User:Sbogard

2022-07-28

• Update: WebRTC/Current/WebRTCPEGuide/Architecture view diff (updated)
• Update: UCSales/Current/Admin/Cap-fidelity view diff (minor)
• Update: UCSales/Current/Admin/Cap-Test7 view diff (minor)
• Update: UCSales/Current/Admin/Cap-Test view diff (minor)
• Update: UCSales/Current/Admin/Cap-TBC view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCS-10031 view diff (updated)
• Update: UCSales/Current/Admin/Cap-SCE-TEST-TEST-TEST view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE-RFT view diff (updated)
• Update: UCSales/Current/Admin/Cap-SCE-Lieberman Test view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE-27162 view diff (updated)
• Update: UCSales/Current/Admin/Cap-SCE-17097 view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE-12345 view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE-00000 view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE - 26922 view diff (minor)
• Update: UCSales/Current/Admin/Cap-SCE - 21227 view diff (updated)
• Update: UCSales/Current/Admin/Cap-SCE - 18426 view diff (minor)
• Update: Solution/PredictiveEngagementEngagecloud view diff (updated)
• Update: PEC-Voice/HIW view diff (updated)

The following information was added:

• • 'You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance' 'How Recording wor'
• Update: PEC-Voice view diff (minor)
• Update: PEC-Super/trainsuper view diff (updated)
• Update: PEC-Super view diff (minor)
• Update: PEC-OU/HIW view diff (updated)
• Update: PEC-GS/HIW view diff (updated)
• Update: PEC-GS/Current/Administrator/SPSSO view diff (updated)
• Update: PEC-GS/Current/Administrator/SPOverview view diff (updated)
• Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)
• Update: PEC-GPA/HIW view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLWWE view diff (updated)

The following information was added:

• • Gplus Adapter may be used only in the first Salesforce tab you use to login to Gplus adapter. It is prevented by your organization's administrator from loading in a second browser tab.
• Update: PEC-GPA/Current/Agent/GPASFLScreenPops view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLGettingStarted view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLClickToDial view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLActivityHistory view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFL view diff (updated)
• Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
• Update: PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (updated)
• Update: PEC-GPA/Current/Administrator/GPlusSalesforceLightning view diff (updated)
• Update: PEC-GPA/Current/Administrator/GPlusSSO90 view diff (updated)
• Update: PEC-GPA/Current/Administrator/GPlusMigration90 view diff (updated)
• Update: PEC-Email/HIW view diff (updated)

The following information was added:

• • Provision mailboxes and auto-acknowledgments in Intelligent Workload 'provision agent features in Agent Setup' Provision email aliases that agents can choose as their From address. Provision emails in Agent Workspace to send new and reply emails to customers, adding standard responses as needed.
• Update: PEC-Email view diff (minor)
• Update: PEC-Developer/HIW view diff (updated)
• Update: PEC-Developer/Current/SCAPI/InteractionNamespace view diff (updated)
• Update: PEC-DC/HIW view diff (updated)
• Update: PEC-DC/Current/Administrator/GSEWhatsApp view diff (updated)

The following information was added:

• • The service channel you created previously is listed under 'Manage Digital Endpoint' The WhatsApp service is now available for users to use in Agent W' The app is available for iOS and Android
• Update: PEC-DC/Current/Administrator/GSESMS view diff (updated)

The following information was added:

