiller 05-05-2022 08:43
Found In Egroup: Genesys Cloud - Main \ view thread
We are seeing this issue on and off with our on-prem edges. Most often it seems to be related to the home-networking of the affected agents. Rebooting the end-user device, and their internet/wifi gateway, etc. usually addresses those cases. Every 3 months or so we have seen a larger call routing issue ...

RE: Call Recording Retention

Posted By Sven Schiller 04-14-2022 09:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul, See this article: https://help.mypurecloud.com/articles/analytics-conversation-detail-endpoint-api-query-change/ We had to ask Customer Care to whitelist our organisation to be able to see all recordings. ------------------------------ Sven Schiller Kognitiv ---------------------- ...

RE: Secure Pause timer removed recently?

Posted By Sven Schiller 01-28-2022 09:34
Found In Egroup: Genesys Cloud - Main \ view thread
@Ricky Phung Thanks. I think it was just a better way to see that the secure pause was still active. A second timer is more visible than a lock that turns red. Probably just takes getting used to. Automatic return to recording is a good idea, but might be too rigid for us. More serious seems to ...

RE: Secure Pause timer removed recently?

Posted By Sven Schiller 01-28-2022 09:33
Found In Library: Genesys Cloud - Main

Secure Pause timer removed recently?

Posted By Sven Schiller 01-27-2022 10:07
Found In Egroup: Genesys Cloud - Main \ view thread
My agents are complaining that the recent (Jan 19th) update to the agent interaction UI (we use the desktop app) has removed the timer that was displaying the elapsed time in secure pause mode. I have opened a case with support, but they don't seem to understand the issue. Is this a bug or was it ...

RE: TLS SIP trunking

Posted By Sven Schiller 11-10-2021 14:55
Found In Egroup: Genesys Cloud - Main \ view thread
Seems like you are looking into using TLS with mutual authentication? This is not something we have setup before. However, from the documentation here it looks like it's all taken care of for you. You can download the CA cert in the admin interface, this is used to prove that the cert you are using is ...

RE: TLS SIP trunking

Posted By Sven Schiller 11-10-2021 09:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Martin, We setup TLS with Twilio Elastic SIP. Think of it like a web site, the server (carrier) end has the certificate and the client (Genesys Cloud) just validates this using a list of well-known CA certificates. It just works once you get the port settings and the protocols setup and have enabled ...

RE: Slow Down and Disconnects using WebRTC from Home

Posted By Sven Schiller 09-10-2021 15:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jim, Yes, we have been using persistent connections for our agents for years (not with the business users who occasionally make a call). Persistent connections seem to have certainly helped with the issues. In this case, it really seems to have come down to at least one of the edges going into ...

RE: Did you know - all calls made using the phone instead of the interaction icon are recorded?

Posted By Sven Schiller 09-10-2021 14:56
Found In Egroup: Genesys Cloud - Main \ view thread
Check your other recording policies. The solution that I posted deletes all recordings for which there is no policy to retain right after the call completes. Of course, it only applies for calls going forward. One drawback for us is that we need to record all agent's calls. In order to do this, we ...

RE: Slow Down and Disconnects using WebRTC from Home

Posted By Sven Schiller 09-10-2021 10:45
Found In Egroup: Genesys Cloud - Main \ view thread
After jumping through various hoops to try and find the source of the issue, I noticed that a call recording stopped after three seconds when the call lasted over three minutes. I decided to restart the edges involved in handling the site's traffic (we use a redundant set of on-premise mini edges). ...

RE: Did you know - all calls made using the phone instead of the interaction icon are recorded?

Posted By Sven Schiller 09-08-2021 10:20
Found In Egroup: Genesys Cloud - Main \ view thread
We solved this with a simple policy that deletes all recordings not explicitly retained by another policy: ------------------------------ Sven Schiller Kognitiv ------------------------------

RE: Slow Down and Disconnects using WebRTC from Home

Posted By Sven Schiller 09-01-2021 15:32
Found In Egroup: Genesys Cloud - Main \ view thread
We are using the Windows desktop app and started seeing issues yesterday without any (known) changes on our end. Agents are working from home with different internet providers. Genesys support isn't even responding to a high-level (prio 2) case. Agents are reporting disconnections, inability to answer ...

RE: Jabra & Poly Headset Setup with Web RTC on Genesys Cloud

Posted By Sven Schiller 08-20-2021 15:36
Found In Egroup: Genesys Cloud - Main \ view thread
For us, the Plantronics headsets worked without. However, we use the Plantronics Hub software and it seems to have addressed some random issues related to headset oddities. "Seems", because we also updated BIOS, drivers, etc. in the attempt to resolve. The issues were intermittent, so very difficult ...

RE: Gamma SIP

Posted By Sven Schiller 07-15-2021 14:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris, It seems that we have hit this roadblock, as well. Could you share your solution? ------------------------------ Sven Schiller Kognitiv ------------------------------

RE: Call Recording Retention

Posted By Sven Schiller 02-22-2021 15:41
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Vaun, will let my users know. ------------------------------ Sven Schiller Kognitiv ------------------------------

RE: Call Recording Retention

Posted By Sven Schiller 02-17-2021 14:42
Found In Egroup: Genesys Cloud - Main \ view thread
I didn't get a response to my question in another thread, so I'll try again here. The question was about how the notification is done when retrieving a message from the archive. When asking for the retrieval, a message is popped up that retrieval can take several hours and there will be notification ...

RE: Notification when retrieving an archived call

Posted By Sven Schiller 02-08-2021 11:56
Found In Egroup: Genesys Cloud - Main \ view thread
I have run into the same question, but couldn't find an answer. Did you ever figure this out? ------------------------------ Sven Schiller Kognitiv ------------------------------

RE: Recording audio with specific settings

Posted By Sven Schiller 01-19-2021 10:47
Found In Egroup: Genesys Cloud - Main \ view thread
See here: https://help.mypurecloud.com/articles/enable-line-recording/ ------------------------------ Sven Schiller Kognitiv ------------------------------