Hi Nuttapong, In the Trunk config, you can set the default "FROM", its don't dynamically or you can use AudioCodes for manipulation to headers. I prefer to stay in this configuration in SBC every time. Att, ------------------------------ Breno ...

Hi Jan We are using web messaging. That's frustrating. I can't find anything to suggest this will be implemented or announced though. ------------------------------ Toby King Allianz Insurance ------------------------------

Hey all I've read through the Resource Centre article comparing Answered and Handled interactions , however, I'm struggling to equate this to emails, specifically emails which have been threaded. I'm trying to equate Waiting Interactions with a ...

Hey fellow WEMers, In line with our WEMAI month check out the latest Tech Talk in 20 focusing on Generative AI, employee experience tech and CX evolution Click on the link and listen! #WorkforceManagement ------------------------------ ...

I have a handful of uses that utilize the inside Genesys out of office feature. They report that upon returning and switching the toggle off they cannot receive direct user calls (queue interactions are fine) and that they loosed the sound profile and ...

Hello Toby, Are you using Web Messaging? In that case it doesn't have any notification for the customer when the agent writes a message, which can cause problems when the chat window is minimized. You could write a custom script for the website ...

Yes, that same flow handles all calls that end up in voicemail. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

Hi, Using skill expression group on queue is also interesting. For exemple : a queue 'sales' requiring 'sales' skill can be populate with skill expression group (sales >=0). And you don't have to add/remove each agent. They just need to have 'sales' ...

We have recently moved onto Genesys CX from the old Bold platform and whilst the initial feedback has been good we have had reports that customers are not getting a notification when our agents have sent them a message which is causing some issues with ...

Hey WEM Family! Check this post out!!!!!! I'm not eligible to win (Boooooooo) but it's too good a prize to not share........... We're excited to announce the launch of our " Your Voice, Your GKN: Share and Win! " contest, exclusively for community ...