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| − | "
| + | #REDIRECT [[https://google.com]] |
| − | === 2022-07-22 ===
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| − | * Update on UseCases/Current/GenesysCloud/WE01 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysCloud/WE01&type=revision&diff=124970&oldid=124514 view diff] (165)
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| − | * Small update in GWS/Current/GWSPEGuide/Overview [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/Overview&type=revision&diff=124967&oldid=112658 view diff] (48)
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| − | * Small update in GWS/Current/GWSPEGuide/Deploy [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/Deploy&type=revision&diff=124965&oldid=120712 view diff] (-9)
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| − | 71<pre>Deleting: 'Genesys Web Services and Applications ('
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| − | Adding: ' Services'</pre>
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| − | * Update on PrivateEdition/Current/PEGuide/ManageServices [https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/ManageServices&type=revision&diff=124954&oldid=120034 view diff] (526)
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| − | 607<pre>Adding: '
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| − | Important
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| − | Use the information on this page to set up and manage your own repository. You can replicate the Genesys repository at your end. Do not pull images directly to your production environment. Refer to
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| − | Setting up a CD pipeline
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| − | for more information on managing your own repository.'
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| − | Adding: 'multicloud'
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| − | Adding: 'Important
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| − | You can set up your API key from the
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| − | Edit Profile
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| − | option.
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| − | '
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| − | Adding: 'multicloud'
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| − | Adding: 'multicloud'
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| − | Adding: 'Important
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| − | Tagging allows you to group related container images together.
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| − | '
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| − | Adding: 'multicloud'
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| − | Adding: 'multicloud'
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| − | Adding: 'multicloud'
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| − | Adding: 'multicloud'</pre>
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| − | * New page added: PEC-DC/Current/DCPEGuide/ProvisionOverview [https://all.docs.genesys.com/index.php?title=PEC-DC/Current/DCPEGuide/ProvisionOverview view]
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| | | | |
| − | === 2022-07-21 === | + | === 2022-09-13 === |
| − | * Update on PEC-OU [https://all.docs.genesys.com/index.php?title=PEC-OU&type=revision&diff=124922&oldid=115379 view diff] (223)
| + | * Update: DES/Current/Designer/DesBusinessHours [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/DesBusinessHours&type=revision&diff=128307&oldid=86775 view diff] (updated) |
| − | * Update on PEC-IWD [https://all.docs.genesys.com/index.php?title=PEC-IWD&type=revision&diff=124920&oldid=115371 view diff] (359) | + | **: If the current day is a Special Day and there are multiple matching exceptions defined for it, Designer uses only the first exception that matches the specified conditions and ignores any others. |
| − | * Small update in GVP/Current/GVPPEGuide/Deploy [https://all.docs.genesys.com/index.php?title=GVP/Current/GVPPEGuide/Deploy&type=revision&diff=124892&oldid=124820 view diff] (13)
| + | * Update: VM/Current/VMPEGuide/Planning [https://all.docs.genesys.com/index.php?title=VM/Current/VMPEGuide/Planning&type=revision&diff=128278&oldid=128002 view diff] (updated) |
| − | * Small update in ATC/Current/AdminGuide/Action Map Performance [https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/Action_Map_Performance&type=revision&diff=124884&oldid=115845 view diff] (-64) | + | **: Network bandwidth must be sufficient to handle the volume of data to be transferred into and out of Kafka and Redis. Subnet sizing to accommodate N+1 Tenant pods. |
| − | 52<pre>Deleting: '
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| − | Feature coming soon:
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| − | Frequency capping
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| − | '</pre>
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| − | * Update on System/GenEngagecloudsysrqmt [https://all.docs.genesys.com/index.php?title=System/GenEngagecloudsysrqmt&type=revision&diff=124872&oldid=110426 view diff] (432) | |
| − | 693<pre>Deleting: ' and Screen Recording Client'
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| − | Deleting: ' 7, 8, and'
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| − | Adding: ' 11.2
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| − | For desktop apps – Screen Recording Client
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| − | Windows -'
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| − | Deleting: '.15 (Softphone only)'
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| − | Adding: '
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| − | Important
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| − | To run WFM Web for supervisors, do either of the following:
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| − | Configure Microsoft Edge to run in IE mode. For more information on the Microsoft Edge functionality, refer to this page -
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| − | https://docs.microsoft.com/en-us/deployedge/edge-ie-mode
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| − | To use Google Chrome or any other supported browser, configure WFM to run Java Plug-In in the Java Web Start or UI '
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| − | Adding: 'auncher mode. Refer to the topic'
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| − | Adding: 'FM UI Launcher supports Java Plug-ins on this
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| − | page
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| − | to learn more a'
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| − | Adding: 'out the steps involv'</pre>
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| | | | |
| − | === 2022-07-20 ===
| + | * New Page: Mixed [https://all.docs.genesys.com/index.php?title=Mixed view diff] (new) |
| − | * New content added to PEC-GS/Current/Administrator/SPOptions [https://all.docs.genesys.com/index.php?title=PEC-GS/Current/Administrator/SPOptions&type=revision&diff=124838&oldid=113427 view diff] (1997) | + | **: Find the latest information about what's new or changed in the platform infrastructure supporting Genesys Multicloud CX Mixed Mode. Find general information covering what you need to know about setting up the mode in your environment. |
| − | 1495<pre>Adding: 'callwait_tone_enabled
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| − | callwait_tone_file
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| − | '
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| − | Adding: '
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| − | include_headset'
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| − | Adding: 'callwait_tone_enabled
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| − | Valid Values:
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| − | 0
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| − | ,
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| − | 1
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| − | Default Value:
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| − | 1
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| − | Specifies whether the call waiting tone is enabled (
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| − | 1
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| − | ) or disabled (
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| − | 0
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| − | ). This configuration is applied at startup.
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| − | callwait_tone_file
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| − | Valid Values: Empty, or the path to the call waiting sound file. The path may be a file name in the current directory or the full path to the sound file.
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| − | Default Value:
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| − | callwait.wav
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| − | Specifies the audio file that is played when the call waiting tone is enabled by the callwait_tone_enabled option.
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| − | Note: WebRTC does not support MP3 playback. The callwait file for built-in ringing should be a RIFF (little-endian) WAVE file using one of the following formats:
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| − | kWavFormatPcm = 1, PCM, each sample of size bytes_per_sample
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| − | kWavFormatALaw = 6, 8-bit ITU-T G.711 A-law
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| − | kWavFormatMuLaw = 7, 8-bit ITU-T G.711 mu-law
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| − | Uncompressed PCM audio must 16-bit mono or stereo, and have a frequency of 8, 16, or 32 kHz.
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| − | ' | |
| − | Adding: '
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| − | include_headset
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| − | Valid Values: A pair of device names or name parts, with microphone and speaker names separated by a colon, or a comma-separated list of name pairs. For example:
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| − | External Mic:Headphones
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| − | If the names include delimiter characters such as quotes, colons, or comma, they must be enclosed in single or double quotes.
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| − | Specifies the list of audio in / out devices to be considered as a headset for automatic device selection. This option is applicable to the case when
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| − | use_headset
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| − | = \"1\"'</pre>
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| − | * New content added to PEC-GS/Current/Administrator/SPDeploy [https://all.docs.genesys.com/index.php?title=PEC-GS/Current/Administrator/SPDeploy&type=revision&diff=124837&oldid=119038 view diff] (3388)
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| − | 3612<pre>Adding: 'a full deployment of Genesys Softphone'
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| − | Adding: ' of the redistributable is installed by Genesys Softphone 32-bit installer.
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| − | '
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| − | Adding: '64-bit version of the redistributable is not installed by the '
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| − | Adding: 'Softphone 64-bit installer, so you must install
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| − | vcredist64.exe
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| − | from the above lin'
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| − | Adding: ' when the 64-'
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| − | Adding: 'it version of Genesys Softphone is install'
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| − | Adding: 'the VDI client:
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| − | For '
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| − | Adding: ' for Windows'
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| − | Adding: 'installation package installs this redistributable package on the workstation where it is executed.
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| − | For VMWare Horizon on Windows, the 64-bit version of
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| − | Visual C++ Redistributable Packages for Visual Studio 2013
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| − | is required but is not installed by the Genesys Softphone VD'
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| − | Adding: ' Adapter installer. Install
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| − | vcredist64.exe
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| − | from the lin'
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| − | Adding: ' location.
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| − | Quality of service (QoS) for voice, either one-to-one or on a conference connection capa'
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| − | Adding: 'the host.
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| − | On the workstation used to build deployments for running eLux systems:
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| − | Virtual Driver for Citrix shared object.
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| − | libgsecurity
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| − | module.
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| − | Scout Enterprise ELIAS tool
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| − | .
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| − | Windows workstation from which to run the Genesys Softphone VDI Adapter executable.
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| − | On the workstation used to build deployments for HP ThinPro systems:
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| − | The packaging tool recommended by your HP vendor'
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| − | Adding: ' of the redistributable is installed by Genesys Softphone 32-bit installer.
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| − | '
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| − | Adding: '64-bit version of the redistributable is not installed by the '
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| − | Adding: 'Softphone 64-bit installer, so you must install
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| − | vcredist64.exe
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| − | from the above lin'
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| − | Adding: ' when the 64-'
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| − | Adding: 'it version of Genesys Softphone is install'
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| − | Adding: 'ork is used only when the a'
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| − | Adding: 'ip
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| − | Beginning with'
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| − | Adding: ' 9.0.020.08'
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| − | Adding: 'multiple installation packages are available from the d'
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| − | Adding: 'nload center, 32-bit and 64-bit. Ensure that you download the correct package for your environment.
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| − | To install Genesys Softphone, follow'
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| − | Adding: '
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| − | Download the Genesys Softphone installation package.'
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| − | Adding: '(HP ThinPro)
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| − | If you installed Genesys Softphone in a
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| − | VDI environment
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| − | , you must install the Genesys Softphone plugin for VMWare Horizon Client on each HP ThinPro workstation by following these steps:
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| − | To open the
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| − | Genesys Installation Wizard
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| − | , double-click the
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| − | setup.exe
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| − | file located in the
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| − | <Genesys Softphone VDI Adapter Install Package Directory>\\windows\\
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| − | directory.
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| − | In the
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| − | Welcome to the Installation
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| − | window, click
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| − | Next
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| − | .
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| − | In the
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| − | Select Operating System
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| − | window, select
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| − | HP ThinPro
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| − | , specify the destination to install the installation package, and click
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| − | Next
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| − | .
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| − | In the
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| − | Ready to Install
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| − | window, select
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| − | Install
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| − | . The wizard installs Genesys Softphone VDI Adapter and displays the
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| − | Installation Status
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| − | window.
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| − | In the
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| − | Installation Complete
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| − | window, select
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| − | Finish
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| − | .
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| − | The installation package installs the following the Genesys Softphone plugin for VMWare Horizon Client.
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| − | This file is packaged into a DEB file:
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| − | vdhgenesys_<ip-version>_amd64.deb
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| − | Deploy the Genesys Softphone plugin for VMWare Horizon Client on ThinPro host:
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| − | Manual deployment:
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| − | Copy the client-side package to any convenient location accessible by wget or scp.
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| − | From the main menu, switch to
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| − | Administrator
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| − | on the ThinPro host.
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| − | To copy the client-side package on ThinPro host, start
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| − | Xterm
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| − | .
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| − | To install the client-side package, run the following commands:
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| − | fsunlock
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| − | dpkg -i vdhgenesys_<ip-version>_amd64.deb
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| − | fslock
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| − | Bulk deployment:
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| − | Use the packaging tools and procedures provided by HP to build a new ThinPro OS package that contains the Genesys Softphone VDI Adapter Debian package, then distribute it to the HP ThinPro hardware boxes.
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| − | Installing the Genesys Softphone VDI Adapter '</pre>
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| − | * Update on GVP/Current/GVPPEGuide/Deploy [https://all.docs.genesys.com/index.php?title=GVP/Current/GVPPEGuide/Deploy&type=revision&diff=124820&oldid=114934 view diff] (287)
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| − | 1466<pre>Adding: ' (GVP) into a private edition environment'
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| − | Adding: '
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| − | Assumptions
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| − | The instructions on this page assume you are deploying the service in a service-specific namespace or OpenShift project, named in accordance with the requirements on
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| − | Creating namespaces
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| − | . If you are using a single namespace for all private edition services, replace the namespace element in the commands on this page with the name of your single namespace or project.
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| − | Similarly, the configuration and environment setup instructions assume you need to create namespace-specific (in other words, service-specific) secrets. If you are using a single namespace for all private edition services, you might not need to create separate secrets for each service, depending on your credentials management requirements. However, if you do create service-specific secrets in a single namespace, be sure to avoid naming conflicts.'
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| − | Adding: 'Confirm namespace creation.'
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| − | Adding: 'The order of installation'
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| − | Deleting: ' db user
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| − | db-username: username for db
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| − | server-name: Hostname of'
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| − | Adding: 'user
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| − | db-username: Username for DB
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| − | server-name: Hostname of DB s'
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| − | Adding: '(Service Discover'
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| − | Adding: ') pod gets deploy'
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| − | Adding: 'Resource Manager ('
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| − | Adding: 'Media Control Platform ('
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| − | Adding: ' Hostname of DB server'
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| − | Adding: ' Database name'
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| − | Adding: ' Password for DB user'
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| − | Adding: ' Username for DB'
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| − | Adding: ' Password for DB admin'
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| − | Adding: ' Password for reader'
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| − | Adding: 'ersistent '
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| − | Adding: 'olumes (PVs) that'</pre>
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| − | * Update on ATC/Current/AdminGuide/FAQs [https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/FAQs&type=revision&diff=124799&oldid=110355 view diff] (383)
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| | | | |
| − | === 2022-07-19 ===
| + | * Update: PEC-REP/Current/GCXIMCPRG/HRCXIAboutProjects [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GCXIMCPRG/HRCXIAboutProjects&type=revision&diff=128248&oldid=123353 view diff] (updated) |
| − | * Update on PEC-GPA/Current/Administrator/GplusActivityHistory90 [https://all.docs.genesys.com/index.php?title=PEC-GPA/Current/Administrator/GplusActivityHistory90&type=revision&diff=124767&oldid=116709 view diff] (429) | + | **: Learn how to use the Projects Reference Guide. Use this guide to help you with your next project. |
| − | 60<pre>Adding: 'to enable or disable the creation of activity logs'</pre>
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| | | | |
| − | === 2022-07-18 ===
| + | * Update: ATC/Current/AdminGuide/Trigger [https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/Trigger&type=revision&diff=128229&oldid=120470 view diff] (updated) |
| − | * Update on PEC-OU/Current/CXContact/dashboardconfiguration [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/dashboardconfiguration&type=revision&diff=124615&oldid=118240 view diff] (385) | + | **: There is an update about actionmapEstimate: View |
| − | 344<pre>Adding: 'Specify a default dashboard
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| − | You can customize a dashboard and set it as the default one for a partition. '
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| − | Adding: 'o specify a dashboard as the default dashboard, click the
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| − | Load
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| − | icon
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| − | on the upper-right corner of the analytics page, and then click the
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| − | Make default
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| − | icon.
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| − | '
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| − | Adding: 'a dashboard
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| − | The
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| − | Configure '
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| − | Adding: '
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| − | window in the
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| − | '</pre>
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| − | * Small update in PEC-OU/Current/CXContact/PacingOptions [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/PacingOptions&type=revision&diff=124614&oldid=58481 view diff] (-53) | |
| − | 329<pre>Adding: '
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| − | tab or the
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| − | '
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| − | Adding: 'll dialing modes
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| − | Specifies the timeout of the call'
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| − | Adding: ' That is, the time at which the dialer should consider that the call is not answered by call party.
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| − | Calculate Duplicates
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| − | All dialing modes'
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| − | Adding: 'elect this check box to calculate duplicates during the pre-loading of campaign groups'</pre>
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| − | * Update on PEC-OU/Current/CXContact/FTPAutomation [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/FTPAutomation&type=revision&diff=124613&oldid=119408 view diff] (411) | |
| − | 527<pre>Adding: '.
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| − | The file is imported into'
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| − | Deleting: '.
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| − | The file is imported into CX Contact'
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| − | Deleting: ' in CX Contact'
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| − | Adding: 'When you are using list automation, it is possible that duplicate files are imported. Select the
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| − | Ignore duplicate files
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| − | check box to ignore duplicates with the same file name and extension.
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| − | '
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| − | Adding: '.
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| − | If you want to move files to a specific file path after import, select the
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| − | Move files after import to...
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| − | check box. In the
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| − | Destination Path
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| − | field, specify the path to which the files should be moved'</pre>
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| − | * Update on PrivateEdition [https://all.docs.genesys.com/index.php?title=PrivateEdition&type=revision&diff=124605&oldid=120672 view diff] (-532)
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| − | * Small update in ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode [https://all.docs.genesys.com/index.php?title=ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode&type=revision&diff=124599&oldid=117438 view diff] (-11)
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| − | 289<pre>Deleting: 'Beta Program
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| − | Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.'</pre>
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| | | | |
| − | === 2022-07-15 ===
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| − | * Update on DES/Current/Designer/CustomVars [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/CustomVars&type=revision&diff=124515&oldid=86589 view diff] (223)
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| − | 126<pre>Adding: '
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| − | See how it works
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| − | Watch the following video to see how you can manage custom variables for field codes in Designer:
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| − | '</pre>
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| − | * Small update in UseCases/Current/GenesysCloud/WE01 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysCloud/WE01&type=revision&diff=124514&oldid=124363 view diff] (-68)
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| | | | |
| − | === 2022-07-14 === | + | === 2022-09-09 === |
| − | * Small update in GWS/Current/GWSPEGuide/ConfigureTLS [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/ConfigureTLS&type=revision&diff=124477&oldid=119922 view diff] (25) | + | * Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes [https://all.docs.genesys.com/index.php?title=PEC-AS/Current/ManageCC/Email_addresses_and_mailboxes&type=revision&diff=128082&oldid=126772 view diff] (updated) |
| − | 219<pre>Adding: 'following truststore paths and passwords in the
| + | **: Steps 1-8 are to register an Azure public client application for the mailbox(es) that will be accessed by Genesys. A single Azure application can support all mailboxes for the same company. |
| − | values.yaml
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| − | file'
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| − | Adding: 'Agent Setup'
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| − | Adding: 'Agent Setup'
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| − | Adding: 'Agent Setup'
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| − | Adding: 'following truststore paths and passwords in the GWS
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| − | values.yaml
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| − | file'</pre>
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| − | * New page added: ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff [https://all.docs.genesys.com/index.php?title=ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff view]
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| − | * Small update in ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm [https://all.docs.genesys.com/index.php?title=ReleaseNotes/Current/GenesysEngage-cloud/Digital_ChannelsHelm&type=revision&diff=124474&oldid=107153 view diff] (56)
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| − | 49<pre>Adding: '
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| − | Digital Channels Private Edition Guide'</pre>
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| − | * Update on PEC-AD/Current/WWEPEGuide/Logging [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/WWEPEGuide/Logging&type=revision&diff=124471&oldid=121473 view diff] (372) | |
| − | 399<pre>Adding: ', to server static'
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| − | Adding: 'eb resources, to browsers. The NGINX logs, including access logs,'
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| − | Adding: 'and are centralized into the logging platform like the other Multicloud services'
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| − | Adding: 'The Workspace Web Edition web application running in the agent’s browser uses the Telemetry service to capture logs centrally. '
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| − | Adding: ' the
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| − | Telemetry Service Private Edition Guide
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| − | .
