User:Sbogard

2022-08-23

• Update: PEC-IWD/Current/Administrator/IWDMailboxes view diff (updated)

  • Readability of the High Priority/Importance email mark depends on the email client in use. For email sent via Google to Microsoft mailboxes, this mark CANNOT be read by Email for Multicloud CX. If an unrecoverable email error is found, the system keeps the email unread and processes it during the next cycle.

• Update: PEC-IWD/Current/Administrator/IWDEndpoints view diff (updated)

  • Typos were fixed.

• Update: PEC-GPA/Current/Administrator/GplusTroubleshoot90 view diff (updated)

  • For troubleshooting purposes, Gplus Adapter can display the same notifications in Agent Workspace when events are successful or unsuccessful. The KVP information line provides information about whether Gplus adapter found key names in the interaction userData that matched id, cti or a KVP specified.

• Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)

  • Some content was deleted. For information about troubleshooting Gplus Adapter for Salesforce, refer to Troubleshooting GPlus Adapter Integration with Salesforce. Some content of this article has been deleted.

• Update: PEC-REP/Current/RT/GetStarted view diff (updated)

  • Typos were fixed.

• Update: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (minor)

2022-08-22

• Update: UseCases/Current/GenesysEngage-onpremises/EE30 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE34 view diff (updated)

  • The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls. Outbound Campaigns and Genesys Typos were fixed. Some content was deleted.

• Update: UseCases/Current/GenesysEngage-onpremises/CE22 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE20 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE19 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE18 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE16 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE07 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE02 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/CE01 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/BO11 view diff (updated)

  • The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls. Outbound Campaigns and Genesys Typos were fixed in the Workspace.

• Update: UseCases/Current/GenesysEngage-onpremises/BO06 view diff (updated)

  • Typos were fixed.

• Update: UseCases/Current/GenesysEngage-onpremises/BO04 view diff (updated)

  • Typos were fixed.

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

  • Typos were fixed.

2022-08-18

• New Page: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (new)

  • The high-level architecture of Genesys Multicloud CX private edition is shown in the Connections diagram. The numbers on the connection lines refer to the connection numbers in the table that follows the diagram.

• Update: VM view diff (minor)
• Update: VM view diff (minor)
• Update: UseCases/Current/GenesysCloud/CE37 view diff (updated)

  • Typos were fixed.

• Update: PEC-WFM/Current/Administrator/UserSec view diff (updated)

  • Typos were fixed.

• Update: PEC-REC/Current/Administrator/ScreenRecordingConfig view diff (updated)

  • Typos were fixed.

• Update: GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices view diff (updated)

  • Typos were fixed.

• Update: GenesysEngageMulticloud/Current/GECUG/InboundServices view diff (updated)

  • Typos were fixed.

• Update: GAA/Current/WDEPlugin/PrerequisitesArticle view diff (minor)
• Update: GAA/Current/WDEPlugin/InstallWDEplugin view diff (minor)
• Update: GAA/Current/WDEPlugin/ConfigureGenAdmin view diff (minor)
• Update: UCS/Current/UCSPEGuide/Architecture view diff (minor)
• Update: PEC-ROU/HIW view diff (updated)

  • Typos were fixed.

• Update: PEC-ROU/Current/GTR/GTRSampleDesignerApp view diff (updated)

  • Typos were fixed.

• Update: PEC-ROU/Current/GTR/GTROverview view diff (updated)

  • Typos were fixed.

• Update: PEC-ROU/Current/GTR/GTRIntegrate view diff (updated)

  • Typos were fixed.

• Update: PEC-REP/HIW view diff (updated)

  • Typos were fixed.

• Update: PEC-REP view diff (minor)
• Update: PEC-IWD/HIW view diff (updated)

  • Typos were fixed.

• Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)

  • Typos were fixed.

• Update: PEC-IWD/Current/Administrator/IWDGTL view diff (updated)

  • Typos were fixed.

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

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/External URLs view diff (updated)

  • The external website URL can be defined using the $AttachedData.Y$ parameter to have flexible text in the URL where Y represents an attached data name. If an agent manually adds the attached data to the interaction, the external website tab is displayed.

• Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes view diff (updated)

  • Typos were fixed. Some content was deleted.

