Release notes for Genesys Cloud for Microsoft Teams
This article describes all Genesys Cloud for Microsoft Team releases. For more information, see About Genesys Cloud for Microsoft Teams.
Coming soon!
These features are described in our documentation but are not yet generally available.
- Agent-level transfer permissions
Administrators can now have granular control over agent transfer capabilities during an interaction using the new permissions: Manage transfer permissions for agents, Blind transfer an interaction, and Consult transfer a call.
March 31, 2025
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Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
November 11 2024
- Keyboard support for DTMF input in the embedded client
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.
September 23 2024
- Persistent agent settings on the server side
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.
April 22, 2024
- Headset call control buttons
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.
March 18, 2024
- Run the WebRTC diagnostic app
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.
February 28, 2024
- Specify queue in scheduled callbacks
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.
January 31, 2024
- Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Add Genesys Cloud for Microsoft Teams app.
December 6, 2023
- Callback auto dial and auto disconnect
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.
October 4, 2023
- Ringtone selection for call alerts
Agents can now select ringtones for their call alerts: Configure notifications.
June 21, 2023
- Auto answer enabled digital interactions
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.
August 10, 2022
- Americas (Sao Paulo) region
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
July 27, 2022
- Initial release of Genesys Cloud for Microsoft Teams. Includes support for call controls, agent statuses, call attributes, click-to-dial, and after-call work of wrap-up categories.