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| − | Refer to'</pre>
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| − | * New content added to UseCases/Current/GenesysEngage-cloud/CE12 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-cloud/CE12&type=revision&diff=124461&oldid=116533 view diff] (1828)
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| − | * Update on WID/Current/GCAPI/WebChat [https://all.docs.genesys.com/index.php?title=WID/Current/GCAPI/WebChat&type=revision&diff=124457&oldid=124235 view diff] (157)
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| − | 135<pre>Adding: ' The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.
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| − | '</pre>
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| − | * New content added to WID/Current/SDK/WebChat-combined [https://all.docs.genesys.com/index.php?title=WID/Current/SDK/WebChat-combined&type=revision&diff=124444&oldid=110190 view diff] (2461)
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| − | 1653<pre>Adding: ' The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.
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| − | '
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| − | Adding: '
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| − | Terminate Chat session on contact side
| |
| − | 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.
| |
| − | First, set up a text message informing the contact that the chat is terminated by using a
| |
| − | Play Message Block
| |
| − | .
| |
| − | Next, set up the Widget Register Handler for
| |
| − | WebChatService.messageReceived
| |
| − | (or look for the
| |
| − | messageAdded
| |
| − | event) to get notifications about messages received, then send the
| |
| − | endChat
| |
| − | command when the text message is received. For information about Genesys Widgets events and commands, refer to
| |
| − | Genesys Widget API Events
| |
| − | and
| |
| − | Genesys Widget API Commands | |
| − | . | |
| − | Finally, add the following customized script:
| |
| − | window._genesys.widgets.onReady = function(CXBus){
| |
| − |
| |
| − | var oWH = CXBus.registerPlugin(\"WebChatHandler\");
| |
| − |
| |
| − | oWH.subscribe(\"WebChatService.messageReceived\", function (e) {
| |
| − |
| |
| − | if(e.data) {
| |
| − |
| |
| − | /**
| |
| − | * Extract the sample data (can be the Playback message configured in Designer)
| |
| − | * and look for a specific condition to end the chat
| |
| − | */
| |
| − |
| |
| − | const {messages} = e.data || {};
| |
| − | let sPlayMessage = (messages) ? messages.find(message => message.type == 'Message' && message.text == 'play message') : \"\";
| |
| − |
| |
| − | if(sPlayMessage) {
| |
| − |
| |
| − | oWH.command(\"WebChatService.endChat\");
| |
| − |
| |
| − | /**
| |
| − | * Check for the chat session data stored in localStorage and clear it
| |
| − | */
| |
| − |
| |
| − | (window.localStorage.getItem(\"WebChatSessionData\")) ? window.localStorage.removeItem(\"WebChatSessionData\") : \"\";
| |
| − | }
| |
| − | }
| |
| − | });
| |
| − | };
| |
| − | '</pre>
| |
| − | * Update on System/General security and compliance information [https://all.docs.genesys.com/index.php?title=System/General_security_and_compliance_information&type=revision&diff=124443&oldid=120333 view diff] (214)
| |
| − | 133<pre>Adding: 'Genesys Multicloud privacy policy
| |
| − | Genesys'
| |
| − | Adding: 'general security overview
| |
| − | Security
| |
| − | Security overview for Multicloud CX '</pre>
| |
| − | * New page added: System/Generalsecurityoverview [https://all.docs.genesys.com/index.php?title=System/Generalsecurityoverview view]
| |
| | | | |
| − | === 2022-07-13 ===
| |
| − | * Small update in DES/Current/Designer/Videos [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/Videos&type=revision&diff=124405&oldid=93972 view diff] (-11)
| |
| − | 449<pre>Adding: 'How Partition-Based Access Control works
| |
| − | From:
| |
| − | Partition-Based Access Control
| |
| − | Managing Personally Identifiable Information (PII) in Designer
| |
| − | From:
| |
| − | Manage personally identifiable information
| |
| − | Setting up Partition-Based Access Control
| |
| − | From:
| |
| − | Partition-Based Access Control
| |
| − | '
| |
| − | Deleting: 'How Partition-Based Access Control works
| |
| − | From:
| |
| − | Partition-Based Access Control
| |
| − | Setting up Partition-Based Access Control
| |
| − | From:
| |
| − | Partition-Based Access Control
| |
| − | '</pre>
| |
| | | | |
| − | === 2022-07-12 === | + | === 2022-09-08 === |
| − | * New content added to PEC-DC/Current/Administrator/AdvancedChat [https://all.docs.genesys.com/index.php?title=PEC-DC/Current/Administrator/AdvancedChat&type=revision&diff=124378&oldid=109658 view diff] (11754) | + | * Update: VM/Current/VMPEGuide/UpgradeVoicemail [https://all.docs.genesys.com/index.php?title=VM/Current/VMPEGuide/UpgradeVoicemail&type=revision&diff=128004&oldid=96493 view diff] (updated) |
| − | 27318<pre>Adding: 'and configuration '
| + | **: Some parameters in the canary_override_values.yaml file must be overridden. This file is passed to the Helm chart during the deployment of a canary instance. The procedure to rollback voicemail is similar to voice microservices rollback. |
| − | Adding: ', such as:'
| |
| − | Adding: 'last agent routing, and chatbot strategies in
| |
| − | Designer
| |
| − | . This document also lists some real-time and historical reports available for'
| |
| − | Adding: 'dvanced Chat.
| |
| − | '
| |
| − | Adding: 'elated documentation:
| |
| − | How Digital'
| |
| − | Adding: 'orks
| |
| − | Important
| |
| − | '
| |
| − | Adding: 'used in some places in this article. It is the simplified name used for the Digital Channels application and nodes.
| |
| − | Prerequisites and feature comparison
| |
| − | The follo'
| |
| − | Adding: 'ing components are required to implement Advanced Chat:
| |
| − | Agent Setup
| |
| − | or
| |
| − | '
| |
| − | Deleting: 'application and nodes, so you’ll see that name referenced throughout this document.
| |
| − | '
| |
| − | Adding: 'te Edition Guide'
| |
| − | Adding: '
| |
| − | Agent Workspace'
| |
| − | Adding: '
| |
| − | Push Notifications
| |
| − | '
| |
| − | Adding: '
| |
| − | Asynchronous Chat
| |
| − | Asynchronous (async) Chat is the latest evolution in web chat.
| |
| − | a·syn·chro·nous
| |
| − | : not happening at the same time; not simultaneous; not concurrent.
| |
| − | Async chat breaks down the barriers between the contact and the contact center. It allows for long running conversations (called sessions). It grants the ability to send messages and receive replies anytime and anywhere. Async Chat is a feature of Advanced Chat. It keeps chats open after the last agent leaves the session. An agent can rejoin the session until the session is marked as
| |
| − | Done
| |
| − | .
| |
| − | '
| |
| − | Adding: 'are some of the key features provided by'
| |
| − | Adding: ':
| |
| − | Integration'
| |
| − | Adding: 'ith chatbots
| |
| − | Image and emoji support
| |
| − | '
| |
| − | Adding: 'gent starting an outbound message'
| |
| − | Deleting: 'Yes
| |
| − | No
| |
| − | '
| |
| − | Adding: 'ntegration of other digital channels including '
| |
| − | Adding: '
| |
| − | The following channels support the ad'
| |
| − | Adding: 'anced chat'
| |
| − | Adding: 'then Agent Workspace has the follo'
| |
| − | Adding: 'ing behavior:
| |
| − | A new session is created each time a contact or agent starts an interaction.
| |
| − | The agent history does not display the previous conversations in the chat interaction view.
| |
| − | To enable asynchronous chat for Widgets'
| |
| − | Adding: 'check
| |
| − | Enable As'
| |
| − | Adding: 'nc WebChat
| |
| − | in the Widget configuration'
| |
| − | Adding: 'Refer to the
| |
| − | '
| |
| − | Adding: 'onfiguration
| |
| − | section in this article for configuration information'
| |
| − | Adding: 'demonstrates'
| |
| − | Adding: 'an organization's web or mobile c'
| |
| − | Adding: 'chat session is asynchronous by default and long-lived.
| |
| − | A contact of an airline uses chat (web or mobile channel) to request a boarding pass.
| |
| − | An agent accepts the chat interaction in Agent Workspace. The chat is displayed in the
| |
| − | '
| |
| − | Adding: 'rsation
| |
| − | tab'
| |
| − | Adding: 'The contact a'
| |
| − | Adding: 'from the contact'
| |
| − | Adding: 'Unfortunately, the contact cannot find the booking number right away so they leave the chat to look for it.
| |
| − | The agent marks the interaction as
| |
| − | Done
| |
| − | .
| |
| − | Tip
| |
| − | Agent Workspace enables the agent to be subscribed to the contact, so the agent can access the contact anytime using the
| |
| − | Communication
| |
| − | tab.
| |
| − | The contact resumes the chat to share the booking number with the agent. '
| |
| − | Adding: 'ontact center uses the
| |
| − | Last Agent Routing
| |
| − | strategy, the
| |
| − | Designer
| |
| − | application is not used until the
| |
| − | asynchold queue
| |
| − | timeout expires; therefore, the agent who originally handled the interaction recei'
| |
| − | Adding: 'For information about how to configure the
| |
| − | asynchold queue
| |
| − | timeout, refer to'
| |
| − | Adding: '.
| |
| − | The agent accepts the chat and resumes the conversation using the
| |
| − | Conversation
| |
| − | tab.
| |
| − | The agent re'
| |
| − | Adding: 'ires more time to complete'
| |
| − | Adding: 'ontact; h'
| |
| − | Adding: 'After the contact completes'
| |
| − | Deleting: ' is completed'
| |
| − | Adding: 'tab, sharing'
| |
| − | Deleting: 'handling '
| |
| − | Adding: ' handling'
| |
| − | Adding: 'ir status to'
| |
| − | Adding: 'ontact returns to the'
| |
| − | Adding: 'ontact and replies'
| |
| − | Adding: 'synchronous Chat on-premises versus in the cloud
| |
| − | If you have previously used asynchronous chat in an on-premises environment, such as Genesys Chat Server, you will find that there are some differences in the way asynchronous chat behaves in the'
| |
| − | Adding: 'igital Channels cloud environment.
| |
| − | For example, Chat Server on-premises '
| |
| − | Adding: 'eeps interaction active only for the duration of the interaction; however, Digital Channels adds the session concept: individual interactions start and end as usual, but interactions with a contact are associated into a session to keep the conversation going. '
| |
| − | Adding: 'session model is simpler and more flexible.
| |
| − | Here are some benefits of Digital Channels asynchronous chat over the old on-premises asynchronous chat:
| |
| − | There is no longer a need to put chat interactions on hold to continue a conversation.
| |
| − | Interactions can be close or started '
| |
| − | Adding: 'thout affecting the session with the contact.
| |
| − | Interactions no longer time out.
| |
| − | There is no need to wake up a session because sessions are not held.
| |
| − | It is not necessary to add async reports to GCXI to manage long duration interactions.
| |
| − | The
| |
| − | Conversation
| |
| − | tab provides a session transcript which allows agents to access previous interactions with a contact.
| |
| − | The
| |
| − | Communication
| |
| − | tab provides access to past interactions and enables agents to message contacts without an active interaction.
| |
| − | '
| |
| − | Adding: 's are alerted about new messages from contacts that the agent has worked with. If the agent does not respond, the interaction is routed through
| |
| − | '
| |
| − | Adding: 'igner
| |
| − | .
| |
| − | Agent User Interfaces
| |
| − | Asynchronous chat is integrated into
| |
| − | Agent Wor'
| |
| − | Adding: 'space
| |
| − | . Two new tabs are provided to enable advanced chat handling capabilities, the
| |
| − | Conversation
| |
| − | tab and the
| |
| − | Communication
| |
| − | tab.
| |
| − | Conversation tab
| |
| − | The
| |
| − | Conversation
| |
| − | tab displays the content of the current and previous interactions between the agent and a contact until the interaction is marked as
| |
| − | Done
| |
| − | . When an interaction is completed and marked as
| |
| − | Done
| |
| − | , it is removed from the
| |
| − | Conversation
| |
| − | tab. Agents can use the
| |
| − | Communication
| |
| − | tab to reactivate and resume an interaction by selecting the contact's name from the subscription list. Active interactions can be transferred from the
| |
| − | Conversation
| |
| − | tab.
| |
| − | Agents can use the Channel Selector in the
| |
| − | Conversation
| |
| − | tab to review and send messages using other Digital Channels that the contact has previously used to contact your organization. When an agent clicks a channel to select it, the transcript area updates to display the messages that have been exchanged on that channel. To send a message on that channel, the agent types something in the message composition field.
| |
| − | View accessible description of this image
| |
| − | Important
| |
| − | Interactions no longer must be put on hold or placed in a workbin to extend conversations. Instead, agents access the
| |
| − | Communication
| |
| − | tab to view and reactivate interactions that are marked as
| |
| − | Done
| |
| − | .
| |
| − | Communication tab
| |
| − | The
| |
| − | Communication
| |
| − | tab enables agents to continue conversations with contacts using multiple channels from a single interface. The Communication tab includes the following features'
| |
| − | Adding: 'Assigned contacts
| |
| − | : A list of contacts that an agent is subscribed to. The contacts on this list are those that the agent has recently interacted with. More than one agent may be subscribed to the same contact. Agents can unsubscribe from a contact.
| |
| − | Transcript
| |
| − | : The transcript of all previous messaging interactions with the selected assigned contact.
| |
| − | '
| |
| − | Adding: 'hannel selector
| |
| − | : Agents can use the Channel Selector to re'
| |
| − | Adding: 'iew and send messages using other Digital '
| |
| − | Adding: 'hannels that the contact has previously used to contact your organization. When an agent clicks a channel to select it, the transcript area updates to display the messages that have been exchanged on that channel.
| |
| − | Message composition field
| |
| − | : A message field enables an agent to send a message to the contact without starting a new interaction or to start an interaction on one of the available channels.'
| |
| − | Adding: 'tact information
| |
| − | : A list of all the communication channels a'
| |
| − | Adding: 'ailable for a contact. New interactions can be started from this view.
| |
| − | Notifications
| |
| − | : A library of structured messages that can be sent to contacts.
| |
| − | View accessible description of this image
| |
| − | Supervision
| |
| − | Agent Workspace
| |
| − | Supervisor features
| |
| − | are all available with asynchronous chat, including real-time chat monitoring. Supervisors can use the
| |
| − | Communications
| |
| − | tab to search for a contact and then review all the transcripts associated with past interactions with the contact.
| |
| − | Subscription'
| |
| − | Adding: '
| |
| − | Communication
| |
| − | tab has '
| |
| − | Adding: 'o views, the list of
| |
| − | Assigned contacts
| |
| − | and the transcript of interactions with a contact selected in the
| |
| − | Assigned contacts
| |
| − | list. The
| |
| − | Communications
| |
| − | tab'
| |
| − | Deleting: 'ed in the
| |
| − | Conversation
| |
| − | panel until the interaction is marked as
| |
| − | Done
| |
| − | . This panel also displays all the previous interactions between the agent and the contact. | |
| − | Communication panel
| |
| − | The
| |
| − | Communication
| |
| − | panel displays the contacts to whom the agent is subscribed.
| |
| − | Important
| |
| − | The options to put an interaction on hold or place it in a workbin are no longer available. Instead, agents can access the Communication panel to view or reactivate the interactions that were marked as Done.
| |
| − | Once an interaction is completed and marked as
| |
| − | Done
| |
| − | , the interaction is removed from the
| |
| − | Conversation
| |
| − | panel. However, the agent can access the
| |
| − | Communication
| |
| − | Panel to reactivate and resume the interaction by selecting the contact name.
| |
| − | Genesys recommends that you set the following option to
| |
| − | false
| |
| − | in the Workspace application object:
| |
| − | Section
| |
| − | Option name
| |
| − | Value
| |
| − | [Interaction-workspace]
| |
| − | privilege.chat.can-place-on-hold-async
| |
| − | false
| |
| − | Supervisors cannot view or manage contacts within an agent’s
| |
| − | Communication
| |
| − | panel. Unlike workbins, the
| |
| − | Communication
| |
| − | panel is simply a list of contacts for agents. However, supervisors can monitor other agents' chats by searching for the customer's name in the
| |
| − | Communication
| |
| − | panel to view the active chat session.
| |
| − | An agent cannot transfer an interaction to another agent from the
| |
| − | Communication
| |
| − | panel. Agents can transfer only an active interaction.
| |
| − | Agent subscription
| |
| − | Agents are automatically subscribed to the customers they interact with. The
| |
| − | Communications
| |
| − | panel show'
| |
| − | Adding: 'of the most recent contacts an agent has interacted with'
| |
| − | Adding: 'When an agent handles an interaction, the agent is automatically subscribed to the contact they inter'
| |
| − | Adding: '.
| |
| − | Subscribed contacts are automatically removed from the list if they have not had'
| |
| − | Adding: '. An agent can manu'
| |
| − | Adding: 'cancel a subscription by clicking the
| |
| − | X
| |
| − | next to the contact’s name in the
| |
| − | Assigned contacts
| |
| − | lis'
| |
| − | Adding: 'ancelling a subscription does not delete the contact'
| |
| − | Adding: 'resubscribe to a contact'
| |
| − | Adding: 'an agent can search for the contact using the
| |
| − | '
| |
| − | Adding: 'this scenario'
| |
| − | Adding: 'the interaction handles it'
| |
| − | Adding: 'Other subscribed agents can see the unread message indicator, but they must pull the interaction to see if another agent has replied to it or not. Refer to
| |
| − | How subscriptions and notifications are handled
| |
| − | for more details.
