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    Pavol Procka
    Chats through the Genesys Media Bar
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat 
    181 Views, 14 Comments
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

    Version:
    18A

    Comment

     

    • Andrew Wooster

      Do you have the Universal Queue setup to route the chats to a Genesys workgroup and do the agents have ACD Media II Genesys licenses with chat enabled (or ACD Media I license with chat selected)?

    • Pavol Procka

      Hi Andrew,

       

      that is a yes and a yes here.

      The info above is from the Genesys technician, but he would not know where it needs to be set :)

    • Andrew Wooster

      What version of PureConnect are you running?

    • Pavol Procka

      CIC 2018 R1 Patch5

      OSvC 18A

    • Andrew Wooster

      We currently don't do chat through Genesys, we keep it in Oracle, but I have setup chat to run through Genesys in our dev environment. When I did this I did not have to set the categories that you are mentioning.  We are running 2016 R3 P12.  I would suggest asking this same question on the Genesys community forum, there will be more people there that could help with this.

    • Pavol Procka

      Thanks for your effort Andrew... posted on Genesys as well now (should have though about it myself :) ).

    • Pavol Procka

      well, as far as we are aware we also did not have to set the categories anywhere... it is what the Genesys technician said when he checked our logs :)

    • Andrew Wooster

      That's interesting, I don't remember seeing anything in the documentation about having to set Categories.  We are going to be upgrading to 2018 R3 early next year, so I am curious to know the resolution here as well.

    • Pavol Procka

      will post here if I get the answer :)

    • Pavol Procka

      btw, you might also be interested in this: https://cloudcustomerconnect.oracle.com/posts/6f2b718f0c

      Also don't remember seeing anything about it in the documentation :)

    • Andrew Wooster

      We've been using the PureConnect integration for several years now, so I'm fairly knowledgeable on the subject, its just sometimes hard finding other people who are also using the integration.  Always glad to see other questions comments on this topic, nice to see other people using it.

      • Robert North

        Hello Andrew,

        I'm looking at implementing the PureConnect Media Bar, what's your opinion of the integration? I would be grateful for any insight into it's pros & cons.

        https://cloudcustomerconnect.oracle.com/posts/9efb296f85

        Many Thanks, Rob

        • Andrew Wooster

          We like it and have been using it for 5+ years now.  Being able to automatically search the Oracle DB for the customer by ANI and either automatically creating an Incident with the Contact assigned (if they were found) or popping the Contact workspace definitely improves handle time.  We also implemented an IVR menu and through the custom screen pop, I set which IVR menu option the customer selected to a custom field drop-down which further helps the agents to understand why the customer is calling.  We never used the integration to route Incidents or Chats because we felt the Service Cloud did a "good enough" job routing these.

          Let me know if you want to talk directly to discuss the capabilities of the integration.

    • Pavol Procka

      Also, I apologize if I do not reply during the next week as I will not be in the office.