March 7, 2018


Contact center

Inbound SMS message routing

Administrators and contact center managers can now provision SMS numbers and create inbound message flows. This feature allows customers to send SMS messages that route to agents via ACD. For more information, see About ACD messages. To enable this feature, contact your designated Customer Success Manager or email CloudSales@genesys.com.

Compliance abandon settings for campaigns

Outbound administrators can now configure compliance abandon settings for all campaigns in an organization. The first setting changes the compliance abandon threshold (in seconds). The second setting changes the group of calls subject to the compliance abandon rate calculation. For more information, see Outbound settings and Outbound abandoned calls.

Blind and consult transfer script actions

Script designers can now use blind and consult transfer actions in scripts so that agents do not have to remember transfer numbers. For more information, see Available script actions.