Genesys Cloud - September 1, 2021

Collaborate

Genesys Cloud changed the URL for the content management file sharing link from apps.mypurecloud.com to contentmanagement.mypurecloud.com. The new URL is available when business users choose to share a file with others. Users can still access existing shared files that use the old URL. For more information, see Share a file. This feature has no restriction by user or required user to access.

Communicate

SRV record support for TLS for BYOC Cloud trunks

Genesys Cloud now supports SRV records for TLS for BYOC Cloud trunks. Implementations that use FQDN (Fully Qualified Domain Name) as the inbound SIP INVITES format to configure inbound SIP routing for a BYOC Cloud trunk can take advantage of this feature. For more information, see TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.

Contact center

Assign Google Dialogflow bot events for canceled interactions

Administrators can now assign events for a Google Dialogflow bot to follow up when a caller wants to cancel the interaction. This feature improves bot behavior and customizes the experience for the caller. For more information, see Configure Google Dialogflow intent behavior when the caller says cancel. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support

Programs, topics, and phrases support is now available for France French (fr-FR), Canadian French (fr-CA), Italian (it-IT), German (de-DE) and Brazilian Portuguese (pt-BT). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.

Email reply enhancement

Agents can now either reply to all or reply to the original sender in email interactions. Previously, agent email responses went to all recipients; now agents can choose to reply solely to the sender. For more information, see Reply to an email message interaction. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Platform

Cape Town Africa satellite region deployment

Genesys will add the Cape Town Africa (af-south-1) satellite region to its Genesys Cloud deployment on October 20, 2021. The new satellite region deployment will improve WebRTC media communications for organizations located in Africa by hosting TURN servers with IP addresses in the af-south-1 region. Customers located in Africa that use the Force TURN feature should configure their firewalls to allow access to the new IP addresses before October 20, 2021, when the new IP addresses become active. For more information, see the Africa section of Use the Force TURN feature. This feature has no restriction by user or required user to access.

Assign schedules, schedule groups, and call routing objects within divisions

The access control feature now includes the ability to categorize schedules, schedule groups, and call routing objects in division assignment. Divisions allow administrators to apply more granular permissions to a set of objects, giving them greater control over which users have access to view, edit, create, and delete these configuration objects. For more information, see About access control and Access control configuration objects. This feature has no restriction by user or required user to access.

Standardized client SDK logging and configuration

Genesys updated all client SDK libraries, except for Ruby and IOS, to standardize SDK logging and configuration using a configuration file. This effort is a first step in providing a standardized feature set for all Genesys Cloud SDKs. For more information, see Genesys Cloud SDK Configuration and Logging in the Developer Center. This feature has no restriction by user or required user to access.

Deprecations

API endpoint change for supported topic spotting dialects

On December 8, 2021, Genesys will replace the endpoint used to retrieve the supported topic spotting dialects list. For more information, see API endpoint change for supported topic spotting dialects. This feature requires the following subscription: Genesys Cloud User 3.