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Created page with "{{ComponentRN |ComponentId=e6de2642-136b-4d94-ac3f-724e317bcbc8 |JQL=project = ges AND Sprint = 10149 AND type != test AND labels = needs-release-note ORDER BY status DESC |De..."

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{{ComponentRN
|ComponentId=e6de2642-136b-4d94-ac3f-724e317bcbc8
|JQL=project = ges AND Sprint = 10149 AND type != test AND labels = needs-release-note ORDER BY status DESC
|DeploymentTypeId=ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
|ReleaseDate=2022-08-11
|Highlight=*The openFor API has new input and output parameters.
*The Callback Create API has new optional parameters.
*There is a new value, <tt>mode4</tt>, that you can use with the EstimatedWaitTime API '''mode''' parameter.
*You can now see your customer site name or '''Environment''' beside your user name in the Callback UI.
}}
{{Issue
|TicketNumber=GES-3026
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Optional parameters have been added to Callback Create API:* *checkWithinImmediateOfferTime* (boolean, default=false): If this parameter is set to true and the callback being requested is an immediate callback, the callback can only be created if this is within immediate offer time. If this parameter is set to false, immediate callbacks are always allowed regardless of the current time of day, as in prior releases.* *checkImmediateEnabled* (boolean, default=false): If this parameter is set to true and the callback being requested is an immediate callback, the callback can only be created if “Immediate Enabled” is set to true for the Callback Service in CALLBACK_SETTINGS in Designer. If this parameter is set to false, the value of “Immediate Enabled” is ignored, as in prior releases.* *checkScheduledEnabled* (boolean, default=false): If this parameter is set to true and the callback being requested is a scheduled callback, the callback can only be created if “Scheduled Enabled” is set to true for the Callback Service in CALLBACK_SETTINGS in Designer. If this parameter is set to false, the value of “Scheduled Enabled” is ignored, as in prior releases.
|LocalContent=Genesys has added the following optional parameters to the Callback Create API:
 
