Genesys Cloud - June 30, 2021

Communicate

Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

As of June 30, 2021, the US Federal Communications Commission (FCC) mandated a new robocall mitigation framework known as STIR/SHAKEN (Secure Telephone Identity Revisited/Signature-based Handling of Asserted Information Using toKENs). Genesys is working internally and in concert with our carrier partners to meet FCC requirements for the STIR/SHAKEN mandate. For more information, see Genesys Cloud support of the STIR/SHAKEN mandate. This feature has no restriction by user or required user to access.

Contact center

Use Architect prompts in Google Dialogflow bots

Administrators and flow authors can now create and use Architect prompts with Google Dialogflow bots, instead of text-to-speech (TTS). Administrators can leverage established Dialogflow prompts by pre-recording them and then storing them in Architect. This feature eliminates the cost of rendering TTS each time that the bot flow calls a prompt. For more information, see Use Architect prompts in Google Dialogflow bots. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Platform

Virtual Desktop Infrastructure 

As part of our security improvement efforts, Genesys Cloud is adopting the Virtual Desktop Infrastructure (VDI) to limit the possibility of customer data exfiltration from our cloud environment. Customers do not need to take any action as we recommend adapt to the new functionality. However, customers may experience small differences in Customer Care and Support interactions, for example, reduced access to sharing log samples from within Genesys Cloud, reduction in log retention timers to remain fully compliant, and a slight increase in investigation times. Genesys Cloud now uses VDI tooling in the US East, US West, EU Frankfurt, EU Ireland, EU London, and Asia Pacific (Sydney) regions. Remaining region adoption follows later this year. This feature has no restriction by user or required user to access.

Deprecations

Journey Reporting Service decommission

Starting July 28, 2021, developers can no longer use the Journey Reporting Service endpoints. Developers that use these endpoints must migrate to the Analytics API endpoint before the decommission date. For more information, see Deprecation: Journey Reporting Service. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Genesys Cloud Ruby SDK deprecation 

To complete the Genesys Cloud Ruby Platform SDK deprecation, on June 30, 2021, Genesys removed the Ruby SDK documentation and ancillary Ruby SDK resources from the Developer Center. The source code is archived at GitHub. It will remain in place, with no support, warranty, or updates, unless a removal notice is issued in the future. For more information, see Deprecation: Genesys Cloud Ruby SDK. This feature has no restriction by user or required user to access.