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By clicking on the icons on this page you will find more frequently asked questions and the corresponding answers. If you have further questions, we can also be reached by e-mail and telephone and will be happy to help you.
shortyDings allows to control calls and agent state by assigning commands to keyboard shortcuts (hotkeys). This means the Genesys Cloud can be controlled without having to use the mouse to find and click a button for each command. This works even if the browser window is not visible or in the background. Agents can work in their CRM application and receive, forward and complete calls without switching to the Genesys Cloud interface. This results in higher efficiency, accessibility and user-friendliness in processing interactions and puts your service to another level.
shortyDings +[assist] does not only allow to control calls and agent state by assigning commands to keyboard shortcuts (hotkeys), but also gives input confirmation feedback of the called command via TextToSpeech output (TTS). TTS can be freely configured by the user for each command and shortcut. This results in greater accessibility and freedom from barriers when working with Genesys Cloud and thus offers the possibility to use Genesys Cloud as a workstation for visually impaired people.
Another advantage of shortyDings +[assist] when working with Genesys Cloud is, that even if the application itself is not visible (in the background), the shortcuts can be used. Agents can for example, work in their CRM application and receive, forward and complete calls including wrap-up codes without switching to the Genesys Cloud interface. This means you can control the Genesys Cloud without having to use the mouse to find and click a button for each command. This is very efficient and saves plenty of time.
Currently shortyDings cannot answer calls properly.
We provide a few workaround solutions temporarily. Technically, the Genesys API provides us with the ability to answer a call. However, depending on the endpoint used, this is not possible in most cases. Unfortunately, the built-in WebRTC phone cannot be answered via the API. We are working with Genesys on a solution for this....
- Enable the auto-answer feature
- Use the dingsConnector Chrome Extension V.:2.0.2
- Please contact us for this - firstname.lastname@example.org