• • The service channel you created previously is listed under 'Manage Digital Endpoint' Create a Designer application to route SMS interactions to the right agents.
• Update: PEC-DC/Current/Administrator/GSEFacebookTwitter view diff (updated)
• Update: PEC-DC view diff (minor)
• Update: PEC-Cobrowse view diff (minor)
• Update: PEC-Chat/HIW view diff (updated)
• Update: PEC-Chat view diff (minor)
• Update: PEC-COB/HIW view diff (updated)
• Update: PEC-COB/Current/Developer/GCBCobrowseSessions view diff (updated)
• Update: PEC-COB/Current/Developer/GCBCobrowseLocalization view diff (updated)
• Update: PEC-COB/Current/Developer/GCBCobrowseJavaScriptAPI view diff (updated)
• Update: PEC-COB/Current/Developer/GCB view diff (updated)
• Update: PEC-CAB/Current/Administrator/ProvisionCallback view diff (updated)
• Update: PEC-Agent/trainagt view diff (updated)
• Update: PEC-Agent/Login view diff (updated)
• Update: PEC-Agent/GetStarted view diff (updated)
• Update: PEC-Agent view diff (minor)
• Update: PEC-Admin/Current/Admin/SSO view diff (updated)
• Update: PEC-Admin/Current/Admin/Portal view diff (updated)
• Update: PEC-Admin/Current/Admin/Get started view diff (updated)
• Update: PEC-Admin/Current/Admin/Applications view diff (updated)
• Update: PEC-Admin view diff (minor)
• Update: PEC-AD/HIW view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Overview view diff (updated)
• Update: PEC-AD/Current/Supervisor/ADsuper view diff (updated)
• Update: PEC-AD/Current/Agent/ADintinter view diff (updated)

The following information was added:

• • To receive a call from an external party service like Microsoft Teams, set your status to 'ready' on the Voice Voice Channel. When you answer a call, a notification is displayed in Agent Wor'space and the third-party service.
• Update: PEC-AD/Current/Agent/ADhist view diff (updated)
• Update: PEC-AD/Current/Agent/ADemail view diff (updated)
• Update: PEC-AD/Current/Agent/ADcustinter view diff (updated)
• Update: PEC-AD/Current/Agent/ADcontacts view diff (updated)

The following information was added:

• • When you try to create a contact for an interaction that you are handling and there is a potential match for one or more contacts already in the contact database, an alert displays, warning you that the contact might already exist. This can happen for several reasons: The contact did not provide adequate identifying information, such as a phone number, email address, or first and last name.
  • You might try to add (create) a contact that already exists in the Contact database. Workspace might be set up to check for potential duplicate contacts and warn you that the contact you are adding might already exist.
  • The Contact Directory contains all available contacts, such as team members, customers, and any external contacts. Quick Search feature searches each field of the contact database for the phrase that you specify and displays a list of records.
• Update: PEC-AD/Current/Agent/ADcobrow view diff (updated)
• Update: PEC-AD/Current/Agent/ADchannels view diff (updated)
• Update: PEC-AD/Current/Agent/ADWorkitems view diff (updated)
• Update: PEC-AD/Current/Agent/ADWhatsApp view diff (updated)
• Update: PEC-AD/Current/Agent/ADVoice view diff (updated)
• Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
• Update: PEC-AD/Current/Agent/ADVideoGallery view diff (updated)
• Update: PEC-AD/Current/Agent/ADTwitter view diff (updated)
• Update: PEC-AD/Current/Agent/ADTeamCommunicator view diff (updated)
• Update: PEC-AD/Current/Agent/ADSMS view diff (updated)
• Update: PEC-AD/Current/Agent/ADResponses view diff (updated)
• Update: PEC-AD/Current/Agent/ADRelated view diff (updated)
• Update: PEC-AD/Current/Agent/ADQuickStart view diff (updated)

The following information was added:

• • The list of Typos are fixed. Typos were fixed. The list includes:: Peers, Peersers, Piersiers, Hijackers, Piergians, Pe
• Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
• Update: PEC-AD/Current/Agent/ADOutbound view diff (updated)
• Update: PEC-AD/Current/Agent/ADNav view diff (updated)

The following information was added:

• • 'Workspace? If you need help identifying a button or field, hold your mouse pointer over it to reveal a tooltip. 'You can find out all about it here: 'How Agent Workspace works'
• Update: PEC-AD/Current/Agent/ADMyWorkbins view diff (updated)
• Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
• Update: PEC-AD/Current/Agent/ADGoogleAgentAssist view diff (updated)
• Update: PEC-AD/Current/Agent/ADFacebook view diff (updated)
• Update: PEC-AD/Current/Agent/ADChat view diff (updated)
• Update: PEC-AD/Current/Agent/ADCallback view diff (updated)
• Update: PEC-AD/Current/Agent/AD view diff (updated)

