Feature Behaviors

Features in InGenius with expected behaviors that require further explanation are listed below:

 

Feature

Expected Behavior

Authentication

In response to Chrome's changed restrictions towards third-party cookies, an authentication pop-up will briefly appear as part of the process of verifying a user's identity. This authentication process is seamless and should require no further input from the user:

  • When the InGenius application loads, the authentication process will start automatically. A small pop-up will appear and close on its own:

    Note: The authenticator may fail if the user has pop-ups blocked on their browser. It is recommended that agents allow pop-ups on their browser.
InGenius UI

  • Dropdown menus within the InGenius call UI can be closed by clicking within the InGenius widget, as well as anywhere else on the browser page.

  • Dropdown menus within the InGenius call UI can only be closed by clicking within the InGenius widget.
Agent Login

  • The password field within the Omni-Channel UI is mandatory by default.

    Note: To change the password field to be optional or hidden, contact InGenius Support.

  • Agents will see a 'Launch Phone Login' button in their client UI, allowing them to see whether they have logged into their phone.

    • The Genesys Cloud login pop-up is opened on clicking the 'Launch Phone Login' button.

    • If the agent is already logged into their Genesys Cloud web URL, the pop-up is logged in automatically without entering credentials.

    • If the agent is not logged in, they will be asked for their credentials.
Integrated Call Recording & Playback

  • Only ACD recordings are available for playback in SCV

  • Agents must be given access to view call recordings within Salesforce in order to see playback controls.
Advanced Contact Search

  • The priority of the search returns queues first, then users, and lastly contacts

  • Returns a maximum of 50 results

  • For contacts with multiple numbers, the number returned is the first one returned by Genesys

  • Partial searches will only return results that start with the search entry (i.e searching for "Aj" will return "Ajay", but not "Raj")

  • A user's extension number can be searched for

  • An agent's availability status is displayed next to their name in a search:

    • Available agents will appear as available (green status).

    • Agents that are on a call or ACW will appear as busy (orange status).

    • Agents that are offline will appear as offline (grey status).

      Note: For agents with multiple lines, this status will only reflect their main line (or the one they are logged into InGenius with).
Inbound Calls

Inbound calls from agents will populate the to/from fields of the call by picking the best match from the fields listed below.

  • For the receiving agent:

    1. Agent's extension — "To" will be populated using the agent's phone extension if available.

    2. The trunk number on the call.

    3. Agent's Salesforce user name — this will match the agent's login user name.

    4. Agent's Genesys user name — this will match the agent's Genesys login user name.

    5. "Unknown" — if none of the other fields above are available.

  • For the calling agent:

    1. Agent's extension — "From" will be populated using the agent's phone extension if available.

    2. Agent's Genesys user name — this will match the agent's Genesys login user name.

    3. "Unknown" — if none of the other fields above are available.
Licensing

  • All users inside of a licensed managed group will be allocated a license if one is available.

  • If a user is removed from a contact center, they are also removed from the managed group and their license is freed.

    Note: The number of users that appear under "Assigned to managed groups" will update its count after the admin page is refreshed, or the Users page is revisited.
Outbound Campaign Dialing

  • Supports Progressive, Predicitive, and Power dialing modes only.

  • Supports Progressive and Predictive dialing modes only.
Queued Callback

  • When a callback is received, the call will be identified by the Salesforce user's email as opposed to a phone number. This is intended Salesforce behavior.

  • An agent will go into a "Not Ready" state by default if a callback request is not answered.

  • An agent that manually changes their state to "Not Ready" will cancel a pending callback.
Two-Way Agent Presence Status Syncing

  • If a specific telephony state does not have a corresponding Omni presence mapping configured, the Omni presence state will not change when that state changes.

    Note: Due to limitations with Salesforce, Omni presence will not be able to change once an agent receives the notification for a call.

  • During a call, agents will remain in the presence status mapped to the 'Idle' routing status.

  • When entering ACW, agents will be moved to the Omni-Channel presence mapped to the 'interacting' routing status.

  • After a call is completed, agents will be returned to the Omni-Channel state they had before the call.

