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Mr. Kevin Brown

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RE: Google is phasing out support for third-party cookies from its Chrome browser

Posted By Kevin Brown 04-23-2025 10:45
Found In Egroup: Genesys Cloud - Main \ view thread
Correct. You are in the clear! ------------------------------ Kevin Brown VoxPeritus Fountain Hills, AZ United States ------------------------------

RE: Google is phasing out support for third-party cookies from its Chrome browser

Posted By Kevin Brown 04-22-2025 12:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Paul, This happened a long time ago. Salesforce was giving customers using OpenCTI a notification to check with their integrators to see if they used third-party cookies for primarily authentication or session management across different domains. They were also using this to tell customers to consider ...

RE: Tell me your favorite new Genesys Cloud feature from this year. You may win a prize!

Posted By Kevin Brown 12-17-2024 13:12
Found In Egroup: Genesys Cloud - Main \ view thread
Plenty of great features, but there is one that I have been very vocal about to every single prospective customer. Putting my customer experience hat on, there is one feature that hands down provides the greatest value to customers. And it nicely also packs a punch for supporting agents while delivering ...

RE: Genesys Enhanced TTS audio download

Posted By Kevin Brown 06-20-2024 11:42
Found In Egroup: Genesys Cloud - Main \ view thread
Carl, there is no copyright infringement when downloading in batch, the resulting TTS output. That's exactly why MSoft and Google provide the capabilities to do so. Amazon is a little more difficult, but the same goes with their voices. If still in doubt, have a discussion with the Azure and Google ...

RE: Dashboards

Posted By Kevin Brown 05-13-2024 11:55
Found In Egroup: Genesys Cloud - Main \ view thread
SJS are not in the App Foundry but have been providing dashboards for the various Genesys platforms for 20 years. I used to be with them, and we had plenty of customers in Australia and New Zealand. They have all of the capabilities you listed and much more. They are the only dashboard company that ...

RE: Genesys DX (Bold360) EOL and EOS Announcement

Posted By Kevin Brown 03-28-2024 14:47
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
I am coming in very late to this, but it is because I haven't run across any Bold360/DX customers until now. As luck and timing would have it, I now have one that has instances of both the original and also DX. They have asked for all data extraction. We're capable of doing that on our own, but if ...

RE: Chat Bot Launcher

Posted By Kevin Brown 03-28-2024 10:51
Found In Egroup: Genesys Cloud - Main \ view thread
Rechelle, The page to see what Matthew is discussing is located here: Thermo Fischer Contact Us Chat ------------------------------ Kevin Brown Miratech, Inc United States ------------------------------

RE: Caller Experience during Agent Alerting

Posted By Kevin Brown 03-11-2024 13:45
Found In Egroup: Genesys Cloud - Main \ view thread
My suggestion is to play the ringing .wav in the (Architect) flow when delivering the call. Keep it short so that it doesn't ring over the agent greeting (and automated delivery of a recorded agent welcome has been something everyone has been asking for over the years.) I think you read my response ...

RE: Caller Experience during Agent Alerting

Posted By Kevin Brown 03-11-2024 12:21
Found In Egroup: Genesys Cloud - Main \ view thread
Yuck! So old fashioned (ala 1980s) but if that is what they want, you can insert playing a .wav file of ringing in the flow until the call is delivered. ------------------------------ Kevin Brown Miratech, Inc United States ------------------------------

RE: So here's one example of an idea raised that PMs give no feedback or responses on - months later still waiting

Posted By Kevin Brown 11-30-2023 12:01
Found In Egroup: Genesys Cloud - Main \ view thread
100% in agreement with you. I can't remember the last time I submitted anything for the same reasons given here. Additionally, I see where there are overlapping ideas that could be consolidated to gather more votes, then when ready to consider for moving up in the queue, asking more questions to sort ...

RE: How to config outgoing phone number to be random

Posted By Kevin Brown 11-21-2023 12:21
Found In Egroup: Genesys Cloud - Main \ view thread
You have not clarified whether with the dialer or manually. As Paul said above, using the dialer you can do this by adding a column in with the 10 numbers you spoke of. You can even match those numbers up with the numbers you are dialing. In the USA, we use data actions to match a random (yet owned) ...

RE: Google is phasing out support for third-party cookies from its Chrome browser

Posted By Kevin Brown 11-17-2023 12:50
Found In Egroup: Genesys Cloud - Main \ view thread
They are referencing Salesforce's Open CTI Salesforce Open CTI Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open ...

RE: Feedback on last week's release - images or more detailed explanations please

Posted By Kevin Brown 10-24-2023 09:55
Found In Egroup: Genesys Cloud - Main \ view thread
Wow! When this happened in late 2019/early 2020 I had a customer with a hard stance that they were moving off of Genesys that very day. Loads of issues, some of them near catastrophic since they were in healthcare. I had hoped that someone had learned a lesson at Genesys with that mess. 100 images are ...

RE: Genesys Cloud WFM implementation requiring multiple historic file imports

Posted By Kevin Brown 09-19-2023 12:50
Found In Egroup: Genesys Cloud - Main \ view thread
With three months gap between the go lives, they should be OK. The original HD import will be ingested and processed for forecasts. As long as there is enough time (3 months seems good to me,) the second HD import should not affect the first business unit/contact center. The real problem exists when ...

RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

Posted By Kevin Brown 09-13-2023 16:39
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert, That's all I could think of as a solution. Unfortunately, timing is way off due to a super accelerated go live. The carrier will make changes on their end, but again the timing will be after the fact. So off we go to old-fashioned PSTN for go live, and then we will circle back to ...

RE: Genesys BYOC Cloud - What Is Used for Heartbeat?

Posted By Kevin Brown 09-13-2023 11:21
Found In Egroup: Genesys Cloud - Main \ view thread
Robert, The carrier in question requires a heartbeat reply or they do not send calls. They have never worked with a Cloud CX customer, though they have plenty of MultiCloud and Engage customers. Their response was "Black holing SIP messages is non-conforming," and they are claiming that they have hard ...

Genesys BYOC Cloud - What Is Used for Heartbeat?

Posted By Kevin Brown 09-11-2023 17:16
Found In Egroup: Genesys Cloud - Main \ view thread
I am struggling to remember what carriers use for heartbeat to understand if the four load balancer addresses are up and available. Timeouts of 5 seconds clearly aren't acceptable, so in the absence of OPTIONS, what else is there for them to use? We have a situation where SIP calls will not be sent ...

RE: WebRTC Calls dropping

Posted By Kevin Brown 08-24-2023 13:46
Found In Egroup: Genesys Cloud - Main \ view thread
You mention, "Micro$oft Teams' WebRTC phones work without any issues!" It might not be a difference in the WebRTC clients. Check with the group responsible for Teams, and perhaps also drag in one of their network members who understands their Teams config. If there is a delta between Teams and GenCloud ...

RE: WebRTC Calls dropping

Posted By Kevin Brown 08-23-2023 12:37
Found In Egroup: Genesys Cloud - Main \ view thread
Paul, I will add a document to the portal that describes step by step how to install Wireshark traces behind the scene with no GUI or interaction with the end user. It's the dumpcap function of Wireshark. I've run this many times over the years to capture Wireshark logs without agents even knowing ...

WFM for Async Chat?

Posted By Kevin Brown 10-18-2022 16:00
Found In Egroup: Genesys Cloud - Main \ view thread
I haven't seen any discussion of adding async to WFM\WFO. I will be providing requirements with a feature request that will likely be split into multiple feature requests. Have I missed any discussions about adding functionality to Genesys WFM to accommodate async chat? Are there any best ...