The following information was added:

• • 'Workspace' lets contact center agents communicate with customers and team members through phone calls and Genesys 'apologetic'igital channels. The call controls at the top of the voice call interaction toolbar open the call controls.
• Update: PEC-AD/ADAccessibility view diff (updated)
• Update: PEC-AD view diff (minor)
• Update: GWS/Current/GWSPEGuide/Overview view diff (updated)
• Update: DES/Current/Designer/StandardResponses view diff (updated)
• Update: DES/Current/Designer/EmailApp view diff (updated)
• Update: ATC/GenesysEngage-cloudPrereqs view diff (updated)
• Update: ATC/Current/AgentGuide/GenesysEngage view diff (updated)
• Update: ATC/Current/AdminGuide/Get Started GenesysEngage-cloud view diff (updated)
• Update: PEC-Super/trainsuper view diff (updated)
• Update: PEC-Super view diff (minor)
• Update: ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop view diff (updated)
• Update: PEC-OU/HIW view diff (updated)
• Update: PEC-GS/Current/Administrator/SPSSO view diff (updated)
• Update: PEC-GPA/HIW view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLWWE view diff (updated)

The following information was added:

• • Gplus Adapter might be restricted to only one browser tab in some organizations. It is prevented by your organization's administrator from loading in a second browser tab. Typos were fixed.
• Update: PEC-GPA/Current/Agent/GPASFLGettingStarted view diff (updated)
• Update: PEC-GPA/Current/Agent/GPASFLActivityHistory view diff (updated)
• Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
• Update: PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (updated)
• Update: PEC-GPA/Current/Administrator/GPlusGenFeatures view diff (updated)
• Update: PEC-GPA view diff (minor)
• Update: PEC-Developer/Current/SCAPI/ServiceClientAPI view diff (updated)

The following information was added:

• • Use the Service Client API to customize how your web application or website integrates with Agent Wor' You might need to contact your Genesys representative to complete the configuration described.
• Update: PEC-DC/HIW view diff (updated)
• Update: PEC-AD/HIW view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Planning view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Overview view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Architecture view diff (updated)
• Update: PEC-AD/Current/Supervisor/ADsuper view diff (updated)
• Update: PEC-AD/Current/Agent/ADhist view diff (updated)
• Update: PEC-AD/Current/Agent/ADemail view diff (updated)
• Update: PEC-AD/Current/Agent/ADcustinter view diff (updated)
• Update: PEC-AD/Current/Agent/ADcontacts view diff (updated)

The following information was added:

• • By default, by default, the first contact is automatically assigned automatically. If the wrong contact is assigned your account might be set up to enable you to choose which contact to assign the interaction to from a list of suggested contacts that Agent Wor
• Update: PEC-AD/Current/Agent/ADWorkitems view diff (updated)
• Update: PEC-AD/Current/Agent/ADWhatsApp view diff (updated)
• Update: PEC-AD/Current/Agent/ADVoice view diff (updated)
• Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
• Update: PEC-AD/Current/Agent/ADTwitter view diff (updated)

The following information was added:

• • The Genesys Engage on-premises product is available only for Genesesys engagement on premise. Users can exchange Twitter Direct Messages and Twitter Public Messages with contacts using the Chat channel. Messages and Tweets and replies on your organization's Twitter page are monitored and automatically routed to agents across your organization.
• Update: PEC-AD/Current/Agent/ADSMS view diff (updated)
• Update: PEC-AD/Current/Agent/ADResponses view diff (updated)

The following information was added:

• • Workspace uses lazy loading instead of pages to display suggested responses. Relevance is an estimation of how likely the response is to match the content of the contact's interaction.
• Update: PEC-AD/Current/Agent/ADQuickStart view diff (updated)

The following information was added:

