List of the Genesys Cloud release notes that include the phones release notes' tag.
July 19, 2023

Communicate

  • Polycom Zero Touch Provisioning
  • Specify a Canadian address as a remote emergency address

Contact center

  • Collaborate chat quick access for recent chat messages
  • Real-time Interactions data export

Integrations

  • Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

  • Suppress call recordings during IVR flow and in-queue segments

View details

June 14, 2023

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Drill down to dashboard performance views
  • Real time alerting based on agent’s after call work duration
  • Improved dashboard create and edit options
  • Show or hide top viewed articles in Support Center
  • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

  • Resource Center improvements
  • Telephony Extensions now support Divisions

Deprecations and announcements

  • Legacy alerting system deprecation
  • External Contact directory pages external organization logo removal

View details

May 24, 2023

Communicate

  • Message Waiting Indicator improvements

Contact Center

  • Improved voice transcription accuracy for English language regions
  • Gamification metrics creation workflow improvements
  • Enhance predictive routing accuracy with participant data
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

  • Support for JSON format output in trigger notifications
  • Trigger creation support for user activity topic

Deprecations and announcements

  • JourneyCustomer cookie ID from GDPR API subjects response deprecation
  • LiveNow permission change

View details

February 22, 2023

Communicate

  • Require the WebRTC Media Helper
  • WebHID technology for Jabra headsets re-enablement

Contact center

  • Improved interval granularity for a specific time span during performance metrics exports
  • Improved module scheduling
  • Scorecard tab improvements in the agent activity view

Deprecations and announcements

  • journeyCustomer cookie id from GDPR API subjects response deprecation
  • Customer journey tab replacement
  • Genesys legacy Dialog Engine deprecation
  • Knowledge workbench V1 deprecation

View details

December 14, 2022

Communicate

  • WebHID technology for Jabra headsets
  • Telephony administrator user interface updates

Contact center

  • Genesys Agent Assist available in Genesys Cloud Embedded Clients
  • Import and export knowledge base articles in additional formats
  • No input timeout settings in Genesys Digital Bot Flows
  • Call digital bot flows from Architect in-queue message flows
  • Sentiment data in Agent Queue Detail and Queue Agent Detail views
  • Topic spotting improvement
  • Japanese programs, topics, and phrases support
  • Usability improvements to messaging and email in the Transcript tab
  • Genesys Cloud forecasting user interface updates

Deprecations and announcements

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion

View details

June 29, 2022

Platform

  • Automatically log out inactive users

Communicate

  • Introducing Global Media Fabric
  • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
  • New Poly CCX supported phones

Contact center

  • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
  • Improved module assignment workflow
  • Adjust wrap-up codes and notes using the API

View details

February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API

View details

December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance

View details

March 1, 2017

Communicate

  • Phone redundancy

Contact center

  • Administrator control of recalls
  • Campaign rule condition based on number of agents
  • Campaign rule action for changing the dialing mode

View details

February 15, 2017

Communicate

  • Automated management of phone firmware

Contact center

  • Visual work plans

View details

January 25, 2017

Communicate

  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports

View details

November 16, 2016

Communicate

  • Global phone provisioning service
  • Telephony network topology map

View details

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit

View details

September 19, 2016

Communicate

  • Genesys Cloud web-based (WebRTC) phone

Integrations

  • Web-based phone support for Genesys Cloud for Salesforce
  • Web-based phone support for Genesys Cloud for Zendesk

View details

July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option

View details

July 6, 2016

Communicate

  • Support for Polycom RealPresence Trio 880 phone

Contact center

  • Play Estimated Wait Time action
  • Play Position in Queue action

View details

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

View details

May 25, 2016

Collaborate

  • Thumbnail image support for additional document types

Communicate

  • Model-specific metabases for Polycom and AudioCodes phones

Contact center

  • Brazilian-Portuguese language support
  • Chat and email metrics added to queue reports

Integrations

  • Verint WFM historical and Verint WFM RTA

View details

May 18, 2016

Platform

  • Changes to default password requirements

Communicate

  • Telephony trunk configuration enhancements
  • Change to trunk number format
  • Additional AudioCodes support

Integrations

  • Genesys Cloud for Salesforce enhancements
  • Genesys Cloud for Zendesk enhancements
  • Bridge Server enhancements

View details

December 25, 2015

Communicate

  • New Standalone phone functionality
  • Ability to reboot phones remotely

View details