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Anybody installed and tried the external routing package in CX Cloud from Genesys?

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  • 1.  Anybody installed and tried the external routing package in CX Cloud from Genesys?

    Posted 02-09-2025 15:22
    No replies, thread closed.

    Hi all, 

    Has anybody tried out the external routing package in CX Cloud for Salesforce?  Any issues you've come across?  How well does it work compared to the "old" external routing package stuff?


    #DigitalChannels
    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Vaun McCarthy
    ------------------------------


  • 2.  RE: Anybody installed and tried the external routing package in CX Cloud from Genesys?
    Best Answer

    Posted 02-10-2025 02:27
    No replies, thread closed.

    Hi Vaun,

    We have seen a couple of regressions compared to old package.

    • Messaging transfers are not working even if you configure the mapping between queues.
    • CX Cloud does not consider ACW or Wrap-up codes (on messaging) from connected platform just Salesforce

    And Voice via ServiceCloudVoice has also some regressions compared to OpenCTI

    • Call forwarding, Callbacks on behalf of a queue, Internal calls, ACD Voicemail


    ------------------------------
    Javier Campos
    NA
    ------------------------------

    Original Message


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