• • Channels are media that you use to interact with contacts. Channels include voice, email, chat, and so on. When you log in to Agent Workspace, you are usually logged on to all the channels assigned to you.
• Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
• Update: PEC-AD/Current/Agent/ADNav view diff (updated)
• Update: PEC-AD/Current/Agent/ADMyWorkbins view diff (updated)
• Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)

The following information was added:

• • Routing ensures that the right person handles the contact's message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately.
• Update: PEC-AD/Current/Agent/ADKnowledgeCenter view diff (updated)
• Update: PEC-AD/Current/Agent/ADFacebook view diff (updated)
• Update: PEC-AD/Current/Agent/ADChat view diff (updated)

The following information was added:

• • In most cases, chat interactions are directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended and must be closed. However, sometimes you need to continue a chat conversation with contacts after the initial interaction has been ended.
• Update: PEC-AD/Current/Agent/AD view diff (updated)

The following information was added:

• • Channels include voice, email, chat, and so on. Channels are the media that you use to interact with contacts. Logging in means launching the application in your browser and identifying yourself to the system. When you log in to Agent Workspace, you are usually logged on to all the channels assigned.
• Update: PEC-AD/ADAccessibility view diff (updated)
• Update: PEC-AD view diff (minor)
• Update: ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm view diff (minor)
• Update: ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Deploy view diff (updated)
• Update: System/Current/GenChoiceTermsCond/SecurityTerms view diff (updated)
• Update: System/Current/GenChoiceTermsCond/CloudServiceSLA view diff (updated)
• Update: System view diff (minor)
• Update: PEC-WFM/Current/Supervisor/MSAAgtPn view diff (updated)
• Update: PEC-DC/Current/Administrator/GSESMS view diff (updated)

The following information was added:

• • The CX Contact app allows you to use Short Message Service (SMS) to send SMS alerts to your customers. The Chat app is considered as a part of Chat settings. It pulls the data fro' grotesque' these channels.

2022-07-27

• Update: DES/Current/DESPEGuide/Planning view diff (updated)
• Update: DES/Current/DESPEGuide/Planning view diff (updated)
• Update: TLM/Current/TLMPEGuide/Configure view diff (updated)
• Update: ATC/RequiredPCDomains view diff (updated)
• Update: TLM/Current/TLMPEGuide/Observability view diff (updated)
• Update: TLM/Current/TLMPEGuide/Architecture view diff (updated)

The following information was added:

• • The dotted lines from the browser (going through External Ingress and Ingress Controller) and from gws service pods (intra-cluster), to the non-tlm resources, represents the connectivity required by WWE to set-up an authorized connection to the Telemetry Service. Typos were fixed.

2022-07-26

• Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
• Update: PEC-REC/Current/Administrator/Backup view diff (updated)
• Update: GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy view diff (updated)
• New Page: ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm view diff (new)

The new page describes the following information:

• • Genesys Multicloud CX Helm charts and containers are consistent and standardized. Use established third-party software to quickly generate a visual diff that provides a detailed report of changes made between each release. Find lists of which containers were updated for each
• New Page: PEC-DC/Current/Developers/ChatCrossDomain view diff (new)

The new page describes the following information:

• • The Cookie Provider extension is an alternative solution to enable chat persistence across different websites. You can check if third-party cookies are unavailable on your customer's browser and suggest them to enable cookies with custom messages. Mozilla Firefox browsers do not support this functionality.
  • Digital Channels supports chat persistence across different domains. The solution combines a third-party JavaScript file that you include on the webpages with a hidden Iframe. The module uses a window.postMessage() function to establish connections between the. webpages and the Iframe site. Mozilla Firefox browsers do not support this functionality.