  • After a missed call, agents will be moved to the Omni-Channel presence mapped to the 'not responding' routing status.

  • After a rejected call, agents will be moved to the Omni-Channel presence mapped to the 'not responding' routing status.

  • If a previous state cannot be determined, agents will be set to the Omni-Channel status labeled (default) in the mapping table.

  • If no mapping is configured at all, you will receive an error: "We can't update your status.  Try again later."
Omni-Channel Supervisor

  • Supervisors won't appear as a participant of the call to the agent.

  • When using listen-in, the supervisor can hear both internal and external parties, but cannot speak.

  • When using coach, supervisors can speak to the internal agent, but the external party cannot hear the supervisor speak. When using barge, supervisors can intervene on the call and speak to the agent and the external user.

    Note: Salesforce Omni-Channel Supervisor will refer to barge, which is unsupported by Genesys Cloud. 'Coach' is provided instead.
Omni-Channel

  • Omni-Channel status change button is enabled for agents during an active call.

  • Admins can determine what statuses are available for agents to choose.

  • Choosing 'Offline' while on an active call will send a pop up alert to end the call.

  • Choosing 'Not Responding' or 'Interacting' while on an active call will prompt an error message and revert the status to Available after the call ends.

  • With the above exceptions, an agent will retain the status they have set during an active call after the call ends.
Remember My Selection

  • On the Genesys Cloud pop up after logging in, there is an option to "remember my selection". Selecting this will mean that your chosen outbound queue selection will remain across sessions.

  • This setting is not maintained across browsers or devices.

  • Leaving this option unselected will require an outbound queue selection every log in.

  • If the selected queue is removed by an admin, the "Remember my selection" box is unchecked
Multiline

  • 'extension' must be set to 'required' in the Admin App advanced setting as detailed here.

  • Agents can select their primary outbound line from within the Omni-Channel UI.

  • When starting a monitor, the agent will be asked to select a default extension that their state will be set on.

  • Calls can be answered on any extension.

  • The dropdown selection indicates the extension outgoing calls will be made on.

  • If only one extension is available, these additional setting will not be displayed.

  • Due to SCV limitations, shared lines are not supported.
Work Mode Selection

  • Instead of manually typing in their work mode selection, when starting a monitor in Genesys Engage, users may select their preferred work mode from a dropdown selection.

  • This option can be configured by an administrator through the Admin App, in the telephony profile.

  • Admins can select from 5 options to be made available to agents:
Personal Voicemail Display

  • To enable this feature, an 'InGenius Voicemail' component must be selected and an option checked in the Contact Center settings.

  • Agents will receive voicemail alerts when receiving voicemails from direct extension, consult, and transfer calls. (Non-ACD voicemails only)

  • Agents will see a toast notification when receiving a new voicemail while logged into Salesforce and their telephony system.

  • An indicator in the Omni-Channel UI displays the number of new and saved voicemails.
Auto-Decline

  • When an agent's call is declined and they are not redirected to voicemail, an error notification will appear to inform the calling agent that their call has been declined.

  • When an agent attempts to add a participant and the call is rejected, an error notification will appear.

  • When an agent attempts to add a participant and the call is rejected, it will continue to ring for the caller until they are redirected to voicemail.

  • If an agent is called while they are already on a call, or in ACW, the call will be automatically declined and the error notification will appear.

  • If an agent is called while they are already on a call, it will continue to ring for the caller until they are redirected to voicemail.

  • When a transferred call is auto-declined, the call is then handled according to how your phone system is configured.

  • When a transferred call is auto-declined, it will continue to ring for the caller until they are redirected to voicemail.

  • When a queued call is auto-declined, it will continue to ring for the caller until they are returned to the IVR.

  • When a queued call is auto-declined, the caller is returned to the IVR.

  • This feature is on by default for new telephony provider profiles. If you wish to turn off this setting, contact InGenius Support (ingenius-support@uplandsoftware.com) to help adjust your advanced configuration options.

  • The VCR page must be modified to include the InGenius Error Banner component if it has not been added already. Follow the instructions here.