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Matthew West

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RE: Windows 11 support

Posted By Matthew West 10-03-2022 09:57
Found In Egroup: PureEngage On-Premises \ view thread
Hello Erik, Thank you for contacting Genesys Cloud Services. I checked with the product team for the Workspace SIP Endpoint, and they confirm that for now WSEP will not support Windows 11. Windows 11 support is under consideration only; however, the Genesys Softphone solution does support Windows ...

RE: WDE: How to Mark-Done multiple E-Mails from Interaction-Search with one click

Posted By Matthew West 04-13-2022 13:32
Found In Egroup: PureEngage On-Premises \ view thread
Hi Uzay, You are correct. Bulk operations are not supported by WDE in windows that source content from Universal Contact Server, such as Interaction Search and History. However, in the Workbins view it is possible to perform bulk actions on in-progress interactions: https://docs.genesys.com/Do ...

RE: WDE: How to Mark-Done multiple E-Mails from Interaction-Search with one click

Posted By Matthew West 04-13-2022 10:09
Found In Egroup: PureEngage On-Premises \ view thread
Hello Uzay, The behavior you are seeing is correct for Workspace Desktop Edition. ------------------------------ Matthew West Staff Technical Writer Genesys Cloud Services ------------------------------

RE: Workspaces Web shows logged in but phone disconnected

Posted By Matthew West 03-21-2022 09:01
Found In Egroup: PureEngage On-Premises \ view thread
Hello again Clayton, I have received some information from the Softphone team. You can configure SIP Server to move the Agent DN to "out of service" if the SIP Endpoint becomes unavailable. Reporting tracks the SIP Endpoint availability. They recommend reducing the SIP Register timeout interval ...

RE: Workspaces Web shows logged in but phone disconnected

Posted By Matthew West 03-18-2022 13:30
Found In Egroup: PureEngage On-Premises \ view thread
Hi Clayton, I'm still waiting on a reply from the SIP Phone team (it is after hours where they are), but the WWE team said to have a look at the following options to force the DN to Not Ready: sipendpoint.disconnected.max-attempts-to-set-not-ready sipendpoint.disconnected.not-ready-reason ...

RE: Workspaces Web shows logged in but phone disconnected

Posted By Matthew West 03-18-2022 08:54
Found In Egroup: PureEngage On-Premises \ view thread
Hi Clayton, I'm going to check with the WWE and Softphone teams to see if there is a workaround for this issue. I think I might have heard about another customer having such an issue. Are you using WWE 9.0? What version of Softphone are you running? You can contact me directly if you want: matthew ...

RE: WDE - Send Twitter direct message

Posted By Matthew West 06-07-2021 12:24
Found In Egroup: PureEngage On-Premises \ view thread
Hello Felipe, I have sent a message to our social engagement team and asked them to review your question. Unfortunately, I have only limited expertise with this particular plugin. ------------------------------ Matthew West Staff Technical Writer Genesys Cloud Services -------------------- ...

RE: WDE - Send Twitter direct message

Posted By Matthew West 05-31-2021 10:11
Found In Egroup: PureEngage On-Premises \ view thread
Hello Felipe, The eServices team confirms that the functionality described in the WDE Agent Help. Once a Twitter interaction is marked done, it cannot be reopened. Has your organization considered Genesys Web Services with Workspace Web Edition and Genesys Digital Channels? This offering enables ...

RE: WDE - Send Twitter direct message

Posted By Matthew West 05-27-2021 10:56
Found In Egroup: PureEngage On-Premises \ view thread
Hello Felipe, I have sent a message to someone on the eServices team that is responsible for the WDE Social Media Plugin. When I hear back from them I will let you know what they say. In the Workspace Desktop Edition Agent Help I found the following information: Reply by Direct Message ...

RE: WDE mute button

Posted By Matthew West 05-25-2021 10:19
Found In Egroup: PureEngage On-Premises \ view thread
Hi Trevor, No one here has attempted the customization that you suggest, but the developers are doubtful that it will work. For certain, it cannot be done using Workspace or Workspace SIP Endpoint configuration. ------------------------------ Matthew West Staff Technical Writer Genesys Cloud ...