• Update: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (updated)

  • Some content was deleted. Genesys is removing non-inclusive terms in its software and documentation. For third-party products that include such terms, the company uses the following replacements as replacements.

• Update: PEC-WFM/Current/Supervisor/AdherenceMdl view diff (updated)

  • Typos were fixed.

2022-08-17

• New Page: VM/Current/VMPEGuide/Architecture1 view diff (new)

  • The high-level architecture of Genesys Multicloud CX private edition is shown in the Connections diagram. The numbers on the connection lines refer to the connection numbers in the table that follows the diagram.

• Update: PEC-WFM/Current/Administrator/TimeOffBid view diff (updated)

  • If the supervisor sets the Wait-listed option to the preferred time-off item they created and if it is within the bidding period, the bidding process handles this request as if the agent is bidding. If this time-Off item is not within the time-of-bidding period, it will not be saved.

• Update: PEC-DC/Current/DCPEGuide/ProvisionAIConnector view diff (updated)

  • Typos were fixed.

• Update: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (updated)

  • Typos were fixed.

• Update: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (updated)

  • Typos were fixed.

• Update: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (updated)

  • Typos were fixed.

• Update: PEC-DC/Current/DCPEGuide/OverviewAIConnector view diff (updated)

  • Typos were fixed.

2022-08-16

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

  • Typos were fixed.

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

  • The Last Called Agent option must be enabled in the Route agent block. It stores contact details in the Contact system variable. This contextual data can be used in the application to provide a more personalized experience for the customer.

• Update: PEC-AS/Current/ManageCC/Bulk operations view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Agent options overview view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Case and toast data view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Multi-channel view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Voice options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Create agents view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Channels options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Global Login view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Contacts view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Desktop Views options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Salesforce options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Agent and contact center statistics view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Hierarchy view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Work with Global Favorites view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Interaction history advanced search view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/CC options overview view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Email options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Service Client options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Transactions view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Feedback view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/External URLs view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Chat options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/HIW view diff (updated)

  • There were typos in the space application. It is now fixed. It explains what agents see and how they can perform interaction channels such as voice, email, chat, and social media standard responses and case data.

• Update: PEC-AS/Current/ManageCC/Dispositions view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Voicemail view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Statistics options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Workitem options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Standard Response Library options view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Caller ID view diff (updated)

  • Typos were fixed.

• Update: PEC-AS view diff (minor)
• Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)

  • Genys Softphone can be distributed to end user workstations through Desktop Configuration Management solutions, such as Microsoft Endpoint Manager, that enable mass deployments of desktop software. Although Genesys Softphones are not shipped with a Microsoft Software Installer, you can repackage them into an MSI.

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

  • Typos were fixed. Designer can obtain contact information from the interaction call data or from other services in the Genesys Multicloud CX solution if the contact details are not available.

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

  • This setting is only available for Digital type applications. The Enable Customer Profile option enables Designer to retrieve certain details about the customer for the purpose of customer identification. For voice calls, Designer can identify the caller based on their phone number. For digital interactions, the contact s email address can be passed to Designer when the interaction starts. This contextual data can be used in the application to provide a more personalized experience for the customer.

• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)

  • Typos were fixed.

• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Blob Storage view diff (updated)

  • Typos were fixed.

• Update: PEC-AS/Current/ManageCC/Keys view diff (updated)

  • Typos were fixed.

2022-08-15

• Update: PEC-REP/Current/PulsePEGuide/Upgrade view diff (updated)

  • The instructions on this page assume you have deployed the services in service-specific namespaces or OpenShift projects. Genesys recommends that you upgrade the services methodically and sequentially.

• Update: PEC-REP/Current/GIMPEGuide/PlanningGSP view diff (updated)

  • Some content was deleted. Genesys Info Mart has no special requirements for the storage buckets you create. Note and securely store the bucket details, particularly the access key and secret, when you create the storage bucket.

2022-08-12

• Update: PEC-REP/Current/GIMPEGuide/PlanningGCA view diff (updated)

  • Typos were fixed.

