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Genesys CTI Technical Discussion / Re: 20241225_input object how use voice mode
« Last post by cavagnaro on December 29, 2024, 08:12:43 PM »
Please explain further and post logs. What didn't work?

Enviado de meu SM-S918B usando o Tapatalk

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Genesys CTI Technical Discussion / 20241225_input object how use voice mode
« Last post by memo on December 25, 2024, 03:17:44 AM »
I use the input and record objects, hoping to use the record object to record the content of the customer's speech when the customer speaks.

I set the Interuptible setting in the input to true, and the system does not work when the input mode is set to voice or hybrid? Please tell me what should I do to use voice mode
tnank you~~ :)
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Genesys CTI Technical Discussion / Re: v8.0 - SIP Server licensing feature
« Last post by oceanblue on November 18, 2024, 11:33:07 PM »
@cavagnaro in this case the name of the licensing feature is "SIP Server". I got an explanation f on licenceman qnd good for now.

Thanks for responding to my post. Much appreciated!
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Genesys CTI Technical Discussion / UCS query to get number of attachments from interaction
« Last post by cavagnaro on November 07, 2024, 02:38:24 PM »
Hi guys
Anyone has a sample query to gather from UCS the number of attachs from a specific interaction?
I can't find how to associate the interaction table with attachment/document tables...
Thanks
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Genesys CTI Technical Discussion / Re: v8.0 - SIP Server licensing feature
« Last post by cavagnaro on November 07, 2024, 02:34:59 PM »
There are so many numbers in a license file...which one do you refer to exactly?
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Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by cavagnaro on November 07, 2024, 02:32:05 PM »
Not sure if helps but I developed an app that monitors the logins and request the IP Address from CfgServer, if it is local I assigned a skill to know it was local location = home, or if not location = remote. So then we target those as needed in combination with other skills.
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Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by terry on October 29, 2024, 05:53:58 PM »
Hot sure if it help or if it relevant at all, but basically there is statistic CurrentStateReasons.

If TServer request (like RequewstAgentLogin) changes agent state then reasons (if any) of this request are available through this statistic and accordingly in routing strategy and likely in skill expressions.

Meaning something like this if RequestAgentLogin to SIP server has attribute Reasons with say key site set to OFF, then for example skill function sitex can check if agent logged with such reason : Skill1>value1 & ... & sitex(OFF)
 

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Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by nonny on October 28, 2024, 07:31:08 PM »
I've been away from Engage too long to really give any wonderful suggestions (other than maybe some WDE plugin that might be able to gather IP address and then programmatically assign an OFF/WFH skill).  But I will say this problem exists in Genesys Cloud too.  So if your client has any plans to migrate to Genesys Cloud you'll want to keep in mind that you may not be able to replicate the solution you put together in Engage.  A lot of us over on the Genesys Cloud space have been trying to get a decent and simple solution for this for a number of years now.
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Genesys CTI Technical Discussion / Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by PFCCWA on October 28, 2024, 05:16:34 PM »
Hello
Its been a while since using this forum so wondered if it still had active users.
I am working on a Genesys Engage solution and have a scenario to find possible solutions for.

We have agents working both on site (OFF) and remotely (WFH).
It is not fixed as to when they are OFF or WFH, so may be either on any day of the week.  They use same method to login (WDE).
Normal routing is skill based and targets both location agents (they share call skill and site skill).
The problem scenario is if the OFF agents experience a site emergency and have to leave their workstations.  In our current routing, the site is placed into emergency mode and genesys routing no longer targets ANY agent with the skills (so takes out the WFH agents as well).  If there are no other agents with target skill in another site, the call is diverted to an announcement and disconnected.

What options do we have to resolve this scenario? Without manual intervention preferably. Also i dont think genesys is able to determine if agent is OFF and WFH based on how they login.  Could we use WDE to do this? if documented, any links to genesys docs that provide more info?
Or what have others done in this same situation.

We use SIP v81/GVPv85/WDEv85/URSv8.1/SSv8.5/IRD.
hope it makes sense.
thank you!

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Genesys CTI Technical Discussion / Re: Getting Total Trunks with Genesys API
« Last post by nonny on October 24, 2024, 06:55:18 PM »
An old thread but you may have to build this up by first getting the list of all trunks then a for:each type loop on them incrementing a count when  state = active.
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