agent

September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
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July 22, 2016

Communicate

  • Toll-free number porting into Genesys Cloud Voice

Contact center

  • Callback routing
  • ACD-routed preview calls
  • User Status Detail report
  • Japanese language support
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July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
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June 29, 2016

Collaborate

  • Improvements to Documents dashboard

Communicate

  • Support for Polycom VVX 101 and 201 phones

Contact center

  • Utilization option for non-ACD calls
  • Change to the way that Genesys Cloud ACD assigns agents to interactions
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June 8, 2016

Genesys Cloud Platform

  • Help panel

Engage

  • Queue activation permission
  • Custom interaction details for web chats
  • Agent alias for web chats
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