I want to add a Polycom 331 sound point phone to our Genesys cloud setup. I see tons of settings to set for the genesys cloud side of things, but hardly anything at all about what goes into the phones. I know this is probably documented somewhere else, ...

When you say you made a email only queue, do you mean you only routed emails to it? I can't see any way to define a queue as email only.  And yes, the from and reply to fields show as the same from the eyes of the recipient.  Im afraid at the moment ...

Hi Phil Can you please confirm if it is okay to have multiple certs loaded in Genesys Cloud - ie the "current" one that's not yet expired, and the "new" one that will be taking over? ------------------------------ Vaun McCarthy -------------------- ...

I have  a call center using the salesforce integration and seem that few of the agents will occasionally have more then 1 WebTRC popup , and have 1 time it went up to 5 pop up . not sure how I can troubleshoot or work on this issue . never seen this before ...

If it is playing the QW Dutton Plumbing audio in the screenshot, then it must have gone down the Not Found path under Find Queue, OR the Transfer to ACD Failure path. What I would do is, Under Found path in the Data table look up before the Find Queue ...

Slight Update: Also popped in audio prompts for not found and failure, still does the same results. QW Corona -> QW Dutton Plumbing -> Disconnect. ------------------------------ Katia Ojea Goettl Air Conditioning ------------------------------

Okay, we added in the audio prompts and we make it through QWCorona, then get QWDuttonPlumbing and disconnect. So it seems to be broken in our Zip to Market Data Table Lookup action. ------------------------------ Katia Ojea Goettl Air Conditioning ...

Ah okay. That makes sense!  Thank you! ------------------------------ Katia Ojea Goettl Air Conditioning ------------------------------

I see that Genesys encourages customers to use the web messaging vs the web chat and we have in fact set it up that way.   However we are not thrilled with how  it is displayed to the customer on the page ( just a small icon).   Is there a way to further ...

A variable holds a value, you don't have to tell it to do anything. If something isn't working, add play audio steps in between each action (and on all failure/timeout paths) so you can figure out where the break it. ------------------------------ Melissa ...