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Mahmoud Alshobaki

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RE: Looking for away to identify all users with CX3 license

Posted By Mahmoud Alshobaki 12-16-2025 08:51
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Brian, would you be able to elaborate more please in how you extract lists and make the merge between them ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

Looking for away to identify all users with CX3 license

Posted By Mahmoud Alshobaki 12-15-2025 21:46
Found In Egroup: Genesys Cloud - Main \ view thread
HI, I have 6000 active users in our Genesys Cloud CX environment, I am looking for quick way to get list of all of users who have CX3 license, any advise? thank you for your help. #Implementation #System/PlatformAdministration #Telephony ------------------------------ Mahmoud Alshobaki Senior ...

RE: Mask outbound dial number

Posted By Mahmoud Alshobaki 12-08-2025 13:58
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Kaio, this work in case i want the agent to dial common number. it seems there is no solution form Genesys so far as per the idea https://genesyscloud.ideas.aha.io/ideas/TEL-I-224 Thank you every one for your help and contributing. much appreciated Mahmoud ------------------------------ Mahmoud ...

RE: Mask outbound dial number

Posted By Mahmoud Alshobaki 12-07-2025 10:56
Found In Egroup: Genesys Cloud - Main \ view thread
Thank Stephan for your input, however the proposed solution more for salesforce agents. any other thought team ? ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

Mask outbound dial number

Posted By Mahmoud Alshobaki 12-05-2025 16:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Folks, We have the following setup. main number to on on-call tech support +1 xxx.xxx.xxxx from Genesys if the agent dial this number it will be routed to the on-call tech engineer. we route the number to inbound flow which will make data table lookup to get the cell# of the tech engineer and ...

RE: Agent on-queue but not able to receive calls

Posted By Mahmoud Alshobaki 11-30-2025 18:34
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Kaio for your insightful feedback. I really appreciate it ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

RE: Agent on-queue but not able to receive calls

Posted By Mahmoud Alshobaki 11-28-2025 15:54
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Cameron and Brian, Much appreciated! ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

Agent on-queue but not able to receive calls

Posted By Mahmoud Alshobaki 11-26-2025 14:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Folks, I have an agent part of queue, there are many calls landed on the queue and it got answered by many agents, but i have one agent not able to get any ACD calls. I check the agent license, queues & skills and all configurations compare it to the other agents they are same. What could be ...

RE: Trunk Analytics

Posted By Mahmoud Alshobaki 06-12-2025 13:48
Found In Egroup: Genesys Cloud - Main \ view thread
You Should be able to get the report from the SBC. ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

Servicenow Data Actions

Posted By Mahmoud Alshobaki 06-11-2025 20:50
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Folks, I am trying to create integration with servicenow using the below servicenow data actions. https://appfoundry.genesys.com/filter/genesyscloud/listing/09813aca-d1da-41cf-894b-f1bbb2f4b7ae I filled the required infomations from servicenow e.g client ID, client secret, user id, user password ...

RE: How to allow servicenow agents to login to Genesys Cloud

Posted By Mahmoud Alshobaki 06-03-2025 22:03
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I really appreciate it George ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

RE: How to allow servicenow agents to login to Genesys Cloud

Posted By Mahmoud Alshobaki 06-03-2025 13:08
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thank you George for your input, currently i am using servicenow connector from Smart Connections. https://appfoundry.genesys.com/filter/genesyscloud/listing/63f3e200-0a04-4761-b471-bd73a90161d9 Thank you again for your help ------------------------------ Mahmoud Alshobaki Senior ...

RE: How to allow servicenow agents to login to Genesys Cloud

Posted By Mahmoud Alshobaki 06-02-2025 13:30
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Thirumurugan, I didn't have the connector, i just have the add on license "PureCloud for ServiceNow Connector Add-On Concurren" Do we need to get the connector installed to allow servicenow agents to login to genesys or just the above license would be enough ? Thank you indvance. ...

How to allow servicenow agents to login to Genesys Cloud

Posted By Mahmoud Alshobaki 06-01-2025 10:29
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Folks, I have Genesys Cloud with following Add-On license "PureCloud for ServiceNow Connector Add-On Concurrent" my client want servicenow agents to login to genesys and use click-to-dial and receive inbound calls from servicenow. Let me know what if the PureCloud for ServiceNow Connector ...

Allow Servicenow user to login to Genesys cloud

Posted By Mahmoud Alshobaki 06-01-2025 10:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Folks, I have Genesys Cloud with following Add-On license "PureCloud for ServiceNow Connector Add-On Concurrent" my client want servicenow agents to login to genesys and use click-to-dial and receive inbound calls from servicenow. Let me know what if the PureCloud for ServiceNow Connector ...

RE: ServiceNow integration pre-requisites

Posted By Mahmoud Alshobaki 05-06-2025 17:13
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Robert alot, with regards to option 2 do we need to install CTI plug-in at my Genesys Instance as well as one more CTI plug-in to be install in servicenow instance.? ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

RE: ServiceNow integration pre-requisites

Posted By Mahmoud Alshobaki 05-05-2025 10:05
Found In Egroup: Genesys Cloud - Main \ view thread
Any Luck Everyone! ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

RE: Servicenow Integration with Genesys Cloud

Posted By Mahmoud Alshobaki 05-05-2025 10:03
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Any Luck everyone!! ------------------------------ Mahmoud Alshobaki Senior Consultant ------------------------------

Servicenow Integration with Genesys Cloud

Posted By Mahmoud Alshobaki 05-04-2025 00:13
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Folks, My client is requesting to enable integration between Genesys and servicenow. Client is looking to allow his helpdesk agents to login to Genesys using Servicenow. in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact ...

ServiceNow integration pre-requisites

Posted By Mahmoud Alshobaki 05-02-2025 21:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Folks, My client is requesting to enable integration between Genesys and servicenow. Client is looking to allow his helpdesk agents to login to Genesys using Servicenow. in addition they looking to allow the caller to hear the list of opened tickets from Genesys IVR based on the contact ...