| |
| − | Important
| |
| − | '
| |
| − | Adding: 'ere is no visual indicator to specif'
| |
| − | Adding: 'whether another agent has replied to the contac'
| |
| − | Adding: 'Agents can review the transcript or histor'
| |
| − | Adding: ' to determine the status of the interaction'
| |
| − | Adding: 'Genesys recommends that agents handle chat interactions in the following ways to manage the number of subscribed contacts displayed in the
| |
| − | Communication
| |
| − | tab:
| |
| − | If a case is resolved and an agent does not expect any more contact messages for the case, they can mark the interaction as
| |
| − | Done
| |
| − | , then immediately navigate to the
| |
| − | Communication
| |
| − | tab, search for the contact name, and unsubscribe from the contact.
| |
| − | If an agent requires more time to research a case, they can mark the interaction as
| |
| − | Done
| |
| − | but do not unsubscribe from the contact. '
| |
| − | Adding: 'hen the agent is read'
| |
| − | Adding: ' to message the contact, they can find the contact in the
| |
| − | Communication
| |
| − | tab, then '
| |
| − | Adding: 'rite a ne'
| |
| − | Adding: ' message in the
| |
| − | Write a message
| |
| − | field to create a new outgoing message. This does not create a new interaction. It sends the agent's message to the contact. The next time the contact opens the chat the'
| |
| − | Adding: 'll access the message. The agent can also click the chat icon next to the contact name. This creates a new interaction.
| |
| − | Tip
| |
| − | If an agent uses the
| |
| − | Write a message
| |
| − | option to send a message to a contact to whom they are not subscribed, the agent does not become subscribed to the contact.
| |
| − | 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.
| |
| − | To be subscribed to a contact from'
| |
| − | Adding: 'tab, the agent must initiate an interaction by clicking the chat icon n'
| |
| − | Adding: 't to the contact name'
| |
| − | Adding: 'or accept an interaction notification from the contact.
| |
| − | Manual subscription
| |
| − | The Search function in'
| |
| − | Adding: 's
| |
| − | tab accesses the entire databas'
| |
| − | Deleting: ' Contacts are added in the specific order and do not get re-ordered, so the current contact may not be at the top, but agents can easily search by contact name within the list.
| |
| − | If the agent needs more time to research a case, they can simply mark
| |
| − | Done
| |
| − | on the interaction and let the customer name stay in their
| |
| − | Communication
| |
| − | panel for easy access when they need to initiate an outbound message. They can either use the
| |
| − | write a message
| |
| − | field at the bottom of the
| |
| − | Conversation
| |
| − | section or click the chat icon next to the contact’s name on the right-side panel. The
| |
| − | write a message
| |
| − | field does not create a new interaction and is intended for quick replies when we assume the customer is offline. The chat icon allows agents to open the full chat conversation window to create or continue an interaction, which is better suited if you expect to continue the conversation with the customer. Once the case is resolved, agent can click
| |
| − | X
| |
| − | next to the customer name to remove them from the list in the
| |
| − | Communication
| |
| − | panel.
| |
| − | Tip
| |
| − | The
| |
| − | write a message
| |
| − | field does not create a new interaction and is intended for quick replies when you assume the customer is offline.
| |
| − | If the agent is not subscribed to that customer and the agent uses the
| |
| − | write a message
| |
| − | option to send a message, the agent is not subscribed to the contact. To be subscribed, the agent must initiate an interaction using the
| |
| − | Chat
| |
| − | icon in the contact information next the name, or accept an interaction via the pop-up notification in '
| |
| − | Adding: 's can find a contact using S'
| |
| − | Adding: 'How subscriptions and notifications are handled'
| |
| − | Adding: 'a contact replies to an interaction. However, if subscribed agents are unavailable when the
| |
| − | as'
| |
| − | Deleting: '. If the subscribed agents are unavailable until the
| |
| − | asy'
| |
| − | Adding: 'contact might be returned to'
| |
| − | Adding: ' To prevent a contact from being sent back to the beginning of the bot workflow after the
| |
| − | asynchold queue
| |
| − | timeout expires, configure a strategy in
| |
| − | Designer
| |
| − | to handle this situation.'
| |
| − | Adding: 'To change the timeout, contact your Genesys representative. To skip the
| |
| − | asynchold queue
| |
| − | timeout, configure the
| |
| − | nexus_asynchold_enable
| |
| − | option. For more information, refer to the
| |
| − | Configuration
| |
| − | section of this article.
| |
| − | You can choose not to use Last Agent Routing in the Designer application. '
| |
| − | Adding: 'n that case, if an agent misses the notification of a contact repl'
| |
| − | Deleting: 'ou need to change this timeout, contact your Genesys representative. You can skip the
| |
| − | asynchold queue
| |
| − | timeout by configuring the
| |
| − | nexus_asynchold_enable
| |
| − | option. For more information, see
| |
| − | Configuration
| |
| − | .
| |
| − | You can choose not to use Last Agent Routing in your Designer application. If the agent misses the pop-up notification that a customer replied'
| |
| − | Adding: 'an unread message indicator is displayed'
| |
| − | Adding: 'e contact customer in the'
| |
| − | Adding: 'If a subscribed agent is unavailable '
| |
| − | Adding: 'hen a contact'
| |
| − | Adding: 'the interaction'
| |
| − | Adding: '
| |
| − | asynchold queue
| |
| − | '
| |
| − | Adding: 'ontact by'
| |
| − | Adding: 'displayed to contacts. If your preference is to prioritize using the same agent for a case, then you can configure the timeout for Last Agent Routing to be longer; howe'
| |
| − | Adding: 'er, this might result in longer wait times for contact'
| |
| − | Adding: '
| |
| − | The following diagram shows a t'
| |
| − | Adding: 'pical Last Agent Routing workflow:
| |
| − | Chatbot to agent handover
| |
| − | Chat interactions are transferred to agents from Chatbots b'
| |
| − | Adding: 'onfigure Chatbot timeouts using
| |
| − | '
| |
| − | Adding: 'and agent subscription
| |
| − | When an interaction is restarted by a contact, subscribed agents are notified about the interaction. If no subscribed agent is available before the
| |
| − | asynchold queue
| |
| − | timeout (the default is 5 minutes), Designer applies a bot workflow. To prevent a contact from being sent back to the beginning of the bot workflow after the
| |
| − | asynchold queue
| |
| − | timeout expires, you must configure a strategy in Designer to handle this situation. the strategy should send the interaction to the queue rather than back to the chatbot. This can be done by setting an attached data value to indicate that the contact has already interacted with the chatbot.
| |
| − | Configuration
| |
| − | Tip
| |
| − | If you want to make some of the following setting changes yourself, contact Genesys to enable the Digital Admin UI.
| |
| − | To connect Workspace Web Edition to Digital Channels, you might have to set the following options to specify the UR'
| |
| − | Adding: 's for the chat service:
| |
| − | interaction-workspace/chat-nexus.service-url
| |
| − | : Specifies the Digital Channels (Nexus) service URL to access the chat service.
| |
| − | interaction-workspace/chat-nexus.web-components.url
| |
| − | : Specifies the URL of the Digital Channels (Nexus) Web Components if the URL is different from the service URL.
| |
| − | Genesys recommends that you set the value of the
| |
| − | interaction-workspace/privilege.chat.can-place-on-hold-async
| |
| − | option to
| |
| − | false
| |
| − | in the Workspace Web Edition application object.
| |
| − | The following table describes some of the features of'
| |
| − | Adding: 'dvanced chat. Some are configurable and some are not:
| |
| − | Parameter
| |
| − | or
| |
| − | Feature
| |
| − | Default
| |
| − | How to configure
| |
| − | Access to the
| |
| − | Conversation
| |
| − | and
| |
| − | Communication
| |
| − | tabs.
| |
| − | Enabled
| |
| − | privilege.chat-nexus.can-use = true (Advanced chat is enabled)
| |
| − | chat-nexus.service-url (U'
| |
| − | Adding: 'L is set to the default for your deployment)
| |
| − | chat-nexus.web-components.url (URL is set to the default for your deployment)
| |
| − | Use the
| |
| − | Conversation
| |
| − | tab
| |
| − | but not
| |
| − | the
| |
| − | Communication
| |
| − | tab.
| |
| − | Disabled (both are enabled by default)
| |
| − | privilege.chat-nexus.communication.can-use = false (disables the communication tab)
| |
| − | '
| |
| − | Adding: 'aiting time to search for subscribed agents
| |
| − | 5 minutes
| |
| − | Contact '
| |
| − | Adding: 'our Genesys representative to change the timeout.
| |
| − | Skipping the
| |
| − | asynchold queue
| |
| − | timeout for Chat sessions to prevent the display of interaction notifications for subscribed contacts and redirection of the interaction to Designer for routing.
| |
| − | To configure all sessions at the tenant level'
| |
| − | Adding: 'contact your Genesys representative.
| |
| − | To configure this feature for a particular session, add
| |
| − | nexus_asynchold_enable
| |
| − | =
| |
| − | false
| |
| − | to the User Data of the Chat session creation request '
| |
| − | Adding: 'for example, the default User Data for the Chat session in Genesys Widget'
| |
| − | Adding: '
| |
| − | Using the
| |
| − | Write a message
| |
| − | field in the
| |
| − | Communication
| |
| − | tab
| |
| − | Enabled
| |
| − | pri'
| |
| − | Adding: 'ilege.chat-nexus.communication.can-send = true
| |
| − | Continuing interaction sessions through Widgets
| |
| − | Enabled
| |
| − | Uncheck the
| |
| − | Enable A'
| |
| − | Adding: ' WebChat
| |
| − | option in the Widgets configuration to disable this feature.
| |
| − | The maximum number of contacts to'
| |
| − | Adding: 'hich an agent can be subscribed in the
| |
| − | Communication
| |
| − | tab'
| |
| − | Deleting: ' You can configure a strategy in Designer to prevent the customer from going back to the beginning of the bot workflow.
| |
| − | Configuration
| |
| − | The following table describes the options that are configurable and those that cannot be modified:
| |
| − | Parameter
| |
| − | or
| |
| − | Feature
| |
| − | Default
| |
| − | How to configure?
| |
| − | Waiting time to search for subscribed agent(s)
| |
| − | 5 minutes
| |
| − | Contact your Genesys representative to change the timeout.
| |
| − | Skipping the
| |
| − | asynchold queue
| |
| − | timeout for Chat sessions.
| |
| − | This means that agents are not shown pop-up notifications from subscribed contacts, and the interaction is directed to the Designer application for routing.
| |
| − | Contact your Genesys representative for configuring it for all sessions at the tenant level.
| |
| − | To configure it for a particular session, add
| |
| − | nexus_asynchold_enable
| |
| − | equals
| |
| − | false
| |
| − | to the User Data of the Chat session creation request (for example, the default User Data for the Chat session in Genesys Widgets).
| |
| − | Accessing
| |
| − | Conversation
| |
| − | and
| |
| − | Communication
| |
| − | panels
| |
| − | Accessible by agents
| |
| − | Using the
| |
| − | write a message
| |
| − | field in
| |
| − | Communication
| |
| − | panel
| |
| − | Enabled
| |
| − | Contact your Genesys representative to disable this field.
| |
| − | Continuing interaction sessions through Widgets
| |
| − | Enabled
| |
| − | Uncheck the
| |
| − | Enable Async WebChat
| |
| − | option in the Widgets configuration to disable this feature.
| |
| − | Setting maximum number of agents subscribed to customer contacts in the
| |
| − | Communication
| |
| − | panel'
| |
| − | Adding: 'Not configurable.
| |
| − | Multiple agents subscribing to the same contact.
| |
| − | Enabled
| |
| − | Not configurable.
| |
| − | Automatic cancelling of subscription to an inacti'
| |
| − | Adding: 'e contact and removal of contact from an agent's
| |
| − | Communication
| |
| − | tab'
| |
| − | Deleting: '
| |
| − | Multiple agents subscribing to the same contact
| |
| − | Enabled
| |
| − | Unavailable to configure. Multiple agents are always allowed to subscribe to the same contact.
| |
| − | Automatic cancelling of an agent subscription and removal of contact from the agent's Communication panel'
| |
| − | Adding: 'Not configurabl'
| |
| − | Adding: '
| |
| − | Timeout for finding agents or bots.
| |
| − | The timeout is set in Designer.
| |
| − | The duration of interaction notifications to subscribed agents' | |
| − | Adding: 'hen a contact has repli'
| |
| − | Deleting: '
| |
| − | Setting the timeout for finding agents or bots
| |
| − | Set the timeout in Designer application.
| |
| − | Setting the duration of popup notification to agent(s) that a subscribed customer has replied'
| |
| − | Adding: 'Not configurable.
| |
| − | How to hide the Communication and Conversation tabs
| |
| − | If you are a Multicloud CX user who has migrated to Digital Channels, you might want to use Digital Channels without retraining your agents to use the
| |
| − | Conversation
| |
| − | or
| |
| − | Communication
| |
| − | tab. '
| |
| − | Adding: 'se this procedure to hide these tabs:
| |
| − | Open Genesys Administrator Extension (GAX) and '
| |
| − | Adding: 'igate to
| |
| − | Configuration
| |
| − | >
| |
| − | Agent Groups
| |
| − | >
| |
| − | <Agent Group Name>
| |
| − | '
| |
| − | Adding: 'In the
| |
| − | Options
| |
| − | tab of the agent group, for
| |
| − | each
| |
| − | of the following options, click
| |
| − | Add
| |
| − | , then specify the following parameters in the
| |
| − | New
| |
| − | dialog box:
| |
| − | Section
| |
| − | :
| |
| − | interaction-workspace
| |
| − | Key
| |
| − | : Option name
| |
| − | Value
| |
| − | : Option value, such as
| |
| − | true
| |
| − | or
| |
| − | false
| |
| − | , or a U'
| |
| − | Adding: 'L.
| |
| − | Option name
| |
| − | Value
| |
| − | Effect
| |
| − | privilege.chat-nexus.can-use
| |
| − | false
| |
| − | Disables Advanced Chat for each agent in the agent group.
| |
| − | privilege.chat-nexus.communication.can-use
| |
| − | false
| |
| − | Disables, the
| |
| − | Communication
| |
| − | tab is enabled for each agent in the group. Agents are not subscribed to contacts.
| |
| − | privilege.chat-nexus.communication.can-send
| |
| − | false
| |
| − | Agents in the agent group cannot send messages without starting a new interaction to a selected contact by using the
| |
| − | Write a message
| |
| − | field.
| |
| − | Click
| |
| − | Save
| |
| − | after all the options have been added.
| |
| − | Disable AsyncHold by adding
| |
| − | nexus_asynchold_enable
| |
| − | =
| |
| − | false
| |
| − | to the User Data of the Chat session creation request (for example, the default User Data for the Chat session in Genesys Widgets).
| |
| − | Add a customization to Genesys Widgets to end the chat session on the contact's side. '
| |
| − | Adding: 'fer to:
| |
| − | Terminate Chat session on contact side
| |
| − | .
| |
| − | Reporting
| |
| − | Re'
| |
| − | Adding: 's Multicloud CX Reporting on Advanced Chat interactions is based on the following constraints:
| |
| − | All chat interactions are considered to be asynchronous; however'
| |
| − | Adding: 'interactions might b'
| |
| − | Adding: 'or synchronous.
| |
| − | The'
| |
| − | Adding: 'Reporting does not distinguish bet'
| |
| − | Adding: 'nchronous and '
| |
| − | Adding: '.
| |
| − | The following real-time and historical reports are available for Advanced Chat.
| |
| − | Real-time reports
| |
| − | Reporting categor'
| |
| − | Adding: '
| |
| − | Description
| |
| − | Pulse '
| |
| − | Adding: ' Popular reports
| |
| − | Popular r'
| |
| − | Adding: ' that are commonl'
| |
| − | Deleting: '
| |
| − | Description
| |
| − | Pulse - Popular reports
| |
| − | Popular real-time reports that are often'
| |
| − | Adding: 't supported for asynchronous interactions; therefore, there are no specific'
| |
| − | Adding: 'orkbin reports. However'
| |
| − | Deleting: ' there are no specific reports for workbins. However, '
| |
| − | Adding: '
| |
| − | Mobile App support
| |
| − | link to API
| |
| − | Alerts
| |
| − | Chat and callback
| |
| − | Emulating synchronous chat
| |
| − | With Digital Channels, all the messaging based sessions, chats, SMS, WhatsApp, Facebook Messenger, and Twitter DM are asynchronous. However, you can set up your environment to emulate the features of synchronous chat.
| |
| − | Make the following configuration changes to adjust the way that chat interactions are handled:
| |
| − | Agent availability
| |
| − | With asynchronous chat, interactions enter the system regardless of agent availability, including off hours. To disable this feature, set the Chat Widget on your website to display only during business hours.
| |
| − | Last Agent Routing
| |
| − | Last Agent Routing (LAR) is enabled by default in Digital Channels. With LAR, new interactions are held for a specified amount of time while notices are sent to all agents who are subscribed to the contact This enables agents familiar with the contact to have an opportunity to handle the interaction before it is routed by
| |
| − | Designer
| |
| − | . To have each Designer handle each interaction routing set the value of
| |
| − | Asyc Hold
| |
| − | to
| |
| − | false
| |
| − | .
| |
| − | Contact side asynchronous messaging
| |
| − | By definition, asynchronous chat enables contacts to continuously send messages after an agent has ended the chat session. To disable this feature, you must add a customization to Genesys Widgets to close the chat widget on the contact's side. Refer to
| |
| − | Terminate Chat session on contact side
| |
| − | .
| |
| − | Communication tab
| |
| − | The
| |
| − | Communication
| |
| − | tab is the Digital Channels feature that enables agents to manage their contact subscriptions, view messaging transcripts, start new chat interactions, and send messages to contacts after an interaction is closed. To disable the ability to send messages after an interaction is closed, set the value of
| |
| − | Communication can send
| |
| − | to
| |
| − | false
| |
| − | . To hide
| |
| − | Communication
| |
| − | tab, set the value of
| |
| − | privilege.chat-nexus.communication.can-use
| |
| − | to
| |
| − | false
| |
| − | .
| |
| − | Conversation tab
| |
| − | The
| |
| − | Conversation
| |
| − | tab is displayed in the interaction view. It contains a transcript of previous interactions with the current contact. The
| |
| − | Conversation
| |
| − | tab also provides an enhanced chat view by providing additional features such as attachments.
| |
| − | Because some of the functionality of the
| |
| − | Conversation
| |
| − | tab is redundant with the Workspace Web Edition chat interaction view, you might want to hide one of these features:
| |
| − | To disable the
| |
| − | Conversation
| |
| − | tab, set the value of the
| |
| − | privilege.chat-nexus.can-use
| |
| − | option to
| |
| − | false
| |
| − | .
| |
| − | To disable the Workspace Web Edition Chat interaction view transcript and controls while retaining the additional functionality of the
| |
| − | Conversation
| |
| − | tab, set the value of the
| |
| − | privilege.chat-nexus.can-use
| |
| − | option to
| |
| − | true
| |
| − | .
