Genesys Cloud - November 1, 2023

Important: Feature deployment schedule

Genesys is adjusting the regional deployment schedule for the release of new features. This week’s features will begin to deploy on Wednesday, November 1, 2023. All regions will have these features in production by the end of day on Friday, November 3, 2023 (8:00 p.m. ET/5:00 p.m. PT).

Employee productivity

Genesys Agent Assist on the CX platform for voice

Customers can now access Genesys Agent Assist on the CX platform for voice, including knowledge management and knowledge optimizer. This feature enables Genesys Agent Assist to transcribe and automatically surface knowledge during real-time voice conversations. For more information, see Genesys Agent Assist availability in Genesys Cloud licenses and About Genesys Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Self service and automation

Category and subcategory navigation in the knowledge portal

Administrators can now customize the category and subcategory display layout in the knowledge portal. This feature provides a detailed layout option that shows sidebar navigation for categories, and subcategories, and redesigned article lists to show additional information. For more information, see Display categories on the knowledge portal. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Deprecations and announcements

CIDR IP address range for cloud media services expansion

Genesys Cloud now includes a new CIDR IP address range for use in Genesys Cloud media services. Initially, only customers that configure media services in the upcoming media regions launches for UAE, Osaka, Zurich, and Singapore can obtain these addresses. On a future date, Genesys will release the Geo TURN media pool to include the addresses for all regions. For more information, see CIDR IP address range expansion for cloud media services in new regions. This feature has no restriction by user or required user to access.

Native LINE third-party messaging channel deprecation

On April 24, 2024, Genesys will discontinue support for the native LINE third-party messaging channel. The ability to create new LINE messaging integrations will be removed on November 29, 2023. Existing LINE integrations will continue to work through the End of Life date, April 24 2024. To continue using LINE messaging, customers can explore the AppFoundry solutions that offer LINE messaging capabilities integrated with Genesys Cloud. Customers can also choose to build their own connection to Genesys Cloud for LINE messaging using the Open Messaging API solutions. For more information see, About Open Messaging. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Mandatory SMS Registration Deadline: Toll Free Numbers

On May 18, 2022, Genesys announced that organizations with newly purchased United States and Canadian toll-free numbers must complete a Toll Free Messaging Verification registration form before they can use the numbers to send SMS messages. Organizations must submit this form by November 6, 2023, to avoid outbound message blocking that begins on November 8, 2023. To request a Toll Free Messaging Verification registration form, send an email to GenesyscloudSMS@genesys.com. For more information see Genesys Cloud support of toll-free messaging verification for the United States and Canada. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, 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.