{{{!}} class="wikitable"
!Optional parameter
!Type
!Description
{{!}}-
{{!}}'''checkWithinImmediateOfferTime'''
{{!}}boolean, default=<tt>false</tt>
{{!}}When <tt>true</tt>, and the callback being requested is an Immediate callback, the callback is created only if the current time is within the Immediate offer time. If the value of '''checkWithinImmediateOfferTime''' is <tt>false</tt>, Immediate callbacks are always allowed, regardless of the current time of day, as in prior releases.
{{!}}-
{{!}}'''checkImmediateEnabled'''
{{!}}boolean, default=<tt>false</tt>
{{!}}When <tt>true</tt>, and the callback being requested is an Immediate callback, the callback is created only if '''Immediate Enabled1''' is set to <tt>true</tt> for the callback virtual queue. If the value of '''checkImmediateEnabled''' is <tt>false</tt>, Callback ignores the value of '''Immediate Enabled''', as in prior releases.
{{!}}-
{{!}}'''checkScheduledEnabled'''
{{!}}boolean, default=false
{{!}}When <tt>true</tt>, and the callback being requested is a Scheduled callback, the callback is created only if '''Scheduled Enabled1''' is set to <tt>true</tt> for the callback virtual queue. If the value of '''checkScheduledEnabled''' is <tt>false</tt>, Callback ignores the value of '''Scheduled Enabled''', as in prior releases.
{{!}}}
'''1''' You configure the parameters for the callback virtual queue in the CALLBACK_SETTINGS data table in Designer. 
}}
{{Issue
|TicketNumber=GES-3025
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=The *openFor API* is updated with the following input and output parameters:* New input parameters:** *queryImmediateOfferHours* (boolean, default=false): If this parameter is set to true, and if there is an “Immediate Offer Hours” configured for the Callback Service in CALLBACK_SETTINGS, return the number of seconds before the end of the business day for “Immediate Offer Hours” in addition to “Business Hours” of the Callback Service. Adds new output *immediateOfferHoursOpenFor* to the API response (see below). If this parameter is set to false, *immediateOfferHoursOpenFor* is not included in the API response.** *returnWithinImmediateOfferTime* (boolean, default=false): If this parameter is set to true, adds new output *isWithinImmediateOfferTime* to the API response (see below) based on whether immediate callbacks should be offered based on “Immediate Offer Hours,” “Business Hours,” “Immediate Blackout (minutes),” and the current estimated wait time. If this parameter is set to false, *isWithinImmediateOfferTime* is not included in the API response.** *checkImmediateEnabled* (boolean, default=false): If this parameter is set to true, adds new output *isImmediateEnabled* to the API response (see below). If this parameter is set to false, *isImmediateEnabled* is not included in the API response.* New output parameters:** *immediateOfferHoursOpenFor* (integer): _Only returned if queryImmediateOfferHours is set to true in the API request_*_._* If “Immediate Offer Hours” is not configured for the Callback Service in CALLBACK_SETTINGS, returns -1. If “Immediate Offer Hours” is configured for the Callback Service, and it is outside of the office hours of “Immediate Offer Hours,” return 0. If “Immediate Offer Hours” is configured and it is within the office hours of “Immediate Offer Hours,” returns the number of seconds until the end of the business day of “Immediate Offer Hours.”** *isWithinImmediateOfferTime* (boolean): _Only returned if returnWithinImmediateOffertime is set to true in the API request._ Return whether immediate callbacks should be offered based on the current time, “Immediate Offer Hours” (if configured), “Business Hours” (if “Immediate Offer Hours” is not configured), “Immediate Blackout (minutes)” (if “Immediate Offer Hours” is not configured), and the current estimated wait time. See the description of the related columns in [https://all.docs.genesys.com/DES/Current/Designer/CallbackV2#callback_settings
|LocalContent=Genesys has added the following input and output parameters to the openFor API:
{{{!}} class="wikitable"
{{!}}+New input parameters
!Parameter
!Type
!Description
{{!}}-
{{!}}'''queryImmediateOfferHours'''
{{!}}boolean, default=<tt>false</tt>
{{!}}When <tt>true</tt>, and if '''Immediate Offer Hours1''' is configured for the callback virtual queue, then the API returns:

*the number of seconds before the end of the business day for '''Immediate Offer Hours1''' in addition to the '''Business Hours1''' configured for the callback virtual queue.
*a new output parameter, '''immediateOfferHoursOpenFor'''. For more information, see '''New output parameters''', below.

If the value of '''queryImmediateOfferHours''' is <tt>false</tt>, the API response excludes the '''immediateOfferHoursOpenFor''' parameter.
{{!}}-
{{!}}'''returnWithinImmediateOfferTime'''
{{!}}boolean, default=<tt>false</tt>
{{!}}When <tt>true</tt>, the API adds a new output parameter to the API response, '''isWithinImmediateOfferTime'''. For more information, see '''New output parameters''', below. If the value of '''returnWithinImmediateOfferTime''' is <tt>false</tt>, the API response excludes the '''isWithinImmediateOfferTime''' parameter.
{{!}}-
{{!}}'''checkImmediateEnabled'''
{{!}}boolean, default=<tt>false</tt>
{{!}}When <tt>true</tt>, the API adds a new output parameter to the API response, '''isImmediateEnabled'''. For more information, see '''New output parameters''', below. If the value of '''checkImmediateEnabled''' is <tt>false</tt>, the API response excludes the '''isImmediateEnabled''' parameter.
{{!}}}
 
{{{!}} class="wikitable"
{{!}}+New output parameters
!Parameter
!Type
!Description
{{!}}-
{{!}}'''immediateOfferHoursOpenFor'''
{{!}}integer
{{!}}Only returned if '''queryImmediateOfferHours''' is set to <tt>true</tt> in the API request. This parameter returns the following values:

*If '''Immediate Offer Hours1''' is not configured for the callback virtual queue, the API returns <tt>-1</tt>.
*If '''Immediate Offer Hours1''' is configured, but the current time is outside of the configured offer hours, the API returns <tt>0</tt>.
*If '''Immediate Offer Hours1''' is configured and the current time is within the offer hours, the API returns the number of seconds until the end of the business day associated with '''Immediate Offer Hours1'''.

