When a user submits a time-off request and selects one or more full days, the total hours requested is calculated by either the published schedule, if the requested dates are covered by a published schedule, or if no schedule exists the hours are calculated using the user's Work Plan configuration. A ...

WFM HRIS Integration - Error Messages

Posted By James Foster 03-16-2026 12:57
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

In the Insert and Update TimeOff workflows there is an error message output (Flow.errorMsg) but this doesn't seem to show up anywhere. Is it possible to view this either as an agent or as a WFM admin? We are adding some additional logic into the workflows to block requests under certain scenarios, one ...

RE: Voice Bot Understanding

Posted By James Foster 03-12-2026 11:11
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Phaneendra, Thank you for the suggestion! As we are just storing a single variable (retrieved from customer CRM data action) in the Dynamic List I'm not sure it would be feesible to use the Synonyms option, however your suggestion has prompted to me try something else which seems to have done the ...

Data Table Imports

Posted By James Foster 03-12-2026 11:05
Found In Egroup: Genesys Cloud - Main \ view thread

Are data table import files stored anywhere within Genesys Cloud? The import history can be viewed from the Manage Imports view, but this only shows the status of the import and the number of rows updated. From an auditing perspective it would be good to see exactly what data was appended or replaced ...

Voice Bot Understanding

Posted By James Foster 03-12-2026 06:04
Found In Egroup: Genesys Cloud - Main \ view thread

Is there any way of "fine tuning" the voice bot's understanding when processing caller inputs? An issue we are facing is that we are using a voice bot for ID&V, as part of this process we ask the caller for their company name, and look to match this against a variable stored in a Dynamic List slot type. ...

Help with Data Action configuration - Arrays and Objects

Posted By James Foster 03-09-2026 13:30
Found In Egroup: Genesys Cloud - Main \ view thread

I am building a custom data action for a customer's external application. The data action sends an input and retrieves customer details from the application. Part of the output includes a "Dates" object which contains an array of dates which include contract start date, contract end date, and customer ...

RE: Script Values Showing in Participant Data

Posted By James Foster 02-19-2026 09:13
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Kaio, Thank you for this. I have updated all of the variables in the script to match the Participant Data values which has removed all the duplicated values. Kind regards, ------------------------------ James Foster Technical Consultant ------------------------------

Script Values Showing in Participant Data

Posted By James Foster 02-18-2026 04:39
Found In Egroup: Genesys Cloud - Main \ view thread

We have a call flow which goes through an ID&V process and then presents the ID&V and customer data to the agent in the script. There is also a requirement to store this data as participant data in a way in which the data is easily identifiable and sortable. We have done this by setting participant data ...

Withhold Caller ID

Posted By James Foster 01-22-2026 06:19
Found In Egroup: Genesys Cloud - Main \ view thread

Is there any way for users to withhold their caller ID as required (not on all calls)? The users that have this requirement are not contact center agents so do not make or receive calls via any queues. #Omni-ChannelDesktop/UserInterface #System/PlatformAdministration #Telephony ------------------------------ ...

Deprecated TLS Ciphers

Posted By James Foster 12-10-2025 08:25
Found In Egroup: Genesys Cloud - Main \ view thread

As per the upcoming deprecation of some legacy TLS ciphers we have asked our customer to work with their SIP carrier to remove these from the configuration. Is there any way to verify from the Genesys side whether these are still being used or not? #Telephony ------------------------------ James ...

CX Cloud from Genesys and Salesforce - Can't Log In

Posted By James Foster 12-04-2025 04:53
Found In Egroup: Genesys Cloud - Main \ view thread

I have been tasked with setting up the CX Cloud from Genesys and Salesforce integration in a lab environment. I have completed all the steps as per the Genesys documentation but cannot log in to the application as a Salesforce User. If I launch the Genesys Cloud app as a Salesforce user, the Genesys ...

RE: Ability to paste DTMF digits

Posted By James Foster 11-24-2025 09:00
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Jan, Thank you for the suggestion. I have tried to create a custom data action using the API which the agent can then run from within the agent script. Unfortunately when I run the action (either by testing it from the Data Actions screen or from the agent script) I am getting a Forbidden error: ...

Ability to paste DTMF digits

Posted By James Foster 11-24-2025 04:44
Found In Egroup: Genesys Cloud - Main \ view thread

Is there any way of being able to copy and paste a string of digits into the Genesys Cloud dialpad while on an active call (to send the digits as DTMF tones)? Seems from my testing it is only possible to manually input each digit one-by-one. We are currently migrating a customer from an on-premise ...

OPUS Recordings

Posted By James Foster 11-19-2025 05:43
Found In Egroup: Genesys Cloud - Main \ view thread

How do users play back OPUS recording files? If I download a recording in OPUS format it saves the file as .OGG_OPUS which seems to make the file invalid. If I change this to .OPUS I can play the file back but it sounds nothing like the original recording and is just random noises. Is this a bug or just ...

Best Practices for Managing Agents in Different Time Zones

Posted By James Foster 10-22-2025 10:49
Found In Egroup: Workforce Engagement Management \ view thread

Looking for some advice on best practises for managing agents in differnet time zones when it comes to scheduling within WFM. It looks like the only place where you specify a time zone is in the Business Unit, so does that mean you should separate agents by time zone into different Business Units? What ...

RE: Genesys Public SSO Certificates Expiring

Posted By James Foster 09-12-2025 05:01
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Cameron, Thanks for the response. When the new cert is released is this automatically updated on the Genesys side? Do we just need to install the new cert on the SSO side? Regards, James ------------------------------ James Foster Technical Consultant ----------------- ...

Genesys Public SSO Certificates Expiring

Posted By James Foster 09-11-2025 10:39
Found In Egroup: Genesys Cloud - Main \ view thread

The public Genesys SSO certificate is due to expire in January 2026. Will we need to perform any actions to renew this prior to the expiration date? Will this have an impact to active SSO integrations? #API/Integrations #PlatformAdministration #Security #SystemAdministration ------------------------------ ...

X Messaging - Images come through as URLs

Posted By James Foster 08-13-2025 09:18
Found In Egroup: Genesys Cloud - Main \ view thread

We have just deployed X Messaging and have an issue where images sent by customers through X are coming through to Genesys as URLs. If you open the URL it just takes you to the main Messages page within X, and you still have to find the relevant message to open the image. This is far from ideal as the ...

Custom User Profile Fields - SCIM and Reporting

Posted By James Foster 07-28-2025 09:02
Found In Egroup: Genesys Cloud - Main \ view thread

We have a requirement from a customer to display employee IDs on their users' Genesys Cloud profiles. I know this can achieved by either using the default "Employee ID" field or by creating a custom Profile Field. My questions are: 1) If using a custom field, is there any way to populate this ...

No Longer Able to View Framework.js file for Embeddable Framework Integration

Posted By James Foster 05-13-2025 12:06
Found In Egroup: Genesys Cloud - Main \ view thread

It used to be possible to view the contents of the framework.js file being used for an Embaddable Framework Integration. This was achieved by using the GET /api/v2/integrations/(integrationId)/config/current API and browsing to the URL provided in the response. However, if I do this now, the .js file ...

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