• Update: PEC-REP/Current/GIMPEGuide/ConfigureGSP view diff (updated)

  • Kubernetes Secrets GSP is configured to use Azure Blob Storage as the persistent data store for data used during processing. You can override aspects of the default configuration to modify GSP behavior.

2022-08-11

• New Page: PEC-AD/Current/WWEPEGuide/AgentAssistConfig view diff (new)

  • Agent Assist allows agents to access real-time voice transcription and real time knowledge base and FAQ suggestions. The majority of the configuration steps are completed in conjunction with a Genesys Professional Services engagement. Each option and privilege must be configured.

• Update: PEC-Email/Current/EmailPEGuide/Email metrics and alerts view diff (updated)

  • Typos were fixed. Some content was deleted.

2022-08-10

• Update: DES/Current/DESPEGuide/Architecture view diff (updated)

  • Typos were fixed. For information about the overall architecture of Genesys Multicloud CX private edition, see the high-level Architecture page. The Source, Destination, and Connection Classification columns relate to the direction of the arrows in the Connections diagram above.

• Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (minor)
• Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (updated)

  • Typos were fixed.

• New Page: PEC-DC/Current/DCPEGuide/ProvisionAIConnector view diff (new)

  • The AI Connector functions as a webhook for Digital Channels interactions. It is a one-time process (per contact center) required to ensure that the AIConnector webhook URL is known and trusted to Digital Channel service.

• New Page: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (new)

  • 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. If you are using a single namespace for all private edition services, you might not need to create separate secrets for each service.

• New Page: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (new)

  • The AI Connector version is a valid release version and a valid image name. A string to partially override the athena.fullname template is prepended to the release name. An array of docker-registry secret names is an array of secret names. The service account is created. The security context runs as non-root user.

• New Page: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (new)

  • AI Connector in Genesys Multicloud CX private edition includes the following containers:athena, a Helm chart, a container image registry and Helm chart repository. AI Connector supports Redis deployed in either cluster (TLS) or non-cluster (non-TLS)' mode.

• New Page: PEC-DC/Current/DCPEGuide/OverviewAIConnector view diff (new)

  • The AI Connector interfaces with third-party natural language processing and virtual agent frameworks to stream audio and chat messages and deliver the results to the Genesys agent desktop or bot conversations. It makes the interface available as an HTTP webhook endpoint where voice and digital channels can send interaction events.

• New Page: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (new)

  • The Genesys Multicloud CX private edition services must enable voice connectivity to handle SIP and RTP traffic within and outside the private edition deployment. The following diagram shows the voice connections from the services running in Kubernetes to the other services.

• New Page: PrivateEdition/Current/PEGuide/F5SIP-ALGConfig view diff (new)

  • Learn how to configure F5 SIP-ALG as the final step in SBC integration with the private edition deployment on OpenShift. Create SNATs and pools and create the Source Network Address Translations (SNATs)

• New Page: PrivateEdition/Current/PEGuide/F5BIG-IPforOpenShiftOverview view diff (new)

  • F5 BIG-IP is the recommended solution to integrate SBCs with the Genesys Multicloud CX private edition deployments on OpenShift. It's a solution to overcome this limitation by acting as a SIP/RTP Application layer gateway. VXLAN/GENEVE tunnels are created from the F5BI-IP to the Red Hat OpenShift cluster.

• New Page: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (new)

  • Learn how you can set up VXLAN tunnels to the OpenShift cluster. Set up a VXlan tunnel and profile on the BIG-IPs. Create new OpenShift host subnets for the Bigip IPs and for the floating IP.

• New Page: PrivateEdition/Current/PEGuide/CISInstallation view diff (new)

  • The F5 Container Ingress Services (CIS) is installed on an OpenShift/Kubernetes cluster as part of SBC integration with the private edition deployment on OpenShift.

• Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)

  • Typos were fixed.

• Update: ATC/RequiredPCDomains view diff (updated)

  • Typos were fixed.

2022-08-09

• Update: GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy view diff (updated)

  • Multicloud CX Innovation Edition provides customers with a non-production environment which is totally separate from their own production environment. The preview function allows for software to be evaluated before it s deployed in production.

• Update: BDS/Current/BDSPEGuide/Deploy view diff (updated)

  • The instructions on this page assume you are deploying the service in a service-specific namespace or OpenShift project. If you are using a single namespace for all private edition services, you might not need to create separate secrets for each service.

