telephony
Communicate
Contact center
- Administrator control of recalls
- Campaign rule condition based on number of agents
- Campaign rule action for changing the dialing mode
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Platform
- Admin UI
- Genesys Cloud community
Communicate
- Order management for number ports
Contact center
- Permissions required to manage and assign roles
Integrations
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Platform
Communicate
- Recording of external transfers
Contact center
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Platform
- Removal of credit card numbers from chat interactions
Communicate
- Genesys Cloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
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Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
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Communicate
- Global phone provisioning service
- Telephony network topology map
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Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
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Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
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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
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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
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Communicate
- Trunk PCAP retrieval
- Station auto-conference
- Audio export
Contact center
- Dependency tracking for Architect
- Action, Menu, and Task Numbering
- New Languages Available for IVR
- Norwegian localization
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Platform
- New support workflow for Genesys Cloud Pro+ organizations
Collaborate
- New UI for profile setup
- Ability to open video chats in pop-out window
Contact center and Communicate
- Group ring
- Ability to copy interactions through the Agent UI
Integrations
- Single Sign On support for Okta
- Single Sign On support for SFDC
- Improvements to Genesys Cloud for Salesforce
- Salesforce Data Dip Connector is now available in East Asia (Japan) region
- Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
- Web Services Data Dip Connector is now available in East Asia (Japan) region
- Zendesk Data Dip Connector is now available in East Asia (Japan) region
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Communicate
Contact center
- Agent utilization can now be configured
- Pre-call rule to dial a record in Preview Mode
- Caller ID (ANI) Enhancements
Integrations
- Genesys Cloud for Salesforce updates
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Collaborate
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
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Communicate
- Genesys Cloud Edge automatic updates and scheduling
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