Genesys Cloud - Main

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

Hi Paul.  I hope you're well.  Unfortunately, we found many features in PureConnect that I consider to be basic do not exist in Genesys Cloud.  I strongly believe if we fully understood the gaps, we may have gone with a different vendor.  Hopefully, the developers close these gaps soon, or Genesys may find some of their customers looking elsewhere.

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-09-2023 18:36
From: Paul Simpson
Subject: Equivalent to Dial By Name

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

There is an idea for excluding people from the directory, but it's over two years old and still in review of the community. 
https://genesyscloud.ideas.aha.io/ideas/OP-I-447
EDCi has built customers custom solutions to work via DTMF, and we could probably use a BOT Flow. It just takes time and money to get it done. It doesn't leverage the out of the box Company DIrectory at all.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-10-2023 12:22
From: Paul Simpson
Subject: Equivalent to Dial By Name

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-09-2023 18:36
From: Paul Simpson
Subject: Equivalent to Dial By Name

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Thanks, Steven!
I looked at that an have voted on it.
That being said, it doesn't really address the issue here. (Hide from Directory is more for internal directories, so things like test users don't show up.)
In this case you might want several different sub-sets of agents.
Say, for example, you are an outsourcer? You may have one group of agents who only work on Account A and a different set on Account B. If I call in to speak to someone from Account A, I should only be able to ask for those agents by name. This would be exacerbated if we have two people with the same name, one working each account! 🤷‍♂️

There is an idea for excluding people from the directory, but it's over two years old and still in review of the community. 
https://genesyscloud.ideas.aha.io/ideas/OP-I-447
EDCi has built customers custom solutions to work via DTMF, and we could probably use a BOT Flow. It just takes time and money to get it done. It doesn't leverage the out of the box Company DIrectory at all.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-10-2023 12:22
From: Paul Simpson
Subject: Equivalent to Dial By Name

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-09-2023 18:36
From: Paul Simpson
Subject: Equivalent to Dial By Name

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------

Yea I totally agree. Also an idea for that too. Division aware directory. https://genesyscloud.ideas.aha.io/ideas/UCC-I-711

 
Lots of increased functionality needed on the company directory for sure.

THanks

Thanks, Steven!
I looked at that an have voted on it.
That being said, it doesn't really address the issue here. (Hide from Directory is more for internal directories, so things like test users don't show up.)
In this case you might want several different sub-sets of agents.
Say, for example, you are an outsourcer? You may have one group of agents who only work on Account A and a different set on Account B. If I call in to speak to someone from Account A, I should only be able to ask for those agents by name. This would be exacerbated if we have two people with the same name, one working each account! 🤷‍♂️

There is an idea for excluding people from the directory, but it's over two years old and still in review of the community. 
https://genesyscloud.ideas.aha.io/ideas/OP-I-447
EDCi has built customers custom solutions to work via DTMF, and we could probably use a BOT Flow. It just takes time and money to get it done. It doesn't leverage the out of the box Company DIrectory at all.

------------------------------
Steve Alix
EDCi

Original Message:
Sent: 05-10-2023 12:22
From: Paul Simpson
Subject: Equivalent to Dial By Name

Thank you to everyone for reading this, and for the suggestions.

I agree that, on the face of it, using ASR to ask for a user by name is the same thing, but unfortunately, it ignores three issues.

1. The PureConnect "Dial By Name" allows you to restrict the scope of the search to only members of certain workgroups. With the Genesys Cloud's "All or Nothing" approach, once a customer finds out the name of, say the Call Center Director, there is nothing to stop them from asking for that person by name in the future.
2. In some areas of the world, people have names that are unfamiliar or almost unpronounceable for non-native speakers. Even if the ASR is able to recognize the name when correctly pronounced (which is debatable) if the caller is unable to pronounce correctly it becomes unreliable.
3. Genesys has announced the EOL of PureConnect and is pushing everyone to Genesys Cloud. Many sites want to do a simple "lift and shift" from one systemto the other. (Yes, I accept that it's a good chance to review, optimize etc. but not everyone has the time, resources or desire to do this.) With this in mind, the more PureConnect features that are simply missing from Genesys Cloud, the greater the chance that a different solution will be selected.

I considered going for a data entry and then look up the user, but I haven't found the API endpoint (yet) that allows for a user search on partial name match. (It must exist as it's present in the UI!) Also, this will require considerable work to implement what, in PureConnect, is a basic feature.....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 05-09-2023 18:36
From: Paul Simpson
Subject: Equivalent to Dial By Name

Hi,
As we all know, Genesys is retiring PureConnect and so many of us will probably get involved in migrations to Genesys Cloud.
One feature that Attendant had was "Dial By Name". I don't see an equivalent in Genesys Cloud.
Am I missing something? Has anyone put togather a solution / replacement?
TIA

#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Paul Simpson
Eventus Solutions Group
------------------------------