2022-07-25

• Update: DES/Current/Deployment/DeployDesigner9012214 view diff (updated)

The following information was added:

• • It is mandatory to upgrade the Designer workspace for all Contact Center IDs. Genesys strongly recommends that you first back up the current workspace before performing the upgrade.
• Update: PEC-REP/Current/RT/RTRUserAccess view diff (updated)
• Update: PrivateEdition/Current/PEGuide/HelmOverrides view diff (updated)
• Update: DES/Current/DESPEGuide/Upgrade view diff (updated)
• Update: DES/Current/DESPEGuide/Deploy view diff (updated)
• Update: DES/Current/DESPEGuide/Configure view diff (updated)

The following information was added:

• • The input should be a string, within double quotes. Currently, the ingress manifest is only available to be deployed with the latest version of the system. Supported versions are, 'reproveable' and 'preparative' versions of the manifest.
• Update: PEC-Admin/Current/Admin/Popular tasks view diff (updated)
• Update: GASN/Current/Agent/Screenpop in ServiceNow view diff (updated)
• Update: GASN/Current/Agent/Screenpop in ServiceNow view diff (updated)

The following information was added:

• • You can exclusively make outbound calls to records already existing in CRM. If you wish to call a brand-new contact, first you need to register it within CRM. You can also make calls to a known contact.
• New Page: Page:Screenpop in ServiceNow view diff (new)
• New Page: GASN/Current/Agent/Screenpop in ServiceNow view diff (new)

2022-07-22

• Update: UseCases/Current/GenesysCloud/WE01 view diff (updated)
• Update: GWS/Current/GWSPEGuide/Overview view diff (updated)
• Update: GWS/Current/GWSPEGuide/Deploy view diff (updated)
• Update: PrivateEdition/Current/PEGuide/ManageServices view diff (updated)

The following information was added:

• • You can replicate the Genesys repository at your end. Do not pull images directly to your production environment. Tagging allows you to group related container images together.
• New Page: PEC-DC/Current/DCPEGuide/ProvisionOverview view diff (new)

The new page describes the following information:

• • Digital Channels can be used to work with other Genesys services. You must complete a number of provisioning steps. Auto provisioning is an alternative to steps 1 and 2 in the previous list.

2022-07-21

• Update: PEC-OU view diff (minor)
• Update: PEC-IWD view diff (minor)
• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)
• Update: ATC/Current/AdminGuide/Action Map Performance view diff (updated)
• Update: System/GenEngagecloudsysrqmt view diff (updated)

The following information was added:

• • For desktop apps – Screen Recording Client, do either of the following:Configure Microsoft Edge to run in IE mode .Configure WFM to run Java Plug-In in the Java Web Start or UI

2022-07-20

• Update: PEC-GS/Current/Administrator/SPOptions view diff (updated)

The following information was added:

• • The callwait file for built-in ringing should be a RIFF (little-endian) WAVE file. WebRTC does not support MP3 playback. Typos were fixed.
• Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)

The following information was added:

• • For VMWare Horizon on Windows, the 64-bit version of Visual Studio 2013 is required but is not installed by the Genesys Softphone VD'
• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)

The following information was added:

• • The instructions on this page assume you are deploying the service in a service-specific namespace or OpenShift project. If you are using a single namespace for all private edition services, replace the namespace element in the commands with the name of your single namespace or project.
• Update: ATC/Current/AdminGuide/FAQs view diff (minor)

2022-07-19

• Update: PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (updated)

2022-07-18

• Update: PEC-OU/Current/CXContact/dashboardconfiguration view diff (updated)

The following information was added:

• • 'Specify a default dashboard. You can customize a dashboard and set it as the default one for a partition. 'Authentic'o specify a dashboard as the
• Update: PEC-OU/Current/CXContact/PacingOptions view diff (updated)
• Update: PEC-OU/Current/CXContact/FTPAutomation view diff (updated)

The following information was added:

• • It is possible that duplicate files are imported using list automation. If you want to move files to a specific file path after import, specify the path to which the files should be moved.
• Update: PrivateEdition view diff (minor)
• Update: ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode view diff (updated)

2022-07-15

• Update: DES/Current/Designer/CustomVars view diff (updated)
• Update: UseCases/Current/GenesysCloud/WE01 view diff (updated)