| |
| − | Configuration summary
| |
| − | The following table summarizes the configuration settings you can make to control the behavior of Digital Channels UI features in Workspace Web Edition:
| |
| − | Options for emulating synchronous chat
| |
| − | Name
| |
| − | Description
| |
| − | Mandatory
| |
| − | Default value
| |
| − | chat-nexus.service-url
| |
| − | Specifies the Nexus (Digital Channels) service URL used to access chat API. For example: https://nex-dev.genhtcc.com
| |
| − | Yes
| |
| − | \"\"
| |
| − | chat-nexus.web-components.url
| |
| − | Specifies the nexus-ux WebComponents url used to display the nexus-ux view
| |
| − | (if it is different from the service url). For example: https://nex-dev.genhtcc.com/ux/webcomponents
| |
| − | No
| |
| − | \"\"
| |
| − | privilege.chat-nexus.can-use
| |
| − | Enables the
| |
| − | Conversation
| |
| − | tab in the
| |
| − | Case Side View
| |
| − | (Workspace Chat interaction view).
| |
| − | No
| |
| − | false
| |
| − | privilege.chat-nexus.communication.can-send
| |
| − | Enables agents to send messages from the
| |
| − | Communication
| |
| − | tab without starting an interaction.
| |
| − | No
| |
| − | false
| |
| − | privilege.chat-nexus.communication.can-use
| |
| − | Enables the
| |
| − | Communication
| |
| − | tab in the Workspace Web Edition
| |
| − | Connect
| |
| − | group.
| |
| − | No
| |
| − | false
| |
| − | '</pre>
| |
| − | * Small update in PEC-Chat/HIW [https://all.docs.genesys.com/index.php?title=PEC-Chat/HIW&type=revision&diff=124377&oldid=116856 view diff] (65)
| |
| − | * Small update in PEC-AD/Current/Agent/ADMessaging [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADMessaging&type=revision&diff=124368&oldid=124125 view diff] (-49)
| |
| − | 28<pre>Deleting: '
| |
| − | text text text
| |
| − | '</pre>
| |
| − | * Update on UseCases/Current/GenesysCloud/WE01 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysCloud/WE01&type=revision&diff=124363&oldid=110423 view diff] (557)
| |
| − | 12<pre>Adding: '2
| |
| − | '</pre>
| |
| − | * Small update in UseCases/Current/GenesysCloud/CE34 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysCloud/CE34&type=revision&diff=124359&oldid=121159 view diff] (-5)
| |
| − | * Small update in DES/Current/Designer/PII [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/PII&type=revision&diff=124354&oldid=124351 view diff] (7)
| |
| − | * Small update in DES/Current/Designer/PII [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/PII&type=revision&diff=124351&oldid=124348 view diff] (10)
| |
| − | * Update on DES/Current/Designer/PII [https://all.docs.genesys.com/index.php?title=DES/Current/Designer/PII&type=revision&diff=124348&oldid=113233 view diff] (907)
| |
| − | 537<pre>Adding: 'See how it works
| |
| − | The following video shows you how PII rules can be used to protect private information:
| |
| − | '
| |
| − | Adding: '.
| |
| − | PII Rules Management also supports
| |
| − | partial masking
| |
| − | '
| |
| − | Adding: '
| |
| − | Partial masking
| |
| − | You can partially mask sensitive information by using capturing groups in your regex. Use $<group-index> in the
| |
| − | Replace with
| |
| − | field for any group you want to exclude from the mask.
| |
| − | To exclude more than one capturing group, each subsequent group must have at least one replacement symbol before the group in the
| |
| − | Replace with
| |
| − | field.
| |
| − | '</pre>
| |
| | | | |
| − | === 2022-07-11 ===
| + | * Update: PEC-AS/Current/ManageCC/Salesforce options [https://all.docs.genesys.com/index.php?title=PEC-AS/Current/ManageCC/Salesforce_options&type=revision&diff=127992&oldid=126608 view diff] (updated) |
| − | * Small update in UseCases/Current/GenesysCloud/CE37 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysCloud/CE37&type=revision&diff=124304&oldid=110434 view diff] (-24) | + | **: This guide explains how to use the configuration options listed in this article. Refer to the following articles to learn about what these options do and how they work together. |
| − | * Small update in UseCases/Current/PureConnect/CE22 [https://all.docs.genesys.com/index.php?title=UseCases/Current/PureConnect/CE22&type=revision&diff=124294&oldid=78123 view diff] (-30)
| |
| − | * Small update in ATC/Deprecation-API endpoint change for web gateway service [https://all.docs.genesys.com/index.php?title=ATC/Deprecation-API_endpoint_change_for_web_gateway_service&type=revision&diff=124290&oldid=121690 view diff] (4)
| |
| − | * New page added: PEC-DC/Current/DCPEGuide/ProvisionEmail [https://all.docs.genesys.com/index.php?title=PEC-DC/Current/DCPEGuide/ProvisionEmail view]
| |
| − | * Update on PEC-DC/Current/DCPEGuide/ProvisionSMS [https://all.docs.genesys.com/index.php?title=PEC-DC/Current/DCPEGuide/ProvisionSMS&type=revision&diff=124276&oldid=110432 view diff] (915)
| |
| − | 11846<pre>Adding: 'connectivity for in'
| |
| − | Adding: 'conversations and outbound campaign'
| |
| − | Adding: 'Genesys Multicloud'
| |
| − | Adding: 'X supports'
| |
| − | Adding: 'interactions using one of these three options: '
| |
| − | Adding: 'in connector to Kaleyra'
| |
| − | Adding: 'text messaging service, a custom gateway '
| |
| − | Adding: 'ith a third-party messaging API, or a built-in connector to Genesys Cloud CX'
| |
| − | Adding: 'ggregation service.
| |
| − | After completing the setup steps on this page, you will '
| |
| − | Adding: 'e able to'
| |
| − | Deleting: 'Set up Digital Channels to use Genesys Messaging Aggregation
| |
| − | O'
| |
| − | Adding: 'messages from your customers on your corporate short code or long code and allo'
| |
| − | Adding: ' a Designer application or agent to respond to them'
| |
| − | Adding: '
| |
| − | Send SMS messages in your out'
| |
| − | Adding: 'ound campaigns through'
| |
| − | Adding: '
| |
| − | To get started, complete the configuration steps for
| |
| − | one
| |
| − | of the following scenarios:
| |
| − | Set up Digital Channels to use Kaleyra SMS
| |
| − | OR
| |
| − | Set up Digital Channels to use a Custom'
| |
| − | Adding: 'ateway
| |
| − | OR
| |
| − | Set up Digital '
| |
| − | Adding: 'hannels to use'
| |
| − | Adding: ' SMS Agreegation
| |
| − | Option 1: Set up Digital Channels to use Kaleyra SMS
| |
| − | Complete the steps in this section to set up Digital Channels to use the built-in connector to Kaleyra'
| |
| − | Adding: ' the
| |
| − | prerequisites
| |
| − | table.
| |
| − | Use the Digital Channels pro'
| |
| − | Adding: 'ces definition
| |
| − | .
| |
| − | Manage and provision sender '
| |
| − | Deleting: '.
| |
| − | Create a '
| |
| − | Deleting: 'igital Channels API key for Genesys Cloud CX
| |
| − | .
| |
| − | Use the Digital Channels provisioning API to
| |
| − | create Digital Channels services definition
| |
| − | .
| |
| − | Manage phone numbers and email domain'
| |
| − | Deleting: 'GWS tenant '
| |
| − | Adding: 'mpany's sender id
| |
| − | $tfn
| |
| − | string
| |
| − | 1650466114
| |
| − | The sender id can be a short code (5 digits) or a long code (10 digits).
| |
| − | '
| |
| − | Adding: 'Digital Channels U'
| |
| − | Adding: 'L
| |
| − | $baseURL
| |
| − | string
| |
| − | http://digital.example.com
| |
| − | Publicly available URL for Digital Channels API
| |
| − | Kaleyra API URL
| |
| − | $kaleyraURL
| |
| − | string
| |
| − | http://directtext.mgage.com
| |
| − | URL for Kaleyra SMS API.
| |
| − | Kaleyra user name
| |
| − | $kaleyraUserName
| |
| − | string
| |
| − | Secret
| |
| − | The username for an account with permission to send SMS.
| |
| − | Kaleyra password
| |
| − | $kaleyraPassword
| |
| − | string
| |
| − | Secret
| |
| − | The password for an account with permission to send SMS.
| |
| − | Create Digital Channels services definitions
| |
| − | Enable Digital Channels to use the built-in connector to Kaleyra SMS services (Kaleyra was formerly known as m'
| |
| − | Adding: 'age). You must configure the following services in Digital'
| |
| − | Adding: 'hannels within your tenant:
| |
| − | SMS - Enables SMS media for the tenant and selects Kaleyra as the default provider.
| |
| − | mGageSMS - Integrates your Genesys Multic'
| |
| − | Adding: 'tenant to Kaleyra for SMS communication.
| |
| − | Important
| |
| − | Use a REST client or curl utility to provision the following services in Digital '
| |
| − | Adding: 'hannels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. Note: You must create these services once per tenant.
| |
| − | Create the
| |
| − | SMS
| |
| − | service:
| |
| − | curl -X POST \\
| |
| − | $nexusURL/nexus/v3/provisioning/services/$ccid/SMS \\
| |
| − | -H 'Content-Type: application/json' \\
| |
| − | -H 'x-api-key: $apiKey' \\
| |
| − | -H 'x-ccid: $ccid' \\
| |
| − | -d '{
| |
| − | \"url\" : \"N/A\",
| |
| − | \"data\" : { \"provider\": \"m'
| |
| − | Adding: 'age\" },
| |
| − | \"secret\": {}
| |
| − | }'
| |
| − | Create the
| |
| − | mGageSMS
| |
| − | ser'
| |
| − | Adding: 'ice:
| |
| − | curl -X POST \\
| |
| − | $nexusURL/nexus/v3/provisioning/services/$ccid/m'
| |
| − | Adding: 'ageSMS \\
| |
| − | -H ''
| |
| − | Adding: 'ontent-Type: application/json' \\
| |
| − | -H 'x-api-key: $apiKey' \\
| |
| − | -H 'x-ccid: $ccid' \\
| |
| − | -d '{
| |
| − | \"url\": \"$kaleyraURL\"
| |
| − | \"data\": { },
| |
| − | \"secret\": {
| |
| − | \"username\": \"$kaleyraUserName\",
| |
| − | \"password\": \"$kaleyraPassword\" } }'
| |
| − | Adding sender IDs to Kaleyra
| |
| − | If you need to add a new short code or text-enabled phone number, contact your Genesys representative to complete this step.
| |
| − | Manage and provision sender IDs
| |
| − | Provision
| |
| − | sender IDs
| |
| − | in Digital Channels.
| |
| − | Option 2: Set up Digital Channels to use a Custom Gateway
| |
| − | Complete the steps in this section to set up Digital Channels to use a custom SMS gateway provider.
| |
| − | Review the
| |
| − | prerequisites
| |
| − | table.
| |
| − | Use the Digital Channels provisioning API to
| |
| − | create Digital Channels services definitions
| |
| − | .
| |
| − | Manage and provision sender IDs.
| |
| − | .
| |
| − | Prerequisites
| |
| − | Review the
| |
| − | Prerequisites
| |
| − | table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
| |
| − | Prerequisites
| |
| − | Parameter
| |
| − | Variable
| |
| − | Type
| |
| − | Example
| |
| − | Notes
| |
| − | Company's sender id
| |
| − | $asyncPhoneNumber
| |
| − | string
| |
| − | 16504661149
| |
| − | Third-party Messaging Webhook URL
| |
| − | $asyncWebhookURL
| |
| − | string
| |
| − | https://genesys-webhook.company.com
| |
| − | The FQDN of the third-party service implementing the Third-Party Messaging Webhook.
| |
| − | Third-Party Messaging API secret key
| |
| − | $asyncAPISignatureKey
| |
| − | string
| |
| − | Secret
| |
| − | The key used by the third-party service to calculate the signature for calls to the Third-Party Messaging API.
| |
| − | Third-Party Messaging Webhook secret key
| |
| − | $asyncWebhookSignatureKey
| |
| − | string
| |
| − | Secret
| |
| − | The key used by Digital Channels to calculate the signature for calls to the third-party service through the webhook.
| |
| − | Create Digital Channels services definitions
| |
| − | In this step, you will enable Digital Channels to use a custom gateway for the SMS provider of your choice. You must configure the following services in Digital Channels within your tenant:
| |
| − | Async - Integrates the Genesys Multic'
| |
| − | Adding: 'tenant to the custom gateway used to communicate with the SMS provider of your choice.
| |
| − | SMS - Enables SMS media for the tenant and selects the Async provider.
| |
| − | Important
| |
| − | Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Make sure to substitute the variables - prefixed with '$' - with their values. You must create these services once per tenant.
| |
| − | Create the
| |
| − | Async
| |
| − | service:
| |
| − | curl -X POST \\
| |
| − | $nexusURL/nexus/v3/provisioning/services/$ccid/Async \\
| |
| − | -H 'Content-Type: application/json' \\
| |
| − | -H 'x-api-key: $apiKey' \\
| |
| − | -H 'x-ccid: $ccid' \\
| |
| − | -d '{
| |
| − | \"data\": {
| |
| − | \"channels\": [
| |
| − | {
| |
| − | \"channelId\": \"$asyncPhoneNumber\",
| |
| − | \"webhook\": { \"url\": \"$asyncWebhookURL\" }
| |
| − | },
| |
| − | {
| |
| − | \"channelId\": \"$asyncEmailDomain\",
| |
| − | \"webhook\": { \"url\": \"$asyncWebhookURL\" }
| |
| − | }
| |
| − | ]
| |
| − | },
| |
| − | \"secret\": {
| |
| − | \"channels\": [
| |
| − | {
| |
| − | \"channelId\": \"$asyncPhoneNumber\",
| |
| − | \"webhook\": { \"secret\": \"$asyncWebhookSignatureKey\" },
| |
| − | \"api\": { \"secret\": \"$asyncAPISignatureKey\" }
| |
| − | },
| |
| − | {
| |
| − | \"channelId\": \"$asyncEmailDomain\",
| |
| − | \"webhook\": { \"secret\": \"$asyncWebhookSignatureKey\" },
| |
| − | \"api\": { \"secret\": \"$asyncAPISignatureKey\" }
| |
| − | }
| |
| − | ]
| |
| − | }
| |
| − | }'
| |
| − | Create the
| |
| − | SMS
| |
| − | service:
| |
| − | curl -X POST \\
| |
| − | $nexusURL/nexus/v3/provisioning/services/$ccid/SMS \\
| |
| − | -H 'Content-Type: application/json' \\
| |
| − | -H 'x-api-key: $apiKey' \\
| |
| − | -H 'x-ccid: $ccid' \\
| |
| − | -d '{
| |
| − | \"url\" : \"N/A\",
| |
| − | \"data\" : { \"provider\": \"Async\" },
| |
| − | \"secret\": {}
| |
| − | }'
| |
| − | Manage and provision sender IDs
| |
| − | If you need to register a new or a existing short code or a text-enabled phone number, contact your Genesys representative to complete this step.
| |
| − | Provision
| |
| − | sender IDs
| |
| − | in Digital Channels.
| |
| − | Important
| |
| − | An SMS must have a \"provider\" property equal to \"Async\" to use the Third-Party Messaging API implementation.
| |
| − | Add custom HTTP headers
| |
| − | You can add custom HTTP headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. On the transaction
| |
| − | NexusServices > [your async provider]
| |
| − | , add a property that starts with the \"header:\" prefix and set it to your static value. For example,
| |
| − | header:custom-header-for-async-1 = 12345
| |
| − | . The webhook from Digital Channels will include this property name and value in the header:
| |
| − | HTTP <\\path\\>
| |
| − | custom-header-for-async-1: 12345
| |
| − | X-Hub-Signature: <value>
| |
| − | X-B3-TraceId: <value>
| |
| − | Content-Type: application/json
| |
| − |
| |
| − | {
| |
| − | \"messages\": [
| |
| − | {
| |
| − | ... RichMedia message ...
| |
| − | }
| |
| − | ]
| |
| − | }
| |
| − | Option 3: Set up Digital Channels to use Genesys Cloud CX SMS Aggregation
| |
| − | Complete the steps in this section to set up Digital Channels to use Genesys Cloud CX SMS Aggregation as the SMS gateway.
| |
| − | Review the
| |
| − | prerequisites
| |
| − | table.
| |
| − | Contact your Genesys representative to
| |
| − | create a Genesys Cloud CX '
| |
| − | Adding: 'S Aggregation product to your organization.
| |
| − | Create the Digital Channels integration in Genesys Cloud CX
| |
| − | . This will give you a clientId and clientSecret to authenticate API calls with the Digital Channels provisioning API.
| |
| − | Create a Digital Channels API key for Genesys Cloud CX
| |
| − | .
| |
| − | Use the Digital Channels provisioning API to
| |
| − | create Digital Channels services definition
| |
| − | .
| |
| − | Manage and provision sender IDs
| |
| − | .
| |
| − | Prerequisites
| |
| − | Review the
| |
| − | Prerequisites
| |
| − | table and make sure you have all the listed information before you get started. The values in this table are referenced later by the name in the Variable column.
| |
| − | Prerequisites
| |
| − | Parameter
| |
| − | Variable
| |
| − | Type
| |
| − | Example
| |
| − | Notes
| |
| − | GWS tenant Contact Center ID
| |
| − | $ccid
| |
| − | UUID string
| |
| − | 45acae06-6b7c-4f97-9c76-471cb5c21bf7
| |
| − | This value comes from your Web Services and Applications deployment.
| |
| − | Request a Genesys Cloud CX organization
| |
| − | Contact your Genesys representative to create a Genesys Cloud CX organization and get administrator user credentials. Your Genesys representative also must add the Genesys SMS'
| |
| − | Adding: 'Aggregation as the SMS'
| |
| − | Adding: '
| |
| − | Manage provision sender IDs
| |
| − | You can purchase new SMS numbers or re-use your existing text-enabled numbers.
| |
| − | If you need to register an existing phone number or new short code, contact your Genesys representative to complete this step. '
| |
| − | Adding: 'therwise, '
| |
| − | Adding: 'ollow the steps below to use the Genesys '
| |
| − | Adding: 'MS Aggregation '
| |
| − | Deleting: 'URL\",
| |
| − | \"secret\": {},
| |
| − | \"data\": {}
| |
| − | }'
| |
| − | Manage phone numbers and email domains
| |
| − | You can purchase new SMS numbers or re-use your existing numbers or email domains.
