Genesys Cloud FedRAMP region – November 11, 2024
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Enable UUI retrieval from outbound call responses
Administrators can now enable retrieval of User to User Information (UUI) in responses to outbound calls. This feature allows for the acquisition of UUI data from headers on responses to both inbound and outbound invites, or other dialogs, which makes UUI data available within Architect and allows for more flexible handling of call information. The support for bidirectional information exchanges helps improve the integration experience with third-party systems by enabling a complete exchange of information.
One of the following licenses:
- All licenses include this feature.
Read more:
Improved agent messaging interface
Genesys Cloud refreshed the agent messaging interface with improvements that provide a more user-friendly experience and a future-ready codebase. The updated interface maintains feature parity with the previous messaging and includes such key improvements as:
- Redesigned thread view: Provides a cleaner, more intuitive layout that helps agents navigate conversations more effectively.
- Dedicated send button: Allows agents to send messages with a single, easy-to-find button.
- Character counter: Displays remaining characters in real time, which helps agents manage message length and comply with any character restrictions.
- Message grouping: Organizes messages into easily viewable groups to make conversations more cohesive and readable.
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
Read more:
Keyboard support for DTMF input in embedded framework
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. Agents can enter DTMF signals, such to navigate phone menus or enter secure information, directly from their keyboard. 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. This feature is also beneficial for accessibility, making it easier for all agents to interact with automated phone systems.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Genesys Cloud Voice number management UI improvements
Genesys Cloud improved the look and feel of the Genesys Cloud Voice Number Management page. These updates include improvements to the appearance of form controls and tables and changing the name of the Orders tab to Port Requests. These improvements enhance usability and consistency across the platform. This feature does not affect existing functionality.
One of the following licenses:
- All licenses include this feature.
Read more:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