2022-07-14

• Update: GWS/Current/GWSPEGuide/ConfigureTLS view diff (updated)
• New Page: ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff view diff (new)

The new page describes the following information:

• • The structure for Genesys Multicloud CX Helm charts and containers is consistent and standardized. You can use established third-party software to quickly generate a visual diff. This appendix details how to use one such tool to generate a full report of changes.
• Update: ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm view diff (updated)
• Update: PEC-AD/Current/WWEPEGuide/Logging view diff (updated)
• Update: UseCases/Current/GenesysEngage-cloud/CE12 view diff (updated)
• Update: WID/Current/GCAPI/WebChat view diff (updated)
• Update: WID/Current/SDK/WebChat-combined view diff (updated)

The following information was added:

• • To prevent a contact from sending another chat message using the widget after the chat session is terminated in Designer, you must add a customization to the widget to notify it to close. Set up a text message informing the contact that the chat is terminated by using a play message block.
• Update: System/General security and compliance information view diff (updated)
• New Page: System/Generalsecurityoverview view diff (new)

The new page describes the following information:

• • Genesys Multicloud CX has security built into its solutions at the design and process levels, as an integral part of operations. All developers are required to be trained in secure development based on OWASP, SANS 25 and CWE and are not allowed to check in code until such time as this training is completed.

2022-07-13

• Update: DES/Current/Designer/Videos view diff (updated)

2022-07-12

• Update: PEC-DC/Current/Administrator/AdvancedChat view diff (updated)

The following information was added:

• • Multicloud CX users might want to use Digital Channels without retraining your agents to use the Communication and Conversation tabs. With Digital Ch channels, all messaging based sessions, chats, WhatsApp, Facebook Messenger, Facebook, Facebook and Twitter DM are synchronous.
  • The time the agent spent writing a quick reply message is not counted against any media or interaction. The quick reply is added to the conversation history when the next interaction is created. If a subscribed agent is unavailable, the contact might be returned to the bot queue.
  • The Communication tab enables agents to continue conversations with contacts using multiple channels from a single interface. Agents can use the Channel Selector to review and send messages using other Digital Channels that the contact has previously used to contact your organization.
  • Advanced Chat is the latest evolution in web chat. It allows for long running conversations (called sessions) It grants the ability to send messages and receive replies anytime and anywhere. Async Chat keeps chats open after the last agent leaves the session.
• Update: PEC-Chat/HIW view diff (updated)
• Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
• Update: UseCases/Current/GenesysCloud/WE01 view diff (updated)
• Update: UseCases/Current/GenesysCloud/CE34 view diff (updated)
• Update: DES/Current/Designer/PII view diff (updated)
• Update: DES/Current/Designer/PII view diff (minor)
• Update: DES/Current/Designer/PII view diff (updated)

The following information was added:

• • PII rules can be used to protect private information. PII Rules Management also supports partial masking. You can partially mask sensitive information by using capturing groups in your

2022-07-11

• Update: UseCases/Current/GenesysCloud/CE37 view diff (updated)
• Update: UseCases/Current/PureConnect/CE22 view diff (updated)
• Update: ATC/Deprecation-API endpoint change for web gateway service view diff (updated)
• New Page: PEC-DC/Current/DCPEGuide/ProvisionEmail view diff (new)

The new page describes the following information:

• • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. You must create these services once per tenant. Enables the outbound email service through Genesys Messaging Aggregation.
  • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. You must create these services once per tenant. Enables outbound email service through the third-party provider.
  • "Nexus" is the simplified name we use for the Digital Channels application and APIs, so you’ll see that name referenced in this document. Genesys Multicloud CX supports outbound email interactions using one of these three options: built-in connector to SparkPost email provider, a custom gateway built with a third-party email API or or orbuilt-in. connector.
• Update: PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (updated)

The following information was added:

• • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.
  • Set up Digital Channels to use Kaleyra SMS to use the built-in connector to Genesys Cloud CX'GageSMS. Users must configure the following services in Digital'apologetic'hannels within their tenant. Enables SMS media for the tenant and selects KaleyRA as the default provider. Integrates your Gage's Multic'tenant to SMS communication. Use a REST client or curl utility to provision the services.