| |
| − | If you need to register an existing (Bring-Your-Own-Number) number, email domain or new short code, contact your Genesys representative to complete this step. Otherwise, follow the steps below to use the Genesys Messaging Aggregation API'
| |
| − | Adding: '
| |
| − | Provision sender IDs in Digital '
| |
| − | Adding: 'hannels
| |
| − | '
| |
| − | Adding: 'omplete the follo'
| |
| − | Adding: 'ing steps for each short code or text ena'
| |
| − | Adding: 'led toll-'
| |
| − | Deleting: '
| |
| − | Add custom HTTP headers
| |
| − | You can add custom HTTP headers with static values to the webhooks sent by Digital Channels to the third-party messaging aggregator. On the transaction
| |
| − | NexusServices > [your async provider]
| |
| − | , add a property that starts with the \"header:\" prefix and set it to your static value. For example,
| |
| − | header:custom-header-for-async-1 = 12345
| |
| − | . The webhook from Digital Channels will include this property name and value in the header:
| |
| − | HTTP <\\path\\>
| |
| − | custom-header-for-async-1: 12345
| |
| − | X-Hub-Signature: <value>
| |
| − | X-B3-TraceId: <value>
| |
| − | Content-Type: application/json
| |
| − |
| |
| − | {
| |
| − | \"messages\": [
| |
| − | {
| |
| − | ... RichMedia message ...
| |
| − | }
| |
| − | ]
| |
| − | }
| |
| − | Provision email domains in Digital Channels
| |
| − | Complete the steps in this section if you are integrating with CX Contact and plan to use email campaigns. These steps explain how to choose an email domain that you control (you should be able to update DNS record sets for this domain) and want to use in email campaigns as the \"sent from\" address.
| |
| − | If you are using Genesys Cloud CX as the provider, contact your Genesys representative to have them provision an email domain in Genesys Cloud CX for your organization. Once completed, you will receive a set of secrets you must use to update your domains records. After this update, contact your Genesys representative to validate the secrets and confirm domain ownership. Now you can provision an email service channel.
| |
| − | Complete the following for each domain only after your domain records have been updated, validated, and provisioned in Genesys Cloud CX.
| |
| − | In Agent Setup, navigate to the \"NexusServices\"
| |
| − | transaction you created previously
| |
| − | .
| |
| − | Create a section that starts with 'cxc.' and includes some text that represents the domain. For example,
| |
| − | cxc.Coraporate_Promotions
| |
| − | . Note: The 'cxc.' prefix is required and the rest of the value can be made up of letters and underscore or dashes, but not spaces.
| |
| − | In this new section, create the following options:
| |
| − | channelId =
| |
| − | $emailDomain
| |
| − | channelType = email
| |
| − | provider = Async (Only set this option if you use a custom gateway as the email aggregator.)
| |
| − | '</pre>
| |
| | | | |
| − | === 2022-07-08 ===
| |
| − | * Update on GWS/Current/GWSPEGuide/ConfigureIngress [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/ConfigureIngress&type=revision&diff=124269&oldid=119848 view diff] (991)
| |
| − | 776<pre>Deleting: 'in the
| |
| − | Setting up Genesys Multicloud CX Private Edition
| |
| − | guide'
| |
| − | Adding: '
| |
| − | entryPoints.internal.ingress.ingressClassName
| |
| − | Defines which controller implements the Ingress resource. The value is directly propagated to the ingressClassName field of the Kubernetes Ingress object. See
| |
| − | Ingress
| |
| − | and
| |
| − | Ingress class
| |
| − | in the Kubernetes documentation for details.
| |
| − | A valid IngressClass
| |
| − | \"\"'
| |
| − | Adding: '
| |
| − | entryPoints.external.ingress.ingressClassName
| |
| − | Defines which controller implements the Ingress resource. The value is directly propagated to the ingressClassName field of the Kubernetes Ingress object. See
| |
| − | Ingress
| |
| − | and
| |
| − | Ingress class
| |
| − | in the Kubernetes documentation for details.
| |
| − | A valid IngressClass
| |
| − | \"\"'
| |
| − | Deleting: 'topics in the
| |
| − | Setting up Genesys Multicloud CX Private Edition
| |
| − | guide'</pre>
| |
| − | * Small update in GWS/Current/GWSPEGuide/DeployIngress [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/DeployIngress&type=revision&diff=124267&oldid=119224 view diff] (8)
| |
| − | * New content added to GWS/Current/GWSPEGuide/Configure [https://all.docs.genesys.com/index.php?title=GWS/Current/GWSPEGuide/Configure&type=revision&diff=124266&oldid=121900 view diff] (11216)
| |
| − | 17604<pre>Adding: 'S Service'
| |
| − | Adding: 'nfiguration'
| |
| − | Adding: 'configuration'
| |
| − | Adding: 'configuration'
| |
| − | Adding: 'configuration'
| |
| − | Adding: 'Data Collector'
| |
| − | Adding: 'datacollector'
| |
| − | Adding: 'datacollector'
| |
| − | Adding: 'datacollector'
| |
| − | Adding: 'Interaction Service
| |
| − | gws-platform-ixn
| |
| − | gws-platform-ixn
| |
| − | secrets.gws-platform-ixn-client-secret
| |
| − | GWS '
| |
| − | Adding: 'UCS Service
| |
| − | gws-platform-ucs
| |
| − | gws-platform-ucs
| |
| − | secrets.gws-platform-ucs-client-secret
| |
| − | GWS '
| |
| − | Deleting: 'Web Services and Applications ('
| |
| − | Adding: ' services'
| |
| − | Deleting: 'in the
| |
| − | Setting up Genesys Multicloud CX Private Edition
| |
| − | guide'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Deleting: ' seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 30'
| |
| − | Deleting: '. The default is 10 seconds. The minimum value is 1'
| |
| − | Adding: 'DEPRECATED
| |
| − | - Use
| |
| − | gauth.authUrl
| |
| − | instead.
| |
| − | '
| |
| − | Adding: 'DEPRECATED
| |
| − | - Use
| |
| − | gauth.envUrl
| |
| − | instead.
| |
| − | '
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsAppWorkspace.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsAppWorkspace.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Adding: 'context.env.GWS_SERVICE_AU'
| |
| − | Adding: 'H_URL
| |
| − | DEPREC'
| |
| − | Adding: 'TED
| |
| − | - Use
| |
| − | gauth.authUrl
| |
| − | instead.
| |
| − | The internal service URI of the Genesys Authentication service. For example: http://gauth-auth.gauth.svc.cluster.local.:'
| |
| − | Adding: 'A valid URL
| |
| − | \"\"
| |
| − | gwsServices.gwsAppWorkspace.context.env.GWS_SERVICE_ENV_URL
| |
| − | DEPRECATED
| |
| − | - Use
| |
| − | gauth.envUrl
| |
| − | instead.
| |
| − | The internal service URI of the environment service (part of Genesys Authentication). For example: http://gauth-environment.gauth.svc.cluster.local.:80
| |
| − | A valid URL
| |
| − | \"\"
| |
| − | gwsServices.gwsAppWorkspace.service.ports.server
| |
| − | The port for this server.
| |
| − | A valid port
| |
| − | 80
| |
| − | '
| |
| − | Adding: 'hat.enabled
| |
| − | Enables the component deployment.
| |
| − | true or false
| |
| − | false
| |
| − | gwsServices.gwsPlatformChat'
| |
| − | Adding: 'hat.consul.enabled
| |
| − | Enables Consul registration for the component.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformChat'
| |
| − | Adding: 'hat.context.env
| |
| − | Environment variables for this container.
| |
| − | {}
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.enable
| |
| − | Specifies whether to do a Kubernetes liveness probe to test if the container is running.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.failureThreshold
| |
| − | Minimum consecutive failures for the probe to be considered failed after having succeeded.
| |
| − | 1 or greater
| |
| − | 3
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.successThreshold
| |
| − | Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
| |
| − | 1 or greater
| |
| − | 1
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.initialDelaySeconds
| |
| − | Number of seconds after the container has started before liveness probes are initiated.
| |
| − | Number
| |
| − | 120
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.periodSeconds
| |
| − | How often (in seconds) to perform the probe.
| |
| − | 1 or greater
| |
| − | 30
| |
| − | gwsServices.gwsPlatformChat.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out.
| |
| − | 1 or greater
| |
| − | 10
| |
| − | gwsServices.gwsPlatformChat.service.ports.server
| |
| − | The port for this server.
| |
| − | A valid port
| |
| − | 80
| |
| − | gwsServices.gwsPlatformChat.service.ports.management
| |
| − | The management port for this server.
| |
| − | A valid port
| |
| − | 81
| |
| − | gwsServices.gwsPlatformChat.labels
| |
| − | Custom labels to be added for the container.
| |
| − | A valid set of labels as \"name: value\"
| |
| − | {}
| |
| − | gwsServices.gwsPlatformChat.annotations
| |
| − | Custom annotations to be added for the container.
| |
| − | A valid set of annotations as \"name: value\"
| |
| − | {}
| |
| − | GWS Configuration Service parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | Valid values
| |
| − | Default
| |
| − | gwsServices.gwsPlatformConfiguration.name
| |
| − | The name of the container deployment.
| |
| − | String
| |
| − | \"gws-platform-configuration\"
| |
| − | gwsServices.gwsPlatformConfiguration.appType
| |
| − | The type of application in this container.
| |
| − | nodejs, java, or frontend
| |
| − | \"java\"
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.enable
| |
| − | Specifies whether to do a Kubernetes liveness probe to test if the container is running.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.failureThreshold
| |
| − | Minimum consecutive failures for the probe to be considered failed after having succeeded.
| |
| − | 1 or greater
| |
| − | 3
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.successThreshold
| |
| − | Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
| |
| − | 1 or greater
| |
| − | 1
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.initialDelaySeconds
| |
| − | Number of seconds after the container has started before liveness probes are initiated.
| |
| − | Number
| |
| − | 120
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.periodSeconds
| |
| − | How often (in seconds) to perform the probe.
| |
| − | 1 or greater
| |
| − | 30
| |
| − | gwsServices.gwsPlatformConfiguration.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out.
| |
| − | 1 or greater
| |
| − | 10
| |
| − | gwsServices.gwsPlatformConfiguration.clientId
| |
| − | The ID of an encrypted client secret generated by
| |
| − | Genesys Authentication
| |
| − | for this component.
| |
| − | A valid ID
| |
| − | \"gws-platform-configuration\"
| |
| − | gwsServices.gwsPlatformConfiguration.priorityClassName
| |
| − | The class name Kubernetes uses to determine the priority of the pods for this container deployment relative to other pods. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | A valid priority class name
| |
| − | \"\"
| |
| − | gwsServices.gwsPlatformConfiguration.deployment.replicaCount
| |
| − | The number of pod replicas in this container deployment.
| |
| − | A number greater than 0
| |
| − | 2
| |
| − | gwsServices.gwsPlatformConfiguration.resources.limits.cpu
| |
| − | The maximum amount of CPU Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of Kubernetes CPU
| |
| − | 4
| |
| − | gwsServices.gwsPlatformConfiguration.resources.limits.memory
| |
| − | The maximum amount of memory Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of bytes
| |
| − | \"4Gi\"
| |
| − | gwsServices.gwsPlatformConfiguration.resources.requests.cpu
| |
| − | The guaranteed amount of CPU Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of Kubernetes CPU
| |
| − | 1
| |
| − | gwsServices.gwsPlatformConfiguration.resources.requests.memory
| |
| − | The guaranteed amount of memory Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of bytes
| |
| − | \"4Gi\"
| |
| − | gwsServices.gwsPlatformConfiguration.context.ports.server
| |
| − | The port for this container.
| |
| − | A valid port
| |
| − | 48030
| |
| − | gwsServices.gwsPlatformConfiguration.context.ports.management
| |
| − | The management port for this container.
| |
| − | A valid port
| |
| − | 48031
| |
| − | gwsServices.gwsPlatformConfiguration.context.loggingLevel
| |
| − | Specifies the logging level for this container.
| |
| − | ERROR, WARN, INFO, DEBUG, or TRACE
| |
| − | \"\"
| |
| − | gwsServices.gwsPlatformConfiguration.service.ports.server
| |
| − | '
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformDatacollector.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsPlatformDatacollector.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformIxn.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsPlatformIxn.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformOcs.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsPlatformOcs.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformSetting.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsPlatformSetting.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformStatistics.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsPlatformStatistics.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Adding: 'UCS Service parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | '
| |
| − | Adding: 'alid values
| |
| − | Default
| |
| − | gwsServices.gws'
| |
| − | Adding: 'latformUcs.name
| |
| − | The name of the container deployment.
| |
| − | String
| |
| − | \"gws-platform-ucs\"'
| |
| − | Adding: 'Ucs.enabled
| |
| − | Enables the component'
| |
| − | Adding: 'true or false
| |
| − | false'
| |
| − | Adding: 'Ucs.consul.enabled
| |
| − | Enables Consul registration for the component.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformUcs'
| |
| − | Adding: 'Ucs.livenessProbe.enable
| |
| − | Specifies whether to do a Kubernetes liveness probe to test if the container is running.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformUcs.livenessProbe.failure'
| |
| − | Adding: 'reshold
| |
| − | Minimum consecutive failures for the probe to be considered failed after having succeeded.
| |
| − | 1 or greater
| |
| − | 3'
| |
| − | Deleting: 'Voice.service.ports.management
| |
| − | The management port for this server.
| |
| − | A valid port
| |
| − | 81
| |
| − | gwsServices.gwsPlatformVoice.labels
| |
| − | Custom labels to be added for the container.
| |
| − | A valid set of labels as \"name: value\"
| |
| − | {}
| |
| − | gwsServices.gwsPlatformVoice.annotations
| |
| − | Custom annotations to be added for the container.
| |
| − | A valid set of annotations as \"name: value\"
| |
| − | {}
| |
| − | Gplus Adapter for Salesforce parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | Valid values
| |
| − | Default
| |
| − | gwsServices.gws'
| |
| − | Adding: ' or greater'
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatform'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformUcs.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Adding: 'cs.service.ports.server
| |
| − | The port for this server.
| |
| − | A valid port
| |
| − | 80
| |
| − | gwsServices.gwsPlatformUcs.service.ports.management
| |
| − | The management port for this server.
| |
| − | A valid port
| |
| − | 81
| |
| − | gwsServices.gwsPlatformUcs.labels
| |
| − | '
| |
| − | Adding: 'ustom labels to be added for the container.
| |
| − | A valid set of labels as \"name: value\"
| |
| − | {}
| |
| − | gwsServices.gw'
| |
| − | Adding: 'latformUcs.annotations
| |
| − | Custom annotations to be added for the container.
| |
| − | A valid set of annotations as \"name: value\"
| |
| − | {}
| |
| − | GWS Voice Service parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | Valid values
| |
| − | Default
| |
| − | gwsServices.gwsPlatformVoice.name
| |
| − | The name of the container deployment.
| |
| − | String
| |
| − | \"gws-platform-voice\"
| |
| − | gwsServices.gwsPlatformVoice.appType
| |
| − | The type of application in this container.
| |
| − | nodejs, java, or frontend
| |
| − | \"java\"
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.enable
| |
| − | Specifies whether to do a Kubernetes liveness probe to test if the container is running.
| |
| − | true or false
| |
| − | true
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.failureThreshold
| |
| − | Minimum consecutive failures for the probe to be considered failed after having succeeded.
| |
| − | 1 or greater
| |
| − | 3
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.successThreshold
| |
| − | Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
| |
| − | 1 or greater
| |
| − | 1
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.initialDelay'
| |
| − | Adding: 'the container has started before liveness probes are initiated.
| |
| − | Number
| |
| − | 120
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.periodSeconds
| |
| − | How often (in seconds) to perform the probe.
| |
| − | 1 or greater
| |
| − | 30
| |
| − | gwsServices.gwsPlatformVoice.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out.
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformVoice.clientId
| |
| − | '
| |
| − | Adding: 'ID of an encrypted client secret generated by
| |
| − | Genesys Authentication
| |
| − | for this component.
| |
| − | A valid ID
| |
| − | \"gws-platform-voice\"
| |
| − | gwsServices.gwsPlatformVoice.priorityClassName
| |
| − | The class name Kubernetes uses to determine the priority of the pods for this container deployment relative to other pods. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | A valid priority class name
| |
| − | \"\"
| |
| − | gwsServices.gwsPlatformVoice.deployment.replicaCount
| |
| − | The number of pod replicas in this container deployment.
| |
| − | A number greater than 0
| |
| − | 2
| |
| − | gwsServices.gwsPlatformVoice.resources.limits.cpu
| |
| − | The maximum amount of CPU Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of Kubernetes CPU
| |
| − | 4
| |
| − | gwsServices.gwsPlatformVoice.resources.limits.memory
| |
| − | The maximum amount of memory Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of bytes
| |
| − | \"4Gi\"
| |
| − | gwsServices.gwsPlatformVoice.resources.requests.cpu
| |
| − | The guaranteed amount of CPU Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of Kubernetes CPU
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformVoice.resources.requests.memory
| |
| − | The guaranteed amount of memory Kubernetes allocates for the container. See the
| |
| − | Kubernetes documentation
| |
| − | for details.
| |
| − | Units of bytes
| |
| − | \"4Gi\"
| |
| − | gwsServices.gwsPlatformVoice.context.ports.server
| |
| − | The port for this container.
| |
| − | A valid port
| |
| − | 48040
| |
| − | gwsServices.gwsPlatformVoice.context.ports.management
| |
| − | The management port for this container.
| |
| − | A valid port
| |
| − | 4804'
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformVoice.context.loggingLevel
| |
| − | Specifies the logging level for this container.
| |
| − | ERROR, WARN, INFO, DEBUG, or TRACE
| |
| − | \"\"
| |
| − | gwsServices.gwsPlatformVoice.context.env
| |
| − | Environment variables for this container.
| |
| − | {}
| |
| − | gwsServices.gwsPlatformVoice.service.ports.server
| |
| − | The port for this server.
| |
| − | A valid port
| |
| − | 80
| |
| − | gwsServices.gwsPlatformVoice.service.ports.management
| |
| − | The management port for this server.
| |
| − | A valid port
| |
| − | 8'
| |
| − | Adding: '
| |
| − | gwsServices.gwsPlatformVoice.labels
| |
| − | Custom labels to be added for the container.
| |
| − | A valid set of labels as \"name: value\"
| |
| − | {}
| |
| − | gwsServices.gwsPlatformVoice.annotations
| |
| − | Custom annotations to be added for the container.
| |
| − | A valid set of annotations as \"name: value\"
| |
| − | {}
| |
| − | Gplus Adapter for Salesforce parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | Valid values
| |
| − | Default
| |
| − | gwsServices.gwsUiCrmworkspace.name
| |
| − | The name of the container deployment.
