Communicate

Forward a voicemail

Users can now forward a voicemail to another individual or group in Genesys Cloud and optionally include a note about the voicemail. Genesys Cloud voicemail recipients receive an inbox icon to indicate the forwarding party. For more information, see Forward a voicemail. 

Local site routing for Edge groups

Local site routing improves call routing and Edge utilization for multi-site implementations. When possible, the system routes calls through local, same site Edges to save bandwidth and reduce latency. For more information, see Edge groups.

Contact center

Disable answering machine detection in call analysis responses

Outbound administrators can now disable answering machine detection in a campaign’s call analysis response. When the call connects, the system transfers it without evaluating for a machine. For more information, see Create a call analysis response.