2022-07-08

• Update: GWS/Current/GWSPEGuide/ConfigureIngress view diff (updated)

The following information was added:

• • The value is directly propagated to the ingressClassClassName field of the Kubernetes Ingress object. Typos were fixed. Some content was deleted.
• Update: GWS/Current/GWSPEGuide/DeployIngress view diff (updated)
• Update: GWS/Current/GWSPEGuide/Configure view diff (updated)

The following information was added:

• • Some content was deleted. Kubernetes liveness probe enabled to test if the container is running. The default is 1, which is required for liveness and startup. The number of pod replicas in this container deployment has been reduced to 0.2.
  • The default is 1, which is required for liveness and startup and startup. Some content was deleted. The Kubernetes liveness probe is triggered by the container's liveness threshold.
• Update: PEC-OU/Current/CXContact/CreateEditSchedule view diff (minor)
• Update: PEC-OU/Current/CXContact/CreateEditSchedule view diff (updated)
• Update: VM/Current/VMEventsandModels/CallTreatmentEvents view diff (minor)
• Update: VM/Current/VMEventsandModels/CallRoutingEvents view diff (minor)
• Update: VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents view diff (minor)
• Update: VM/Current/VMEventsandModels/AgentStateandDNEvents view diff (updated)
• Update: VM/Current/VMEventsandModels/CallTreatmentEvents view diff (updated)
• Update: UseCases/Current/GenesysEngage-onpremises/EE09 view diff (updated)
• Update: WID/Current/GCDeveloper/Accessibility view diff (updated)

The following information was added:

• • An array containing the intervals as a percentage at which the screen reader will announce the remaining characters when the user inputs text into the message area. By default, it is enabled with the following intervals, and it
• Update: WID/Current/GCAPI/WebChat view diff (updated)

The following information was added:

• • 'Configure the v2 emoji menu by passing a string containing emoji into the WebChat configuration or through localization. You configure the emoji list by specifying a string of emoji characters. You can also add names to emojis so their names will appear when you hover over them.

2022-07-07

• Update: PEC-AD/Current/Agent/ADhist view diff (updated)
• Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
• Update: PEC-AD/Current/Agent/ADVideoGallery view diff (updated)
• Update: PEC-AD/Current/Agent/ADCallback view diff (updated)
• Update: UseCases/Current/GenesysEngage-onpremises/CE34 view diff (updated)
• Update: UseCases/Current/GenesysEngage-onpremises/CE31 view diff (updated)
• Update: PEC-AS/Current/ManageCC/Keys view diff (updated)
• Update: UseCases/Current/GenesysEngage-cloud/WF06 view diff (updated)
• Update: UseCases/Current/GenesysEngage-cloud/WF03 view diff (updated)
• Update: WID/Current/GCAPI/WebChat view diff (updated)
• Update: UseCases/Current/GenesysEngage-cloud/CE34 view diff (updated)
• Update: UseCases/Current/GenesysEngage-cloud/CE31 view diff (updated)
• Update: ATC/Current/SDK/Record view diff (updated)

The following information was added:

• • The value of an outcome is tracked by an associated event that comprises an associated value field. The value field tracks the products added with the value, price, and their value is tracked as part of the outcome.
• Update: ATC/Current/SDK/Pageview view diff (updated)
• Update: ATC/Current/SDK/Pageview view diff (updated)
• Update: ATC/Current/SDK/Web tracking API view diff (updated)
• New Page: ATC/Current/SDK/customAttribute view diff (new)

The new page describes the following information:

• • Custom attributes are optional properties that can be set on a Journey event to pass additional information about the event. Genesys Cloud supports three primitive JavaScript types and one specific object type. The custom attribute object type can have a dataType (of type integer, number, string, and ) value based on the specified dataType.
• New Page: ATC/Current/SDK/Types of tracked data view diff (new)

The new page describes the following information:

• • Journey JavaScript SDK lets you customize how you collect tracking data for your website. For page view tracking, Genesys Predictive Engagement records each page a visitor visits. You can also use the JavaScript SDK to record custom visitor activities such as button clicks.