| |
| − | String
| |
| − | \"gws-ui-crmworkspace\"
| |
| − | gwsServices.gwsUiCrmworkspace.appType
| |
| − | The type of application in this container.
| |
| − | nodejs, java, or frontend
| |
| − | \"frontend\"
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.enable
| |
| − | Specifies whether to do a Kubernetes liveness probe to test if the container is running.
| |
| − | true or false
| |
| − | false
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.failureThreshold
| |
| − | Minimum consecutive failures for the probe to be considered failed after having succeeded.
| |
| − | 1 or greater
| |
| − | 3
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.successThreshold
| |
| − | Minimum consecutive successes for the probe to be considered successful after having failed. The default is 1, which is required for liveness and startup.
| |
| − | 1 or greater
| |
| − | 1
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.initialDelaySeconds
| |
| − | Number of seconds after the container has started before liveness probes are initiated.
| |
| − | Number
| |
| − | 120
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.periodSeconds
| |
| − | How often (in seconds) to perform the probe.
| |
| − | 1 or greater
| |
| − | 30
| |
| − | gwsServices.gwsUiCrmworkspace.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out.
| |
| − | 1 or greater
| |
| − | 10'
| |
| − | Deleting: ' The default is 3. The minimum value is 1.'
| |
| − | Deleting: '. The minimum value is 1'
| |
| − | Adding: '
| |
| − | 1 or greater
| |
| − | '
| |
| − | Adding: '
| |
| − | gwsServices.gwsUiProvisioning.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out'
| |
| − | Deleting: '
| |
| − | gwsServices.gwsUiProvisioning.livenessProbe.timeoutSeconds
| |
| − | Number of seconds after which the probe times out. The default is 10 seconds. The minimum value is 1.
| |
| − | 1 or greater
| |
| − | 1'
| |
| − | Adding: 'Genesys services parameters
| |
| − | Parameter
| |
| − | Description
| |
| − | Valid values
| |
| − | Default
| |
| − | gauth.authUrl
| |
| − | '
| |
| − | Adding: 'e URL of the Authentication Service (part of
| |
| − | Genesys Authentication
| |
| − | ). For example: http://gauth'
| |
| − | Adding: 'auth.gauth.svc.cluster.local.:80 Note: If a value is set for context.env.GWS_SERVICE_AUTH_URL, it overrides this parameter.
| |
| − | A valid URL
| |
| − | \"\"
| |
| − | gauth.envUrl
| |
| − | The URL of the Environment Service (part of
| |
| − | Genes'
| |
| − | Adding: 's Authentication
| |
| − | ). For example: http://gauth-environment.gauth.svc.cluster.local.:80 If a value is set for context.env.GWS_SERVICE_ENV_URL, it overrides this parameter.
| |
| − | A valid URL
| |
| − | \"\"
| |
| − | Third-party s'
| |
| − | Adding: '
| |
| − | prometheus.metricServer.enabled
| |
| − | '
| |
| − | Adding: 'hat component. See
| |
| − | Create API clients
| |
| − | '
| |
| − | Adding: 'configuration'
| |
| − | Adding: 'configuration'
| |
| − | Adding: 'datacollector'
| |
| − | Adding: 'datacollector'
| |
| − | Adding: 'statistics'
| |
| − | Adding: 'statistics'
| |
| − | Adding: 'platform-ucs-client-secret'
| |
| − | Adding: 'encrypted client secret generated by Genesys '
| |
| − | Adding: 'uthentication for the gws-platform-ucs component. See
| |
| − | Create API clients
| |
| − | .
| |
| − | A valid client secret'
| |
| − | Adding: 'latform-voice-client-secret'
| |
| − | Adding: 'client secret generated by Genesys '
| |
| − | Adding: 'uthentication for the gws-platform-voice component.
| |
| − | A valid client secret'
| |
| − | Adding: 'secrets.op'
| |
| − | Adding: 'username of an operational user'
| |
| − | Adding: 'secrets.ops-password
| |
| − | The encrypted password of the operational user.
| |
| − | A valid password
| |
| − | \"\"
| |
| − | secrets.gws-elasticsearch-password
| |
| − | The password for the Elasticsearch cluster. The username is set in
| |
| − | elasticSearch.username
| |
| − | .
| |
| − | A valid password
| |
| − | \"\"
| |
| − | '
| |
| − | Adding: 'ervices s'
| |
| − | Deleting: 'topics in the
| |
| − | Setting up Genesys Multicloud CX Private Edition
| |
| − | guide'
| |
| − | Adding: 'S service'
| |
| − | Deleting: 'Provision Genesys Web Services and Applications
| |
| − | '</pre>
| |
| − | * Small update in PEC-OU/Current/CXContact/CreateEditSchedule [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/CreateEditSchedule&type=revision&diff=124263&oldid=124261 view diff] (21)
| |
| − | * Update on PEC-OU/Current/CXContact/CreateEditSchedule [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/CreateEditSchedule&type=revision&diff=124261&oldid=115626 view diff] (-168)
| |
| − | 649<pre>Adding: 'or edit a Schedule
| |
| − | '
| |
| − | Adding: 'You can access and customize near-real time reporting data a'
| |
| − | Adding: 'out Schedules from the
| |
| − | Schedules Dashboard
| |
| − | .
| |
| − | Click the
| |
| − | Schedules
| |
| − | menu. The Schedules list appears. For details, see the
| |
| − | Schedules List Properties
| |
| − | table b'
| |
| − | Adding: '.
| |
| − | Select your preferred view.
| |
| − | Table View
| |
| − | '
| |
| − | Deleting: 'real time reporting data about Schedules from the
| |
| − | Schedules Dashboard
| |
| − | .
| |
| − | In the future a Calendar View option will be available. The Calendar View will display all of the existing schedules on the day on which the schedule should start.
| |
| − | Click the
| |
| − | Schedules
| |
| − | menu. The Schedules list appears. For details, see the
| |
| − | Schedules'</pre>
| |
| − | * Small update in VM/Current/VMEventsandModels/CallTreatmentEvents [https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/CallTreatmentEvents&type=revision&diff=124256&oldid=124245 view diff] (-9)
| |
| − | * Small update in VM/Current/VMEventsandModels/CallRoutingEvents [https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/CallRoutingEvents&type=revision&diff=124255&oldid=123953 view diff] (-6)
| |
| − | * Small update in VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents [https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents&type=revision&diff=124254&oldid=123952 view diff] (-42)
| |
| − | * New content added to VM/Current/VMEventsandModels/AgentStateandDNEvents [https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/AgentStateandDNEvents&type=revision&diff=124249&oldid=123951 view diff] (-5716)
| |
| − | 4115<pre>Deleting: '
| |
| − | >> Back to list
| |
| − | EventQueueLogout
| |
| − | The agent has logged out of the ACD queue specified by
| |
| − | ThisQueue
| |
| − | , but remains logged in to some other ACD queue.
| |
| − | AgentID
| |
| − | must be present if the agent is logged in through Voice Microservices or if the information is available.
| |
| − | If present, the
| |
| − | Extensions
| |
| − | attribute might include a
| |
| − | ReasonCode
| |
| − | value specifically used to communicate hardware reasons.
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | '
| |
| − | Deleting: 'MonitoringNextCall
| |
| − | A request to monitor the next call(s) has been accepted. The event is delivered to the applications on the supervisor's and agent's desktops.
| |
| − | A supervisor who monitors calls as a result of the
| |
| − | TMonitorNextCall()
| |
| − | request is able to hear and participate in conversations on the monitored DN. If it is necessary to receive events associated with conversations, the supervisor's soft phone must be registered with the various DNs that might be monitored.
| |
| − | When the event is delivered to an application on the supervisor’s desktop,
| |
| − | ThisDN
| |
| − | is set to the supervisor’s DN and
| |
| − | ThisDNRole
| |
| − | is set to
| |
| − | DNRoleObserver
| |
| − | . When the event is delivered to an application on the agent’s desktop,
| |
| − | ThisDN
| |
| − | is set to the agent’s DN and
| |
| − | ThisDNRole
| |
| − | is set to
| |
| − | DNRoleDestination
| |
| − | .
| |
| − | When the event is delivered to an application on the supervisor’s desktop,
| |
| − | OtherDN
| |
| − | is set to the agent’s DN and
| |
| − | OtherDNRole
| |
| − | is set to
| |
| − | DNRoleDestination
| |
| − | . When the event is delivered to an application on the agent’s desktop,
| |
| − | OtherDN
| |
| − | is set to the supervisor’s DN and
| |
| − | OtherDNRole
| |
| − | is set to
| |
| − | DNRoleObserver
| |
| − | .
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | EventMonitoringCancelled
| |
| − | The call monitoring has been canceled, either by a separate call to the
| |
| − | TMonitorNextCall()
| |
| − | function or to the
| |
| − | TCancelMonitoring()
| |
| − | function. The event is delivered to the applications on the supervisor's and agent's desktops.
| |
| − | When the event is delivered to an application on the supervisor’s desktop,
| |
| − | ThisDN
| |
| − | is set to the supervisor’s DN and
| |
| − | ThisDNRole
| |
| − | is set to
| |
| − | DNRoleObserver
| |
| − | . When the event is delivered to an application on the agent’s desktop,
| |
| − | ThisDN
| |
| − | is set to the agent’s DN and
| |
| − | ThisDNRole
| |
| − | is set to
| |
| − | DNRoleDestination
| |
| − | .
| |
| − | When the event is delivered to an application on the supervisor’s desktop,
| |
| − | OtherDN
| |
| − | is set to the agent’s DN and
| |
| − | OtherDNRole
| |
| − | is set to
| |
| − | DNRoleDestination
| |
| − | . When the event is delivered to an application on the agent’s desktop,
| |
| − | OtherDN
| |
| − | is set to the supervisor’s DN and
| |
| − | OtherDNRole
| |
| − | is set to
| |
| − | DNRoleObserver
| |
| − | .
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | Event'
| |
| − | Deleting: '
| |
| − | EventListenDisconnected
| |
| − | The switch has registered
| |
| − | Deaf
| |
| − | mode for the specified telephony object (in
| |
| − | OtherDN
| |
| − | ).
| |
| − | The following
| |
| − | CallStates
| |
| − | are used:
| |
| − | CallStateOk
| |
| − | : The party can still participate in conversation with some active members of the conference.
| |
| − | CallStateDeafened
| |
| − | : The party cannot listen to the conversation, but can be heard by the conference members.
| |
| − | CallStateHeld
| |
| − | : The party cannot hear or be heard by the conference members.
| |
| − | The
| |
| − | OtherDN
| |
| − | attribute applies to the disconnected party.
| |
| − | The
| |
| − | ThirdPartyDN
| |
| − | attribute specifies the party that cannot be heard by the disconnected party.
| |
| − | The
| |
| − | ThisDN
| |
| − | attribute specifies the party that initiated the request.
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | EventListenReconnected
| |
| − | The switch has canceled
| |
| − | Deaf
| |
| − | mode for the specified telephony object.
| |
| − | The
| |
| − | OtherDN
| |
| − | attribute specifies the reconnected party.
| |
| − | The
| |
| − | ThirdPartyDN
| |
| − | attribute specifies the party that is heard by the reconnected party.
| |
| − | The
| |
| − | ThisDN
| |
| − | attribute specifies the party that initiated the request.
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | EventMessageWaitingOn
| |
| − | The Waiting indicator has been turned on for the telephony object specified by
| |
| − | ThisDN
| |
| − | .
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | EventMessageWaitingOff
| |
| − | The Waiting indicator has been turned off for the telephony object specified by
| |
| − | ThisDN
| |
| − | .
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | '</pre>
| |
| − | * Update on VM/Current/VMEventsandModels/CallTreatmentEvents [https://all.docs.genesys.com/index.php?title=VM/Current/VMEventsandModels/CallTreatmentEvents&type=revision&diff=124245&oldid=123954 view diff] (-354)
| |
| − | 268<pre>Deleting: '
| |
| − | EventTreatmentRequired
| |
| − | A call has been placed to a treatment device port specified by
| |
| − | ThisDN
| |
| − | and the switch or the treatment device is waiting for treatment instructions.
| |
| − | Event attribute
| |
| − | Short description
| |
| − | Event attribute
| |
| − | Short description
| |
| − | >> Back to list
| |
| − | '</pre>
| |
| − | * Small update in UseCases/Current/GenesysEngage-onpremises/EE09 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-onpremises/EE09&type=revision&diff=124239&oldid=78100 view diff] (-21)
| |
| − | * Update on WID/Current/GCDeveloper/Accessibility [https://all.docs.genesys.com/index.php?title=WID/Current/GCDeveloper/Accessibility&type=revision&diff=124236&oldid=110350 view diff] (996)
| |
| − | 679<pre>Adding: 'Configuration options
| |
| − | Widget
| |
| − | Option name
| |
| − | Description
| |
| − | WebChat
| |
| − | ariaCharRemainingIntervals
| |
| − | 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 is customizable according to user needs. Configuring a value of
| |
| − | false
| |
| − | will let the screen reader call out remaining characters for every change.
| |
| − | WebChat
| |
| − | emojiList
| |
| − | emojiList must be configured with display names to support the screen reader calling out the emoji name. These emoji names are applied as
| |
| − | aria-label
| |
| − | attributes on the non-text emoji markup.
| |
| − | '</pre>
| |
| − | * New content added to WID/Current/GCAPI/WebChat [https://all.docs.genesys.com/index.php?title=WID/Current/GCAPI/WebChat&type=revision&diff=124235&oldid=124180 view diff] (4095)
| |
| − | 3060<pre>Adding: 'Configure the v2 emoji menu by passing a string containing emoji into the WebChat configuration or through localization.
| |
| − | Important
| |
| − | If you define an emoji list in the WebChat configuration, it will override any emoji lists defined in localization files.
| |
| − | You configure the emoji list by specifying a string of emoji characters, like \"🤩🤪🤭🤫\". WebChat will parse this string and arrange them in the emoji menu.
| |
| − | // Configure a flat list of emoji characters
| |
| − | _genesys.widgets.webchat.emojiList = \"🤩🤪🤭🤫🤨₿🤮🤯🧐🤬🧡🤟🤲🧠🧒🧑🧔🧓🧕🤱₿🧙🧚🧛🧜🧝🧞🧟🧖🧗🧘🦓🦒🦔🦕🦖🦗🥥🥦🥨🥩
| |
| − | 🇦🇺🇫🇷🎂🛍🇨🇦🇧🇷🐉🎅🇲🇽🕯🇨🇳🐰🎥🍂👨💪🎓🔥🎃🕎💕🕉🇺🇸👩🎊🏊🏳️🌈👑☪🌱☘☀🏈🦃💘👰⛄🎿⚽🌎\";
| |
| − | Add emoji display names
| |
| − | You can also add names to emojis so that their names will appear when you hover over them. To add a name to an emoji, simply add a colon after the question mark symbol, and then type the name. Separate each name with a semicolon.
| |
| − | The format is ;🤩:name;
| |
| − | You can only add one name to an emoji. The following sample shows the format for configuring several emojis.
| |
| − | // Configure an emoji list with emoji names
| |
| − | _genesys.widgets.webchat.emojiList = \"🤩:Star-Struck;🤪:Zany Face;🤭:Face With Hand Over
| |
| − | Mouth;🤫:Shushing Face;🤨:Face With Raised Eyebrow;₿:Bitcoin;🤮:Face Vomiting;
| |
| − | 🤯:Exploding Head;🧐:Face With Monocle;🤬:Face With Symbols on Mouth;🧡:Orange Heart;
| |
| − | 🤟:Love-You Gesture;🤲:Palms Up Together;🧠:Brain;🧒:Child;🧑:Person;🧔:Man: Beard;
| |
| − | 🧓:Older Person;🧕:Woman With Headscarf;🤱:Breast-Feeding;🧙:Mage;🧚:Fairy;🧛:Vampire;
| |
| − | 🧜:Merperson;🧝:Elf;🧞:Genie;🧟:Zombie;🧖:Person in Steamy Room;🧗:Person Climbing;
| |
| − | 🧘:Person in Lotus Position;🦓:Zebra;🦒:Giraffe;🦔:Hedgehog;🦕:Sauropod;🦖:T-Rex;🦗:Cricket;
| |
| − | 🥥:Coconut;🥦:Broccoli;🥨:Pretzel;🥩:Cut of Meat;🇦🇺:Australia Day;🇫🇷:Bastille
| |
| − | Day;🎂:Birthday;🛍:Black Friday;🇨🇦:Canada Day;🇧🇷:Carnival;🐉:Chinese New Year;🎅:Christmas;
| |
| − | 🇲🇽:Cinco de Mayo;🕯:Diwali;🇨🇳:Dragon Boat Festival;🐰:Easter;🎥:Emoji Movie;🍂:Fall/Autumn;
| |
| − | 👨:Father’s Day;💪:Festivus;🎓:Graduation;🔥:Guy Fawkes;🎃:Halloween;🕎:Hanukkah;
| |
| − | 💕:Hearts;🕉:Holi;🇺🇸:Independence Day;👩:Mother’s Day;🎊:New Year’s Eve;🏊:Olympics;
| |
| − | 🏳️🌈:Pride;👑:Queen’s Birthday;☪:Ramadan;🌱:Spring;☘:St Patrick’s Day;☀:Summer;
| |
| − | 🏈:SuperBowl;🦃:Thanksgiving;💘:Valentine’s Day;👰:Wedding / Marriage;⛄:Winter;🎿:Winter
| |
| − | Olympics;⚽:World Cup;🌎:World Emoji Day;\";
| |
| − | Partially named lists
| |
| − | You don't have to add names for every emoji. You can add titles to only a select few.
| |
| − | // Configure an emoji list with only a few emoji names
| |
| − | _genesys.widgets.webchat.emojiList = \"🤩🤪🤭🤫🤨₿🤮🤯🧐🤬🧡🤟;🤲:Palms Up Together;
| |
| − | 🧠🧒🧑🧔🧓🧕🤱₿🧙🧚🧛🧜🧝🧞🧟🧖🧗🧘🦓🦒🦔🦕🦖🦗🥥🥦🥨🥩🇦🇺🇫🇷🎂;🛍:Black Friday;
| |
| − | 🇨🇦🇧🇷🐉🎅🇲🇽🕯🇨🇳🐰🎥🍂👨💪🎓🔥🎃🕎💕🕉🇺🇸👩🎊🏊🏳️🌈👑☪🌱☘☀🏈🦃💘👰;⛄:Snowman;🎿⚽🌎\";
| |
| − | Localization
| |
| − | Emojis can be localized so that each language has a preferred set of emojis and emoji titles.
| |
| − | Important
| |
| − | If you define an emoji list in the WebChat configuration, it will override any emoji lists defined in localization files.