'''NOTE:''' If you specify a value for the [https://developer.genesyscloud.com/reference/engagement/Availability/index.html#openFor '''start''' parameter], then that value is used as the current time for any openFor API calculation. However, because some of the new output parameters depend on estimated wait time, and estimated wait time is a real-time calculation, Genesys recommends that you avoid specifying a '''start''' time when using '''queryImmediateOfferHours''' or '''returnWithinImmediateOfferTime'''.
{{!}}-
{{!}}'''isWithinImmediateOfferTime'''
{{!}}boolean
{{!}}Only returned if '''returnWithinImmediateOffertime''' is set to <tt>true</tt> in the API request. Indicates whether Immediate callbacks can be offered based on the current time, the current estimated wait time, and the following settings:

*'''Immediate Offer Hours1''', if configured
*'''Business Hours1''', if '''Immediate Offer Hours1''' is not configured
*'''Immediate Blackout (minutes)1''', if '''Immediate Offer Hours1''' is not configured

For more information about those parameters, see {{Link-AnywhereElse|product=DES|version=Current|manual=Designer|topic=CallbackV2|anchor=callback_settings|display text=Callback Settings Data Table}}.
{{!}}-
{{!}}'''isImmediateEnabled'''
{{!}}boolean
{{!}}Only returned if '''checkImmediateEnabled''' is set to <tt>true</tt> in the API request. This parameter returns the '''Immediate Enabled1''' value that's set for the callback virtual queue.
{{!}}}
'''1''' You configure the parameters for the callback virtual queue in the CALLBACK_SETTINGS data table in Designer. 
}}
{{Issue
|TicketNumber=GES-2867
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=A new accepted value “mode4” is added to the *mode* parameter of the *EstimatedWaitTime API*, which returns the EWT as followed:* If at least one agent is ready, returns ewt=0, resultCode=0* If no agent is ready, returns ewt=-1, resultCode=-2* Otherwise, returns the same value of EWT as calculated in mode2.Note: The *EstimatedWaitTime API* can only determine whether there are agents ready if the VQ is assigned as an “Origination DN” of an Agent Group.
|LocalContent=There is a new value, <tt>mode4</tt>, that you can use with the EstimatedWaitTime API '''mode''' parameter. If you select <tt>mode4</tt>, one of the following is returned for estimated wait time:

*If at least one agent is ready, the API returns <tt>ewt=0</tt>, <tt>resultCode=0</tt>
*If no agent is logged in, the API returns <tt>ewt=-1</tt>, <tt>resultCode=-2</tt>
*If there are agents logged in, but none are currently ready, the API returns the same value for EWT as is calculated for <tt>mode2</tt>.

The EstimatedWaitTime API can determine whether there are agents ready only when you have assigned the virtual queue as the '''Origination DN''' of an Agent Group.
}}
{{Issue
|TicketNumber=GES-2750
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Users logged in to GES UI may now see their customer site name or “Environment” in front of their user name in the top-right corner.
|LocalContent=When logged in to the Callback UI, you can now see your customer site name or '''Environment''' in front of your user name (top-right corner of the UI).
}}

RN/Callback/100.0.003.0156 - Revision history

WikiSysop: Created page with "{{ComponentRN |ComponentId=e6de2642-136b-4d94-ac3f-724e317bcbc8 |JQL=project = ges AND Sprint = 10149 AND type != test AND labels = needs-release-note ORDER BY status DESC |De..."