Communicate

Genesys Cloud Media Tier and Premises Edge appliances now support the Release Link Transfer operation (outbound SIP REFER). This feature enables agents to transfer a call from one external party to another external party, removing it from the Genesys Cloud trunk service. It requires Edge and Media Tier version 1.0.0.7882 or later. For more information, see the Protocol section of External trunk settings.

Contact center

Conversation detail records enhancement in Analytics API

Developers can now filter conversation detail records by all timer and counter conversation metrics. These metrics also now appear in the API response. Previously, the conversation detail records only supported a subset of metrics. For more information, see Analytics overview in the Developer Center.

Deprecations

Social channel management deprecation

Starting July 10, 2019, Genesys will remove the social channel management feature. For more information, see Deprecation: Social channel management.