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81
Genesys CTI Technical Discussion / retrieving queues for several agents in one API call
« Last post by victor on August 22, 2024, 07:19:43 AM »
Hi,

can you please tell me if there is a way to retrieve queues for a group of agents in one API request? I would like to create a list of agents and show attributes for all of them in one table. Is there a way to retrieve queues for each agent in one big API request? I do not see a straight-forward way to do it, and having trouble accepting Genesys, designed for very large deployments, would not have some way to retrieve information about large number of objects in one API request. Help!
82
Genesys CTI Technical Discussion / Re: Implementing a Self-Service IVR for Improved Customer Experience
« Last post by cavagnaro on August 13, 2024, 05:08:10 PM »
For that you can hire someone to act as a consultant. There are many topics on this and scenarios. Also, it is not a good thing to disclosure such complex topic on a forum. We can discuss ideas or issues you may have, but with your input. What you ask for is a project.

Enviado de meu SM-S918B usando o Tapatalk

83
Genesys CTI Technical Discussion / Implementing a Self-Service IVR for Improved Customer Experience
« Last post by fonadain on August 12, 2024, 12:37:58 PM »
Our organization is looking to enhance customer satisfaction by implementing a robust self-service IVR system. We're currently using [Genesys product, if applicable].

We're seeking advice on:

Best practices for IVR menu design and navigation
Effective use of speech recognition and natural language processing
Strategies for handling complex customer inquiries
Integration with CRM systems for personalized interactions
Metrics to measure [url=https://www.fonada.com/office-ivr-solutions/]IVR[/url] performance and customer satisfaction
We're interested in learning from other organizations' experiences and challenges. Any insights or recommendations would be greatly appreciated.
84
Genesys CTI Technical Discussion / reroouting the calls using triggers / data actions
« Last post by victor on August 07, 2024, 03:27:35 AM »
Hi, 

I have been working on using triggers to detect outbound calls that do not contain a queue. Loves triggers - it made things so much easier. Having said that, since there is no way to control the call within the trigger or in the workflow it calls, I was thinking about using data actions to redirect any outbound calls that lack the queue to an announcement stating to select a queue prior to dialing. Has anyone done call rerouting using triggers / data actions? Is there a simpler way to implement it?  I was able to do it pretty easily by a python code using API to monitor the calls and reroute them, but cannot figure a way to do it within Genesys. 
85
Genesys CTI Technical Discussion / Re: History of deleted agents
« Last post by gerang on July 18, 2024, 03:09:46 PM »
Hi hsujdik (or Jush ?) how are you ?

Thank you for your answer, I confirm this is exactly what we needed :)

Regards, Gerang
86
Genesys CTI Technical Discussion / Re: History of deleted agents
« Last post by hsujdik on July 17, 2024, 08:34:11 PM »
Hi, gerang,

If you have Genesys Info Mart, you can check the table "GIDB_GC_AGENT" where STATE = 2 (which means disabled)
On that table, you will have a column called LastChange, which informs when the last change was done to that agent.
87
Genesys CTI Technical Discussion / Re: History of deleted agents
« Last post by gerang on July 17, 2024, 01:22:43 PM »
Hi, sorry for upping that very old subject. We are using Genesys 8.5 and we are used to disable agents that are gone, mainly for reactivation if they come back or for historical reporting. We now have lots of disabled agents and we are wondering how we could delete agents disabled since 2 years ago for example. All agents are not in our WFM and no log are archived so long so do you know if it is possible in database or another way to get that information ?

Regards, Gerang
88
Genesys CTI Technical Discussion / What will be our alternatives on Genesys's out of support on premise apps?
« Last post by blanco on July 09, 2024, 12:17:32 PM »
As people in the Genesys world, you must have heard that Genesys announced withdrawing support from on premise applications as of 31.12.2028. Instead, he recommends that we make plans to move to the cloud. First of all, from what I heard from the field, there were a lot of negative comments about this decision. Does Genesys really think that it will not lose customers with this decision or is it taking action considering this loss? I work in the finance sector, so we are far from the idea of ​​moving to the Cloud.  I am researching what alternative solution we can use. Genesys really consists of many layers and architectures. It is not that easy to analyze, cost, develop and replace in-house applications. Do you have any plans to cancel this decision of Genesys or postpone it for a few more years beyond 2028? I am examining open source CTI applications, especially Asterisk. I am researching whether they are strong and flexible enough to replace Genesys. If you are in a similar situation to me, I expect you to brainstorm together and share your ideas.
89
Genesys CTI Technical Discussion / Re: SSO or Sigle Sign On with Active Directory
« Last post by genesyslearner on July 08, 2024, 06:29:58 AM »
Hi Kubig,

1. When i installed krb5-1.21, kadmin is not installed as i am unable to find below path:

    cd /usr/local/bin/krb5-testinst/bin/kadmin

2. when i followed the below step as documented, it blocked my access to linux server:
    fter executing make install, add the /usr/local/lib path to the /etc/ld.so.conf file.
    Run /sbin/ldconfig.
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Genesys CTI Technical Discussion / Re: SSO or Sigle Sign On with Active Directory
« Last post by Kubig on July 02, 2024, 10:31:00 AM »
What exactly is not clear on that? Keytab generation as well as the KRB configuration is described quite well there.
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