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71
Genesys CTI Technical Discussion / Re: Prioritize rejected push-preview record
« Last post by genesyslearner on July 01, 2024, 06:31:55 AM »
Hi Cavagnaro,

Two different campaigns so that dialer filter and order by clause can make the records with this field at the top of buffer.

Are you suggesting same campaign and then ORDER by on two fields? we are testing this also this week.

Please share your thoughts if your question/suggestion was something else to go for?
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Genesys CTI Technical Discussion / Re: Prioritize rejected push-preview record
« Last post by cavagnaro on June 29, 2024, 03:32:35 PM »
Why two different campaigns?

Enviado de meu SM-S918B usando o Tapatalk

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Genesys CTI Technical Discussion / Re: Prioritize rejected push-preview record
« Last post by genesyslearner on June 28, 2024, 10:21:50 AM »
Hi Cavagnaro,

Thank you for the idea!

We tried this with a field (lets say Var1). Whenever reject happens, value is changed to 1 from 0 and then that record is put into different campaign based on dialing filter with ORDER BY clause.

But objection is that team does not want two different campaigns.
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Genesys CTI Technical Discussion / Re: Using Windows server core
« Last post by cavagnaro on June 27, 2024, 09:54:20 PM »
Not supported. You can test it
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Genesys CTI Technical Discussion / Re: Prioritize rejected push-preview record
« Last post by cavagnaro on June 26, 2024, 05:46:23 PM »
Well that is quite unique scenario...I would custom WDE that when the record is rejected it injects a UData and stores it to a field in the calling list maybe, then the dialing record filter would consider that field.
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Genesys CTI Technical Discussion / Re: Any way to pass a variable to CrmUrl and default_url WDE options?
« Last post by cavagnaro on June 20, 2024, 11:15:59 AM »
I think you have some custom development in place...there is no such option nor ability of WDE to open an URL by default...
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Genesys CTI Technical Discussion / Using Windows server core
« Last post by Nacimdz on June 20, 2024, 09:53:11 AM »
Hy guys, is it possible to install the genesys engage suite on windows sever core ?
I couldn't find any documentation on genesys website

Thk
78
Genesys CTI Technical Discussion / Prioritize rejected push-preview record
« Last post by genesyslearner on June 19, 2024, 02:13:55 PM »
Hi Experts,

We are brainstorming on a unique requirement where we would like to prioritize the rejected push-preview record on WDE.

Scenario:
We have an "AND" capacity rule between Voice & push-preview. In case, CCP is previewing a record and also gets a inbound call, CCP rejects the push-preview record so that it can be taken care by other CCP. But suppose after ending the inbound call, that rejected push-preview record is still hanging around in the campaign then we want to make sure that it is targeted to same agent who rejected it.

One solution we thought was of "Dialing filter" where we will have two campaign for same calling list. We will put rejected record in different campaign with higher priority and use last agent routing. Only downside is having two campaigns as it impacts the reporting calculations.

Is there any other way to achieve this?

Thank you so much in advance!

79
Genesys CTI Technical Discussion / Re: Filtering Recordings in Batch Jobs
« Last post by Kubig on June 19, 2024, 05:09:04 AM »
Hi Victor,

analytics data having its own dimensions which do not correlate with the specific APIs dimension/structure (Convresation API, Recordings API,etc.). So, you can filter by ANI within the segment as the query on GC site is executed on ConversationAPI and not on Analytics API. Within ConversationAPI the ANI attribute is in segment part as you expect
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Genesys CTI Technical Discussion / Re: Any way to pass a variable to CrmUrl and default_url WDE options?
« Last post by Gef Buneri on June 18, 2024, 11:46:02 PM »
Is the default CRM URL WDE opens when an interaction lands on the agent. The idea is to use an API to generate a URL that points to CRM's specific customer view. Those options are pre configured, so I was wondering if there's a way to pass that value from IRD.
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