| |
| − | The key name for defining an emoji list is \"EmojiList\". Emoji lists are defined in a localization file using the same syntax as the WebChat configuration.
| |
| − | {
| |
| − | \"en\": {
| |
| − | \"webchat\": {
| |
| − | \"EmojiList\": \"🤩:Star-Struck;🤪:Zany Face;🤭:Face With Hand Over Mouth;🤫:Shushing Face;\"
| |
| − | }
| |
| − | }
| |
| − | }
| |
| − | '</pre>
| |
| | | | |
| − | === 2022-07-07 === | + | === 2022-09-07 === |
| − | * Small update in PEC-AD/Current/Agent/ADhist [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADhist&type=revision&diff=124218&oldid=124128 view diff] (-66)
| + | * Update: ATC/Current/AdminGuide/About action maps [https://all.docs.genesys.com/index.php?title=ATC/Current/AdminGuide/About_action_maps&type=revision&diff=127889&oldid=115868 view diff] (updated) |
| − | * Update on PEC-AD/Current/Agent/ADVideos [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADVideos&type=revision&diff=124217&oldid=119440 view diff] (103) | + | **: Use the audience size estimator to understand the potential reach based on the segments and the outcome probability you set. |
| − | 62<pre>Adding: '
| |
| − | How to schedule a Callback for any interaction type'</pre>
| |
| − | * Small update in PEC-AD/Current/Agent/ADVideoGallery [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADVideoGallery&type=revision&diff=124216&oldid=119439 view diff] (43)
| |
| − | 66<pre>Adding: '
| |
| − | Overview: Scheduling a Callback
| |
| − | From:
| |
| − | Schedule Callback'</pre>
| |
| − | * Small update in PEC-AD/Current/Agent/ADCallback [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADCallback&type=revision&diff=124215&oldid=124122 view diff] (23)
| |
| − | 33<pre>Adding: ': Scheduling a Callback'</pre>
| |
| − | * Small update in UseCases/Current/GenesysEngage-onpremises/CE34 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-onpremises/CE34&type=revision&diff=124203&oldid=110050 view diff] (-44) | |
| − | * Small update in UseCases/Current/GenesysEngage-onpremises/CE31 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-onpremises/CE31&type=revision&diff=124202&oldid=110227 view diff] (-10) | |
| − | * Small update in PEC-AS/Current/ManageCC/Keys [https://all.docs.genesys.com/index.php?title=PEC-AS/Current/ManageCC/Keys&type=revision&diff=124201&oldid=118758 view diff] (-6)
| |
| − | 445<pre>Deleting: 'Agent Setup validates the format and stores the uploaded public and private keys to the '
| |
| − | Adding: 'validates the format and after the keys pass the validation, Agent Setup uploads the public and private keys to RCS and '
| |
| − | Adding: 'Keys are uploaded into the regions in which Genesys product is deployed for the user. '
| |
| − | Adding: 'By default,'
| |
| − | Adding: 'are uploaded to multiple regions in which'
| |
| − | Adding: 'product is deployed for the user'</pre>
| |
| − | * Update on UseCases/Current/GenesysEngage-cloud/WF06 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-cloud/WF06&type=revision&diff=124200&oldid=105885 view diff] (-229)
| |
| − | * Small update in UseCases/Current/GenesysEngage-cloud/WF03 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-cloud/WF03&type=revision&diff=124195&oldid=109770 view diff] (-10)
| |
| − | * Small update in WID/Current/GCAPI/WebChat [https://all.docs.genesys.com/index.php?title=WID/Current/GCAPI/WebChat&type=revision&diff=124180&oldid=111175 view diff] (44)
| |
| − | * Small update in UseCases/Current/GenesysEngage-cloud/CE34 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-cloud/CE34&type=revision&diff=124171&oldid=110047 view diff] (-14)
| |
| − | * Small update in UseCases/Current/GenesysEngage-cloud/CE31 [https://all.docs.genesys.com/index.php?title=UseCases/Current/GenesysEngage-cloud/CE31&type=revision&diff=124170&oldid=110163 view diff] (-10)
| |
| − | * New content added to ATC/Current/SDK/Record [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/Record&type=revision&diff=124168&oldid=110357 view diff] (1993)
| |
| − | 1593<pre>Adding: 'Restrictions
| |
| − | : See
| |
| − | Guidelines for custom event names
| |
| − | .
| |
| − | '
| |
| − | Adding: ', or customAttributes. See
| |
| − | customAttributes
| |
| − | .'
| |
| − | Adding: 'AI-400 customAttributes
| |
| − | Replace above section with the following for GA:'
| |
| − | Adding: 'Adds extra information to
| |
| − | pa'
| |
| − | Adding: 'eview
| |
| − | event'
| |
| − | Adding: 'Restrictions:
| |
| − | Flat object with properties of type string, number, Boolean, or customAttribute
| |
| − | Example
| |
| − | ac('record', 'product_added', { price: 15.99, code: 'CDE-123', name: ''
| |
| − | Adding: 'duct', hasBatteries: false });
| |
| − | Additionally, define the datatype for the attribute to define the value better.
| |
| − | Example
| |
| − | ac('record', 'product_added', { price: {datatype: 'integer' value: 15, name: {datatype: 'string' value: 'Product'});
| |
| − | AI-400 customAttributes for outcome value tracker
| |
| − | To derive the value of an outcome, create an event that comprises an associated value field. Then, using this event and the value field ('
| |
| − | Adding: 'thin the same event), track the value of
| |
| − | the outcome you created. | |
| − | For example, the followi'
| |
| − | Adding: 'event tracks the products added with the value, price
| |
| − | '
| |
| − | Adding: 'When you create an outcome using this event, the products added along with their value is tracked as part of the outcome.'
| |
| − | Adding: ':
| |
| − | Adds extra information to
| |
| − | pageview
| |
| − | event'
| |
| − | Adding: ':
| |
| − | Object
| |
| − | Status:
| |
| − | Optional
| |
| − | Restrictions:
| |
| − | Flat object with properties of type string, number, or Boolean
| |
| − | Example
| |
| − | ac('record', 'product_added', { price: 15, code: 'CDE-123', name: 'Product', hasBatteries: false });
| |
| − | options
| |
| − | Description:
| |
| − | Used for more configuration
| |
| − | Type:
| |
| − | Object
| |
| − | Status:
| |
| − | Optional
| |
| − | Properties:
| |
| − | See the following table.
| |
| − | Name
| |
| − | Description
| |
| − | Type'</pre>
| |
| − | * Small update in ATC/Current/SDK/Pageview [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/Pageview&type=revision&diff=124167&oldid=124164 view diff] (1)
| |
| − | * Update on ATC/Current/SDK/Pageview [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/Pageview&type=revision&diff=124164&oldid=110183 view diff] (111)
| |
| − | 52<pre>Adding: ' or customAttribute. See
| |
| − | customAttribute
| |
| − | .'</pre>
| |
| − | * New content added to ATC/Current/SDK/Web tracking API [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/Web_tracking_API&type=revision&diff=124160&oldid=110415 view diff] (-3320)
| |
| − | 2469<pre>Deleting: '
| |
| − | Types of tracked data
| |
| − | The Journey JavaScript SDK lets you customize how you collect tracking data for your website. The most basic form of tracking is page view tracking. For page view tracking, Genesys Predictive Engagement records each page a visitor visits. You can also use the Journey JavaScript SDK to record custom visitor activities such as button clicks. For more information see
| |
| − | Track custom events
| |
| − | .
| |
| − | Track viewed pages
| |
| − | The
| |
| − | pageview
| |
| − | method tracks the webpages that your visitors view. To send a
| |
| − | pageview
| |
| − | , call the
| |
| − | ac
| |
| − | function and pass
| |
| − | pageview
| |
| − | as the first argument.
| |
| − | ac('pageview');
| |
| − | Important
| |
| − | By default, the Genesys Predictive Engagement tracking snippet contains the
| |
| − | ac
| |
| − | function.
| |
| − | Track custom events
| |
| − | The
| |
| − | record
| |
| − | method allows you to track custom events, usually as a result of a person interacting with an element or control in your website. For example, the click of a button.
| |
| − | The
| |
| − | record
| |
| − | method takes two parameters:
| |
| − | The name of the event to record as a string.
| |
| − | Note:
| |
| − | See
| |
| − | Guidelines for custom event names
| |
| − | .
| |
| − | An (optional) key-value hash of properties for the event.
| |
| − | An (optional) callback function that invokes when the request is completed.
| |
| − | An (optional) callback timeout, in milliseconds, to configure how long to wait when the event takes too long to complete. This option is useful to capture events (such as file downloads) before navigating to a different page/URL, ensuring that the visitor is always redirected.
| |
| − | ac('record', 'section_opened');
| |
| − | You can also provide extra metadata with your custom event:
| |
| − | ac('record', 'button_clicked', {
| |
| − | companyName: 'Acme Inc,',
| |
| − | employees: '100-500'
| |
| − | });
| |
| − | The following code sample shows how to record a file download and navigate to the file
| |
| − | URL /files/pricing.pdf
| |
| − | when capturing the event, or after 400 milliseconds:
| |
| − | ac('record', 'file.downloaded', {
| |
| − | name: 'Pricing',
| |
| − | fileType: 'pdf'
| |
| − | }, function () {
| |
| − | navigateTo('/files/pricing.pdf');
| |
| − | }, 400);
| |
| − | Guidelines for custom event names
| |
| − | Important
| |
| − | Event names:
| |
| − | Must be less than 255 characters; we recommend keeping them short and descriptive
| |
| − | Can contain any combination of alphanumeric characters, underscores, or hyphens only
| |
| − | The suggested format for custom event names is:
| |
| − | object-delimiter-action
| |
| − | , where object is the object that was interacted with, and action is the type of interaction that occurred.
| |
| − | Examples of custom event names include:
| |
| − | \"detected_errors\"
| |
| − | \"section_failed\"
| |
| − | \"section_submitted\"
| |
| − | \"product_added\"
| |
| − | \"product_removed\"
| |
| − | \"address_selected\"
| |
| − | '</pre>
| |
| − | * New page added: ATC/Current/SDK/customAttribute [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/customAttribute view]
| |
| − | * New page added: ATC/Current/SDK/Types of tracked data [https://all.docs.genesys.com/index.php?title=ATC/Current/SDK/Types_of_tracked_data view]
| |
| | | | |
| − | === 2022-07-06 ===
| |
| − | * Update on PEC-AD/Current/Agent/ADhist [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADhist&type=revision&diff=124128&oldid=110096 view diff] (346)
| |
| − | 301<pre>Adding: '(Chat includes the following private messaging channels: chat, sms, WhatsApp, Facebook Messenger, and Twitter Direct Message)
| |
| − | '
| |
| − | Adding: '
| |
| − | (Workitems include various media types such as PDF, Microsoft Word, fax, proprietary document types, and the Facebook Public and Twitter Public channels)'</pre>
| |
| − | * Update on PEC-AD/Current/Agent/ADVoice [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADVoice&type=revision&diff=124127&oldid=116714 view diff] (708)
| |
| − | 521<pre>Adding: '
| |
| − | Tip
| |
| − | Your organization might use
| |
| − | Microsoft Teams or other third-party service
| |
| − | to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services.'
| |
| − | Adding: '.
| |
| − | Tip
| |
| − | Your organization might use
| |
| − | Microsoft Teams or other third-party service
| |
| − | to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services'</pre>
| |
| − | * Update on PEC-AD/Current/Agent/ADNav [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADNav&type=revision&diff=124126&oldid=101171 view diff] (465)
| |
| − | 520<pre>Adding: ', such as a team member or third-party'
| |
| − | Adding: 'Microsoft Teams members in your organization'
| |
| − | Adding: ' routing point'
| |
| − | Adding: 'or an agent group, and sometimes someone outside your company, '
| |
| − | Adding: '
| |
| − | Tip
| |
| − | For information about using Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue, queue,
| |
| − | or external/third-party (such as Microsoft Teams members in your organization)
| |
| − | refer to
| |
| − | Internal interactions'</pre>
| |
| − | * Small update in PEC-AD/Current/Agent/ADMessaging [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADMessaging&type=revision&diff=124125&oldid=118151 view diff] (49)
| |
| − | 26<pre>Adding: '
| |
| − | text text text
| |
| − | '</pre>
| |
| − | * New page added: PEC-AD/Current/Agent/ADKnowledgeCenter [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADKnowledgeCenter view]
| |
| − | * New page added: PEC-AD/Current/Agent/ADGoogleAgentAssist [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADGoogleAgentAssist view]
| |
| − | * New page added: PEC-AD/Current/Agent/ADCallback [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADCallback view]
| |
| − | * New content added to PEC-AD/Current/Agent/ADintinter [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADintinter&type=revision&diff=124115&oldid=116712 view diff] (5453)
| |
| − | 6785<pre>Adding: ', external targets (Including
| |
| − | Microsoft Teams members
| |
| − | )'
| |
| − | Adding: 'Tip
| |
| − | Your organization might use
| |
| − | Microsoft Teams or other third-party service
| |
| − | to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services.
| |
| − | '
| |
| − | Adding: ', or
| |
| − | Microsoft Teams members
| |
| − | '
| |
| − | Adding: 'Tip
| |
| − | Your organization might use
| |
| − | Microsoft Teams or other third-party service
| |
| − | to provide support. You might be able to transfer calls, consult with back office team members, or add a back office team member into your call using one of these services.
| |
| − | '
| |
| − | Deleting: ' instantly'
| |
| − | Adding: 'including
| |
| − | Microsoft Teams members
| |
| − | , instantly, '
| |
| − | Deleting: 'drop-down '
| |
| − | Adding: 'organization'
| |
| − | Adding: 'may contact people in their organization who are outside the Genesys contact center '
| |
| − | Adding: 'y connecting through an external or third-party application, such as Microsoft Teams.
| |
| − | If your administrator has enabled this capability, perform the follo'
| |
| − | Adding: 'ing steps to call an'
| |
| − | Adding: 'target:
| |
| − | Open
| |
| − | '
| |
| − | Deleting: 's.
| |
| − | If your administrator has enabled this capability, perform the following steps to call an agent group:
| |
| − | Open Team'
| |
| − | Adding: 'you select the
| |
| − | All Types
| |
| − | filter instead, external/third-party targets can'
| |
| − | Adding: 'e distinguished from agents or other contact center resources by service-specific icons next to their names; for example, Microsoft Teams:
| |
| − | Enter the name of the person when looking for a team member in the search field.
| |
| − | In the search results, click the
| |
| − | Call
| |
| − | button next to the name of the person that you want to call.
| |
| − | Transfer, consultation, and conference call flows
| |
| − | When you are handling a call with your contact, call flow is a little different when you include an external party through a service, such as Microsoft Teams. Because the external party is not a Genesys agent using '
| |
| − | Adding: 'gent Desktop, 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 by Genesys, so the interaction ends and must be marked as
| |
| − | Done
| |
| − | .
| |
| − | '
| |
| − | Adding: 'ransfer
| |
| − | Here is the workflow when you want to transfer your active voice call to an external party:
| |
| − | Click
| |
| − | Transfer
| |
| − | .
| |
| − | When
| |
| − | Team Communicator
| |
| − | opens'
| |
| − | Adding: 'use the
| |
| − | Type filter
| |
| − | to view only
| |
| − | E'
| |
| − | Adding: 'Third Party
| |
| − | targets.
| |
| − | To find the target, enter their information, such as name, user name, or phone number, into the search field.
| |
| − | Check to see if the target is available. Agent Desktop displays
| |
| − | Ready
| |
| − | when the target is available to take a call.
| |
| − | To transfer the call, in
| |
| − | Team Communicator
| |
| − | , click the
| |
| − | Transfer
| |
| − | button next to the target's name.
| |
| − | The call is transferred to the target and your interaction ends.
| |
| − | Click
| |
| − | Done
| |
| − | .
| |
| − | The call rings on the target's workstation. When the target answers their external service remote phone, the call is connected in the service.
| |
| − | Consult
| |
| − | Here is the workflow when you want to consult with an external party while you are handling a voice call with a contact:
| |
| − | Click
| |
| − | Consult
| |
| − | .
| |
| − | When
| |
| − | Team Communicator
| |
| − | opens, use the
| |
| − | Type filter
| |
| − | to view only
| |
| − | External/Third Party
| |
| − | targets.
| |
| − | To find the target, enter their information, such as name, user name, or phone number, into the search field.
| |
| − | Check to see if the target is available. Agent Desktop displays
| |
| − | Ready
| |
| − | when the target is available to take a call.
| |
| − | To call, in
| |
| − | Team Communicator
| |
| − | , click the
| |
| − | Consult
| |
| − | button next to the target's name.
| |
| − | Your external service remote phone rings and a call
| |
| − | from
| |
| − | the target is displayed on your workstation.
| |
| − | When the target answers their external service remote phone, the call is connected in both the service and Agent Desktop. The call displays as a
| |
| − | Consult Voice
| |
| − | interaction in the
| |
| − | Voice
| |
| − | interaction with your contact.
| |
| − | Use the Agent Desktop controls to handle the call.
| |
| − | Your contact is put on hold while you talk to the external party.
| |
| − | To talk to the contact, click
| |
| − | Resume
| |
| − | . The external party is put on hold.
| |
| − | Use the consultation call controls to resume and end the call with the external party.
| |
| − | Conference (and two'
| |
| − | Adding: 'step transfer)
| |
| − | Here is the workflow when you want to start a conference call with an external party while you are handling a voice call with a contact:
| |
| − | Click
| |
| − | Conference
| |
| − | .
| |
| − | When
| |
| − | Team Communicator
| |
| − | opens, use the
| |
| − | Type filter
| |
| − | to view only
| |
| − | External/Third Party
| |
| − | targets.
| |
| − | To find the target, enter their information, such as name, user name, or phone num'
| |
| − | Adding: 'r, into the search field.
| |
| − | Check to see if the target is availa'
| |
| − | Adding: 'le. Agent Desktop displays
| |
| − | Ready
| |
| − | when the target is a'
| |
| − | Adding: 'ailable to take a call.
| |
| − | To start a conference call, in
| |
| − | Team Communicator
| |
| − | , click the
| |
| − | Conference
| |
| − | button'
| |
| − | Adding: ' target name.
| |
| − | A new call notification is displayed on the target's workstation.
| |
| − | When the target answers, the target is connected to your call.
| |
| − | The conference target is displayed in the interaction party area. You, your contact, and the conference target can all hear each other.
| |
| − | The target can hang up or you can use the
| |
| − | Party Action
| |
| − | menu to remove either party from the call.
| |
| − | Click
| |
| − | End
| |
| − | to end the call. The contact and the conference target must also hang up for the call to end for all parties.