RE: WDE mute button

Posted By Matthew West 05-21-2021 16:01
Found In Egroup: PureEngage On-Premises \ view thread
Hi Saugort, The WDE development team confirms that the Mute button cannot be remove through configuration. ------------------------------ Matthew West Staff Technical Writer Genesys Cloud Services ------------------------------

RE: WDE mute button

Posted By Matthew West 05-21-2021 09:27
Found In Egroup: PureEngage On-Premises \ view thread
Hi Saugort, I'm checking with the WDE team for you. I'll post a reply when I get an answer. ------------------------------ Matthew West Staff Technical Writer Genesys Cloud Services ------------------------------

RE: WWE options

Posted By Matthew West 04-29-2021 09:58
Found In Egroup: PureEngage On-Premises \ view thread
Hello Martin, Can you tell me which version of Workspace Web Edition you are using so that I can point you to the correct documentation? Do you access it through Genesys Engage cloud 9.0.0 or Genesys Engage on-premises 8.5.2 or 9.0.0? ------------------------------ Matthew West Staff Technical ...

RE: Agent Desktop Cannot able to login using Tenant

Posted By Matthew West 04-29-2021 09:56
Found In Egroup: PureEngage Cloud \ view thread
Hi Shenbaga, The tenant name is usually your company name. "Environment" is not a valid tenant name. Did you try entering "Pointel"? The administrator for your Genesys environment should be able to provide you with your correct tenant name. If not, have your administrator reach out to Genesys Customer ...

RE: WWE pop message

Posted By Matthew West 02-18-2021 08:51
Found In Egroup: PureEngage On-Premises \ view thread
Hello Jose, The system.notif.* options might solve the issue. They are documented here: https://docs.genesys.com/Documentation/Options/Current/HTCC/GWS-interaction-workspace#system-notif-cometd-service-availability-delay ------------------------------ Matthew West Staff Technical Writer ...

RE: Chinese Spellcheck for WDE

Posted By Matthew West 07-17-2020 09:08
Found In Egroup: PureEngage On-Premises \ view thread
Hi Ram, The Workspace Desktop Edition spelling check engine has not been tested with ideogram based languages, such as Chinese, so we cannot confirm support for Chinese spelling check. I assume since you mention OpenOffice that you are aware of how to add a new spelling check language (documented ...

RE: New skin (look/feel) fro Workspaces web client

Posted By Matthew West 07-08-2020 08:00
Found In Egroup: PureEngage On-Premises \ view thread
Hello Clayton, I'm not sure if you are using WWE 9 or 8, but there are limitations to what you can do using configuration options when it comes to changing the UI: https://docs.genesys.com/Documentation/HTCC/9.0.0/IWWDep/ConfigUI https://docs.genesys.com/Documentation/HTCC/8.5.2/IWW ...

RE: Invalid WDE Connector License

Posted By Matthew West 03-20-2020 09:27
Found In Egroup: PureEngage On-Premises \ view thread
Hello Maryam, This is not an out-of-the-box message for Workspace. Is it possible that you are running a "plugin" or an asset from Genesys Professional Services or a CRM Adapter? The message could be coming from one of these. ------------------------------ Matthew West Staff Technical Writer ...

RE: WDE : Prevent Toaster/Popup on Broadcast message

Posted By Matthew West 01-31-2020 10:21
Found In Egroup: PureEngage On-Premises \ view thread
Hello again Malli, I conferred with the WDE developers this morning about your question. They confirmed your findings that the level of control you are looking for cannot be handled by the out-of-the-box configuration options. The recommend implementing a customization. They suggest that you need ...

RE: GWS Anoumous bhehaviour

Posted By Matthew West 01-24-2020 11:58
Found In Egroup: PureEngage On-Premises \ view thread
Looks like Jim beat me to it! Thanks @Jim Crespino​ ------------------------------ Matthew West Staff Technical Writer Genesys Laboratories ------------------------------