Genesys Cloud - Main

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.

Sounds like some kind of transcription device that listens to the PSTN.  I would assume if there is a SIP version, you could connect it.  If analog, then you can use and FXS gateway to the cloud.  Genesys will be supporting non-managed phones soon enough and you could connect in through that.  Another option would be an app that ties into the real-time transcription notification and the user could read that.  

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.

Robert - is there any idea on how long it will be until Genesys will be supporting non-managed phones. If you can use Apps will they be available from the AppFoundary and which are best to use ?

Sounds like some kind of transcription device that listens to the PSTN.  I would assume if there is a SIP version, you could connect it.  If analog, then you can use and FXS gateway to the cloud.  Genesys will be supporting non-managed phones soon enough and you could connect in through that.  Another option would be an app that ties into the real-time transcription notification and the user could read that.  

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.

Roadmap shows 11/29, but with Thanksgiving and Christmas (and Genesys usually off in December), I would suspect January.  

Robert - is there any idea on how long it will be until Genesys will be supporting non-managed phones. If you can use Apps will they be available from the AppFoundary and which are best to use ?

Sounds like some kind of transcription device that listens to the PSTN.  I would assume if there is a SIP version, you could connect it.  If analog, then you can use and FXS gateway to the cloud.  Genesys will be supporting non-managed phones soon enough and you could connect in through that.  Another option would be an app that ties into the real-time transcription notification and the user could read that.  

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.

If Texbox/Textbox is actually a TTY/Minicom service then you will likely find it's not supported some SIP carriers irrespective of what Genesys provide. I'd get that side verified first rather than just waiting for Genesys to release.

I've worked with legacy platforms and SIP providers such as Gamma and BT and both did not support TTY over their network (at least at the time 10 years ago). Worked on old ISDN very well.

Roadmap shows 11/29, but with Thanksgiving and Christmas (and Genesys usually off in December), I would suspect January.  

Robert - is there any idea on how long it will be until Genesys will be supporting non-managed phones. If you can use Apps will they be available from the AppFoundary and which are best to use ?

Sounds like some kind of transcription device that listens to the PSTN.  I would assume if there is a SIP version, you could connect it.  If analog, then you can use and FXS gateway to the cloud.  Genesys will be supporting non-managed phones soon enough and you could connect in through that.  Another option would be an app that ties into the real-time transcription notification and the user could read that.  

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.

All the service which is used is  https://www.relayuk.bt.com/ if that helps ?. There does look like there is an app and i wondered if this could be integrated ?.

If Texbox/Textbox is actually a TTY/Minicom service then you will likely find it's not supported some SIP carriers irrespective of what Genesys provide. I'd get that side verified first rather than just waiting for Genesys to release.

I've worked with legacy platforms and SIP providers such as Gamma and BT and both did not support TTY over their network (at least at the time 10 years ago). Worked on old ISDN very well.

Roadmap shows 11/29, but with Thanksgiving and Christmas (and Genesys usually off in December), I would suspect January.  

Robert - is there any idea on how long it will be until Genesys will be supporting non-managed phones. If you can use Apps will they be available from the AppFoundary and which are best to use ?

Sounds like some kind of transcription device that listens to the PSTN.  I would assume if there is a SIP version, you could connect it.  If analog, then you can use and FXS gateway to the cloud.  Genesys will be supporting non-managed phones soon enough and you could connect in through that.  Another option would be an app that ties into the real-time transcription notification and the user could read that.  

All - am working with a customer who currently uses a textbox which enables deaf or hard if hearing people to have a 3 way conversation with a call centre agent through a 3rd party. Is there any integration such as this in Genesys Cloud as this piece of hardware normally connects to a PSTN line and not a cloud product.