if(contains( Call.CalledAddressOriginal , "tel:"), Replace( Call.CalledAddressOriginal , "tel:", ""), Call.CalledAddressOriginal ) ------------------------------ Eric Berkshire NA ------------------------------

Thank you Lucas, I'll investigate these options. Yeah, the data action to me sounds like the easier thing to do and my customers may configure it according to their requirements. This integration will not use the embeddable framework. The EventBridge ...

Hi Dear Thanks for your reply, and this is what I did, but unfortunately, the workflow (Logic Decision ) is not working; in all cases, as all calls will transfer to the main IVR, even if the destination call is not XXXX30 as shown in PIC ...

Hello Dan, Yes you can set up skill-based routing and transfer for messenger without creating multiple queues. Create a single queue, assign both customer service and sales skills to this queue then assign the appropriate skills to your agents based ...

Hello Miguel, Sorry for the late response, I missed your reply. Based on your need. I believe you can set the campaign rules to achieve this. In your campaign configuration, you can create a post-contact rule with the following settings: trigger: ...

Hi all We would like to setup our Messenger using a single queue with 2 Skills - Customer Service and Sales. Could be instances where agents would need to transfer the customer to the other Skill. For inbound calls, we have created "dummy DDIs" ...

The customer wants the agent to place one call, if they get no answer or answering machine, hang up and attempt again. If hey get an answering machine on the second attempt, the agent should leave a message. Per my original post, when using two different ...

Hello Raghunandan, I believe you can though the API , with the POST /api/v2/outbound/contactlists. Cheers, ------------------------------ Cameron Online Community Manager/Moderator ------------------------------

Hello Adesh, I believe there are several native options in Genesys that can help achieve real-time notifications. You can achieve these through Alert Rules and Performance Dashboards. For Alert rules: Supervisors can create and configure these ...

Hi Andrew, without having experience on that field: Did you try https://developer.genesys.cloud/routing/conversations/conversations-apis#patch-api-v2-conversations-calls--conversationId- ? ------------------------------ Christoph Domaschke Leiter ...