| |
| − | Click
| |
| − | Done
| |
| − | to mark the interaction as done.
| |
| − | Receiving a call from an'
| |
| − | Adding: 'ternal party service
| |
| − | To receive a call from an external party who is one of your team members on a third-party service such as Microsoft Teams'
| |
| − | Adding: 'set your status to
| |
| − | Ready
| |
| − | on the
| |
| − | Voice
| |
| − | channel.
| |
| − | When a team member calls you, a notification is displayed in both Agent Desktop and the third-party service. There is no
| |
| − | Accept
| |
| − | button on the Agent Desktop notification. To answer the call, use the third-party service.
| |
| − | When you answer the call, a voice interaction is created in Agent Desktop. Use the Agent Desktop controls to handle the call.
| |
| − | How do I contact another agent through a Routing Point or Queue?
| |
| − | In some contact centers, calls are handled through a Routing Point, Interaction Queue, or Queue. Instead of transferring, conferencing, or consulting directly with another agent or to a member of an agent group, your environment might be set up to enable you to direct an interaction to another agent through a Routing Point, Interaction Queue, or Queue.
| |
| − | If your administrator has enabled this capability, you can enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member.
| |
| − | If your administrator has enabled this capability, perform the following steps to call an agent group:
| |
| − | Open Team Communicator.
| |
| − | Select
| |
| − | Routing Point
| |
| − | ,
| |
| − | Interaction Queue
| |
| − | , or
| |
| − | Queue
| |
| − | from the
| |
| − | Filter by type
| |
| − | menu.
| |
| − | Enter the name of the Routing Point, Interaction Queue, or Queue instead of the name of an agent or agent group when looking for a team member.
| |
| − | Click the
| |
| − | Action '</pre>
| |
| − | * Update on PEC-AD/Current/Agent/ADTeamCommunicator [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADTeamCommunicator&type=revision&diff=124114&oldid=112617 view diff] (153)
| |
| − | 176<pre>Adding: ' or external/third-party (such as Microsoft Teams members in your organization)'
| |
| − | Adding: '
| |
| − | External/third-party (such as Microsoft Teams members in your organization)'</pre>
| |
| | | | |
| − | === 2022-07-05 === | + | === 2022-09-05 === |
| − | * Small update in GASN/Current/Admin/Packages [https://all.docs.genesys.com/index.php?title=GASN/Current/Admin/Packages&type=revision&diff=124064&oldid=124043 view diff] (84) | + | * New Page: System/security use cases [https://all.docs.genesys.com/index.php?title=System/security_use_cases view diff] (new) |
| − | 44<pre>Adding: '
| + | **: The following table provides information on security use cases in Genesys Multicloud CX. The information includes how roles and permissions are managed. |
| − | Gplus_Adapter_ServiceNow_9_1_002
| |
| − | '</pre>
| |
| − | * Update on PEC-REP/Current/PulsePEGuide/Planning [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/PulsePEGuide/Planning&type=revision&diff=124059&oldid=118222 view diff] (-103)
| |
| − | 340<pre>Adding: 'Pulse does not currently support '
| |
| − | Deleting: ' is not supported currently'
| |
| − | Deleting: '.
| |
| − | An SMTP relay
| |
| − | Facilitates email communications in an environment where GCXI reports or voicemails are sent as emails to contact center personnel. Genesys recommends PostFix, but you can use any SMTP relay that supports standard mail libraries'</pre>
| |
| − | * New page added: GASN/Current/Admin/Packages [https://all.docs.genesys.com/index.php?title=GASN/Current/Admin/Packages view]
| |
| − | * Small update in GASN/Current/Admin/Install [https://all.docs.genesys.com/index.php?title=GASN/Current/Admin/Install&type=revision&diff=124042&oldid=98863 view diff] (-4)
| |
| | | | |
| − | === 2022-07-04 ===
| |
| − | * Update on PEC-REP/Current/RT/UserPreferences [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/RT/UserPreferences&type=revision&diff=124031&oldid=121205 view diff] (172)
| |
| − | 47<pre>Adding: 'Video: Working with User Preferences
| |
| − | '</pre>
| |
| − | * Update on IXN/Current/IXNPEGuide/Planning [https://all.docs.genesys.com/index.php?title=IXN/Current/IXNPEGuide/Planning&type=revision&diff=124030&oldid=107129 view diff] (709)
| |
| − | 986<pre>Adding: '
| |
| − | Third-party services
| |
| − | Name
| |
| − | Version
| |
| − | '
| |
| − | Adding: 'urpose
| |
| − | Notes
| |
| − | 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'
| |
| − | Adding: ' pipeline. You can use any Doc'
| |
| − | Adding: 'er OCI compliant registry.
| |
| − | PostgreSQL
| |
| − | '
| |
| − | Adding: '.x
| |
| − | Relational database.
| |
| − | Kafka
| |
| − | 2.x
| |
| − | Message bus.
| |
| − | Kafka is'
| |
| − | Adding: 'd to delive'
| |
| − | Adding: 'reporting events to Genesys Info Mart (GIM). It is the same Kafka for GIM and'
| |
| − | Adding: '.
| |
| − | Consul
| |
| − | 1.8
| |
| − | Service discovery, service mesh, and key/value store.
| |
| − | Redis
| |
| − | 6.x
| |
| − | Used for caching. Only distributions of Redis that support Redis cluster mode are supported, however, some services may not support cluster mode.
| |
| − | Redis is required for communication between Orchestration Server (ORS) and IXN Server. It is the same Redis for ORS and IXN Server.
| |
| − | Storage requirements
| |
| − | In case logging into files is configured for IXN Server, it requires a volume storage mounted to IXN Server'</pre>
| |
| − | * Update on PEC-REP/Current/RT/RTRUserAccess [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/RT/RTRUserAccess&type=revision&diff=124018&oldid=98812 view diff] (233)
| |
| − | 57<pre>Adding: '
| |
| − | Video: Working with Dashboards and Wallboards
| |
| − | '</pre>
| |
| − | * Update on PEC-Developer/Current/SCAPI/ConfigurationNamespace [https://all.docs.genesys.com/index.php?title=PEC-Developer/Current/SCAPI/ConfigurationNamespace&type=revision&diff=124005&oldid=123412 view diff] (589)
| |
| − | 503<pre>Adding: '. Note: 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 Workspace Web Edition options with the following text in their descriptions can be overridden by a routing strategy: \"This option can be overridden by a routing strategy as described in this
| |
| − | Configuration Guide
| |
| − | .\" Using the getContextualOption method doesn’t interfere with how Workspace Web Edition handles options'</pre>
| |
| | | | |
| − | === 2022-07-01 === | + | === 2022-09-02 === |
| − | * Update on PrivateEdition/Current/PEGuide/ConfigMonitor [https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/ConfigMonitor&type=revision&diff=123964&oldid=115186 view diff] (268) | + | * Update: PrivateEdition/Current/PEGuide/VoiceConnectivity [https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/VoiceConnectivity&type=revision&diff=127770&oldid=126388 view diff] (minor) |
| − | 162<pre>Deleting: 'overview and '
| + | * Update: PEC-REP/Current/GIMPEGuide/PlanningGSP [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/PlanningGSP&type=revision&diff=127768&oldid=127748 view diff] (updated) |
| − | Adding: 'Enabling monitoring in OpenShift Container Platform
| + | **: Follow the instructions provided by the storage service provider of your choice to create th. need to know details such as the endpoint information, access key, and secret. Unless Kafka has been configured to auto-create topics, ensure that the Kafka topics. supports using a customized topic name. |
| − | Enabling monitoring in GKE Platform
| + | |
| − | '
| + | * Update: PEC-REP/Current/GIMPEGuide/PlanningGIM [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/PlanningGIM&type=revision&diff=127767&oldid=127747 view diff] (updated) |
| − | Deleting: 's
| + | **: GIM and GIM monitoring are the only services that run in the GIM Docker container. Unless you elect to store your exported data in a local directory, your Info Mart data is exported to an object store. |
| − | Monitoring your service'</pre>
| + | |
| − | * Update on PrivateEdition/Current/PEGuide/ConfigLog [https://all.docs.genesys.com/index.php?title=PrivateEdition/Current/PEGuide/ConfigLog&type=revision&diff=123963&oldid=115182 view diff] (-215) | + | * Update: PEC-REP/Current/GIMPEGuide/DeployGSP [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/DeployGSP&type=revision&diff=127763&oldid=127737 view diff] (updated) |
| − | 74<pre>Adding: 'For more details, refer to
| + | **: Genesys Info Mart does not report the Ready state for pods until internal health checks are satisfied and the pods are operational. You can use standard kubectl commands like list and get to verify the successful deployment and readiness status. |
| − | '
| + | |
| − | Adding: 'level logging approaches
| + | * Update: PEC-REP/Current/GIMPEGuide/DeployGIM [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/DeployGIM&type=revision&diff=127762&oldid=127736 view diff] (updated) |
| − | .'</pre>
| + | **: Genesys Info Mart does not report the Ready state for pods until internal health checks are satisfied and the pods are operational. You can use standard kubectl commands like list and get to verify the successful deployment and readiness status. |
| − | * New content added to UCS/Current/UCSPEGuide/Architecture [https://all.docs.genesys.com/index.php?title=UCS/Current/UCSPEGuide/Architecture&type=revision&diff=123960&oldid=95497 view diff] (6822)
| + | |
| − | 4156<pre>Adding: 'Universal Contact Service architecture
| + | * Update: PEC-REP/Current/GIMPEGuide/DeployGCA [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/DeployGCA&type=revision&diff=127761&oldid=127735 view diff] (updated) |
| − | Related documentation:
| + | **: Genesys Info Mart does not report the ready state for pods until internal health checks are satisfied and the pods are operational. You can use standard kubectl commands like list and get to. erify the successful deployment and readiness status of the Kubernetes objects. |
| − | Suite-level guide
| + | |
| − | All services
| + | * Update: PEC-REP/Current/GIMPEGuide/ConfigureGSP [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/ConfigureGSP&type=revision&diff=127760&oldid=127733 view diff] (updated) |
| − | Universal Contact Service Release Notes
| + | **: Configure. requires the following secrets: docker-registry, kafka-secrets, gsp-s3. You must override the securityContext settings in your OpenShift. aml file, so that no user or group IDs are specified. For details, see Configure security, below. |
| − | RSS:
| + | |
| − | For private edition
| + | * Update: PEC-REP/Current/GIMPEGuide/PlanningGCA [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/PlanningGCA&type=revision&diff=127746&oldid=126436 view diff] (updated) |
| − | Introduction
| + | **: summarize:. To find the correct Helm chart version for your release, see Helm charts and containers for Genesys Info Mart. |
| − | For in'
| + | |
| − | Adding: 'ormation about the overall architecture of Genesys Multicloud CX private edition, see the high-level
| + | * Update: PEC-REP/Current/GIMPEGuide/Overview [https://all.docs.genesys.com/index.php?title=PEC-REP/Current/GIMPEGuide/Overview&type=revision&diff=127745&oldid=117502 view diff] (updated) |
| − | Architecture
| + | **: There is an update about Genesys Info Mart |
| − | page.
| + | |
| − | See also
| + | * Update: PEC-OU/Current/CXContact/CompTools [https://all.docs.genesys.com/index.php?title=PEC-OU/Current/CXContact/CompTools&type=revision&diff=127702&oldid=115627 view diff] (updated) |
| − | High availability and disaster recovery
| + | **: You can create custom rules so that dialing is blocked during certain time periods or on specific dates. For example, if you want to suppress dialing on a holiday or a no contact day you can specify suitable conditions in a custom rule. If you want the record to be redialed, for example the next day, you will need to configure a disposition code. |
| − | for information about high availability/disaster recovery architecture.
| + | |
| − | Architecture diagram — Connections
| + | |
| − | The numbers on the connection lines refer to the connection numbers in the
| + | === 2022-09-01 === |
| − | table
| + | * Update: PEC-AD/Current/Agent/ADintinter [https://all.docs.genesys.com/index.php?title=PEC-AD/Current/Agent/ADintinter&type=revision&diff=127672&oldid=127441 view diff] (minor) |
| − | that follows the diagram. The direction of the arrows indicates where the connection is initiated'
| + | * Update: System/Current/GenesysChoice/Digital1 [https://all.docs.genesys.com/index.php?title=System/Current/GenesysChoice/Digital1&type=revision&diff=127619&oldid=116450 view diff] (updated) |
| − | Adding: 'the source) and where an initiated connection connects to (the destination), from the point of view of Universal Contact Service as a service in the network.
| + | **: The total number of unique User IDs that logged into a Digital 1 bundled Multicloud CX service in a given geographic region and have taken a Chat. interaction during the billing period. Named users are calculated and billed separately for each geographic region. Any User ID used by Genesys for testing purpose is excluded from the named user calculation. |
| − | Connections table
| |
| − | The connection numbers refer to the numbers on the connection lines in the diagram. The
| |
| − | Source
| |
| − | ,
| |
| − | Destination
| |
| − | , and
| |
| − | Connection Classification
| |
| − | columns in the table relate to the direction of the arrows in the Connections diagram above: The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of Universal Contact Service as a service in the network.
| |
| − | Egress
| |
| − | means the Universal Contact Service service is the source, and
| |
| − | Ingress
| |
| − | means the Universal Contact Service service is the destination.
| |
| − | Intra-cluster
| |
| − | means the connection is between services in the cluster.
| |
| − | Connection
| |
| − | Source
| |
| − | Destination
| |
| − | Protocol
| |
| − | Port
| |
| − | Classification
| |
| − | Data that travels on this connection
| |
| − | 1
| |
| − | Browser
| |
| − | Inbound Gateway
| |
| − | HTTP
| |
| − | 80
| |
| − | Ingress
| |
| − | Inbound web traffic
| |
| − | 2
| |
| − | Ingress Gateway
| |
| − | UDM Gateway
| |
| − | TCP
| |
| − | 80
| |
| − | Ingress
| |
| − | Inbound web traffic
| |
| − | 3
| |
| − | UDM Gateway
| |
| − | UDM Master DB
| |
| − | TCP
| |
| − | 5432
| |
| − | Intra-cluster
| |
| − | UDM Gateway reads information about the jobs from the UDM Master DB.
| |
| − | 4
| |
| − | UDM
| |
| − | UDM Master DB
| |
| − | TCP
| |
| − | 443
| |
| − | Intra-cluster
| |
| − | UDM reads information about the jobs from the UDM Master DB.
| |
| − | 5
| |
| − | UDM Gateway
| |
| − | External File Storage
| |
| − | HTTP
| |
| − | 443
| |
| − | Intra-cluster
| |
| − | UDM Gateway uploads exported data to the External File Storage.
| |
| − | 6
| |
| − | UDM
| |
| − | External File Storage
| |
| − | HTTP
| |
| − | 443
| |
| − | Intra-cluster
| |
| − | UDM uploads exported data to the External File Storage.
| |
| − | 7
| |
| − | Prometheus
| |
| − | UDM Gateway
| |
| − | TCP
| |
| − | 10052
| |
| − | Intra-cluster
| |
| − | Prometheus polls UDM Gateway for metric endpoints.
| |
| − | 8
| |
| − | Intelligent Workload Distribution
| |
| − | UDM
| |
| − | HTTP
| |
| − | 8080
| |
| − | UDM exports iWD events using the iWD API.
| |
| − | 9
| |
| − | UDM
| |
| − | Authentication Service
| |
| − | TCP
| |
| − | 80
| |
| − | Intra-cluster
| |
| − | UDM connect to GAUTH for authenticating UDM clients.
| |
| − | 10
| |
| − | UDM Gateway
| |
| − | Authentication Service
| |
| − | TCP
| |
| − | 80
| |
| − | Intra-cluster
| |
| − | UDM Gatewat connects to GAUTH for authenticating UDM Gateway.
| |
| − | 11
| |
| − | Prometheus
| |
| − | UDM
| |
| − | TCP
| |
| − | 10052
| |
| − | Intra-cluster
| |
| − | Prometheus polls UDM for metric endpoints.
| |
| − | 12
| |
| − | Universal Contact Service
| |
| − | Authentication Service
| |
| − | TCP
| |
| − | 80
| |
| − | Intra-cluster
| |
| − | UCS connects to GAUTH for authenticating UCS-X clients.
| |
| − | 13
| |
| − | Universal Contact Service
| |
| − | GWS Workspace Service
| |
| − | HTTP
| |
| − | 80
| |
| − | Intra-cluster
| |
| − | Agent Desktop accesses UCS-X through the aggregator (GWS Workspace API'
| |
| − | Adding: ' Internal ingress is used to support sticky session for CometD.
| |
| − | 14
| |
| − | Intelligent Workload Distribution
| |
| − | Universal Contact Service
| |
| − | HTTP
| |
| − | 80
| |
| − | Intra-cluster
| |
| − | iWD stores workitem interactions in UCS-X and iWD also reads contacts from UCS-X.
| |
| − | 15
| |
| − | Nexus
| |
| − | Universal Contact Service
| |
| − | TCP
| |
| − | 8080
| |
| − | Intra-cluster
| |
| − | Nexus access UCS-X API for storing and reading interactions (chat, socials) and contacts.
| |
| − | 16
| |
| − | Prometheus
| |
| − | Universal Contact Service
| |
| − | TCP
| |
| − | 10052
| |
| − | Prometheus polls UCS-X for metric endpoints.
| |
| − | 17
| |
| − | Universal Contact Service
| |
| − | Elasticsearch
| |
| − | TCP
| |
| − | 9200
| |
| − | Intra-cluster
| |
| − | UCS-X logs are passed to Elasticsearch.
| |
| − | 18
| |
| − | Universal Contact Service
| |
| − | UCSX Tenant Database
| |
| − | TCP
| |
| − | 5432
| |
| − | Intra-cluster
| |
| − | UCS-X operations with tenant data (interactions, contacts, categories) are stored in Tenant database.
| |
| − | 19
| |
| − | Universal Contact Service
| |
| − | UCSX Master Database
| |
| − | TCP
| |
| − | 6432
| |
| − | Intra-cluster
| |
| − | UCS-X stores and accesses configuration data inside the UCS-X Master database:
| |
| − | fetch configuration on instance startup
| |
| − | periodically refresh configuration to get updates in runtime
| |
| − | 20
| |
| − | UDM
| |
| − | UCSX Master Database
| |
| − | TCP
| |
| − | 5432
| |
| − | UDM exports data from UCS-X Tenant database.
| |
| − | 21
| |
| − | UDM Gateway
| |
| − | Universal Contact Service
| |
| − | TCP
| |
| − | 443
| |
| − | UDM Gateway retrieves contact information for GDP'
| |
| − | Adding: ' related jobs.
| |
| − | '</pre>
| |
| − | "
| |