2022-07-06

• Update: PEC-AD/Current/Agent/ADhist view diff (updated)
• Update: PEC-AD/Current/Agent/ADVoice view diff (updated)

The following information was added:

• • 'You might be able to transfer calls, consult with back office team members, or add a back office member into your call using one of these services'
• Update: PEC-AD/Current/Agent/ADNav view diff (updated)

The following information was added:

• • Microsoft Teams members in your organization' or an agent group, and sometimes someone outside your company, 'refer to internal interactions' or 're
• Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
• New Page: PEC-AD/Current/Agent/ADKnowledgeCenter view diff (new)

The new page describes the following information:

• • The search field is available in both the Search view and the Browse Category view. Knowledge Center matches your questions, phrases, and character strings to FAQs in your organization's Knowledge Base.
  • The Knowledge documents enable you to enter a question from a contact about your products, services, or other aspects of your organization. Use the "Knowledge" tab to search your organization's knowledge databases for matching FAQs (Frequently Asked Questions) and answers.
• New Page: PEC-AD/Current/Agent/ADGoogleAgentAssist view diff (new)

The new page describes the following information:

• • On voice calls, agents can receive suggestions from a knowledge base in a special tab in the interaction view. Agent Assist suggests FAQs and answers that it has determined best meet your contact's needs. A transcript of the call is also generated using speech-to-text.
• New Page: PEC-AD/Current/Agent/ADCallback view diff (new)

The new page describes the following information:

• • Agent Workspace enables you to schedule a callback interaction for your contact from the current interaction of any interaction type. Callbacks can be created no matter the state of the interaction. You can choose the date and time of the callback and to add a comment.
• Update: PEC-AD/Current/Agent/ADintinter view diff (updated)

The following information was added:

• • The call flow is a little different when you include an external party through a service such as Microsoft Teams. External/third-party targets can be distinguished from agents or other contact center resources by service-specific icons next to their names. The external party is not a Genesys agent. Once you instant-transfer or two-step transfer (by a consultation or conference calls) the call to the external party, the call is no longer managed. The interaction ends and must be marked as the interaction ends.
• Update: PEC-AD/Current/Agent/ADTeamCommunicator view diff (updated)

2022-07-05

• Update: GASN/Current/Admin/Packages view diff (updated)
• Update: PEC-REP/Current/PulsePEGuide/Planning view diff (updated)
• New Page: GASN/Current/Admin/Packages view diff (new)
• Update: GASN/Current/Admin/Install view diff (updated)

2022-07-04

• Update: PEC-REP/Current/RT/UserPreferences view diff (updated)
• Update: IXN/Current/IXNPEGuide/Planning view diff (updated)

The following information was added:

• • A container image registry and Helm chart repository. Used for downloading Genesys containers and Helm charts into the customer's repository to support a CI/C pipeline. Only distributions of Redis that support Redis cluster mode are supported.
• Update: PEC-REP/Current/RT/RTRUserAccess view diff (updated)
• Update: PEC-Developer/Current/SCAPI/ConfigurationNamespace view diff (updated)

The following information was added:

• • The getContextualOption method can be applied to any option, even if the option doesn’t support overriding options with a routing strategy in Workspace Web Edition. Only

2022-07-01

• Update: PrivateEdition/Current/PEGuide/ConfigMonitor view diff (updated)
• Update: PrivateEdition/Current/PEGuide/ConfigLog view diff (updated)
• Update: UCS/Current/UCSPEGuide/Architecture view diff (updated)

The following information was added:

• • The architecture of Genesys Multicloud CX has been updated for private edition. The Universal Contact Service architecture is described as a service in the network. Users can access UCS-X through the GWS Workspace API.