• Update: BDS/Current/BDSPEGuide/Configure view diff (updated)

  • B BDS uses the default connection property to connect to the Oracle database. If the default path is /genesys/data/sqlnet.ora, BDS uses it. BDS stores the encryption tokens and keys used to decrypt and encrypt passwords. BDS also controls how BDS filters information placed in the log file.

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

  • A container image registry and Helm chart repository are used for downloading Genesys containers and Helm charts into the customer's repository to support a CI/CD pipeline. Command line interface tools to log in and work with Kubernetes clusters.

• Update: PEC-WFM/Current/Agent/MngTOR view diff (updated)

  • Typos were fixed.

• Update: PEC-REC/Current/User/GetStarted view diff (updated)

  • Typos were fixed.

2022-08-08

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

  • The Agent Workspace Chat message composition field can display up to four lines at a time. You can use Shift+Enter to add blank lines to your message. Watch this video to find out how.

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

  • Typos were fixed.

• Update: PEC-WFM/Current/SupervisorHelp/VlmBldWiz view diff (updated)

  • Typos were fixed.

• Update: PEC-DC/Current/DCPEGuide/ProvisionOverview view diff (updated)

  • Typos were fixed.

2022-08-05

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

  • The Agent Workspace Chat message composition field can display up to four lines at a time. You can use Shift+Enter to add blank lines to your message. Watch this video to find out how.

2022-08-04

• Update: PEC-CAB/Current/CABPEGuide/Configure view diff (updated)

  • There were typos fixed. When the value is true, a set of environment variables for each active service is added to the pod. The value enableServiceLinks controls whether service information is added or not.

• New Page: PEC-WFM/Current/SupervisorHelp/StffgBldMult view diff (new)

  • In Workforce Management (WFM), you'll use the Build Staffing in the Scenarios Staffingview to build staffing data for multiple activities. The wizard uses the default forecasting objectives that were defined for each of the following activity types.

• New Page: PEC-WFM/Current/Supervisor/StffgBldWzdMulti view diff (new)

  • The Staffing Build Wizard builds staffing data for multiple activities based on the default forecasting objectives. The wizard uses the default objectives for each of the following activity types:Immediate, deferred, fixed-staff activities, such as voice calls, that use special forecasting calculations.

• Update: PEC-WFM/Current/Supervisor/StffgBldWzd view diff (updated)

  • The Staffing Build Wizard allows you to update some or all the default service level objectives with the new values you have specified. If you are building staffing for a single (or multi-site) Immediate activity type, you can choose to update the default objective values for the current activity type.

• New Page: PEC-WFM/Current/Supervisor/DfltFrcstObj view diff (new)

  • Use the default forecasting objectives tab to set default target service levels or staffing requirements for different types of activities. For Immediate Work activities, you can configure the following settings and options as the default forecast objectives.

• Update: PEC-WFM/Current/SupervisorHelp/StffgBldWzd view diff (updated)

  • The Build Staffing dialog displays values used for the most recent staffing build or the default forecasting objectives values. If you are building staffing for a single (or multi-site) Immediate activity type, you can update some or all of the default service level objectives with the new values you have specified.

2022-08-03

• Update: PEC-REP/Current/RT/RTRImportExport view diff (updated)

  • Typos were fixed and some content was deleted. Select the dashboards, wallboards, and widget templates from the package file to import into your current environment. Video: Export Dashboards How to export a package file.

• Update: BDS/Current/BDSPEGuide/Provision view diff (updated)

  • Typos were fixed. Source_extract is the last successful source extract date from all or specific data sources. Supported data sources are GIM, WFM, GVP, GIR, S3, INVENTORY and ALTOCLOUD.

• Update: PEC-REC/Current/User/usernew view diff (updated)

  • SpeakMiner supports processing of private Facebook and Twitter interactions. SpeechMiner now supports the Microsoft Edge Chromium browser. It supports HTML formatted content for digital media interactions. It also supports digit filtering.

• Update: PEC-REC/Current/User/trendingtoolbar view diff (updated)

  • Typos were fixed.

• Update: PEC-REC/Current/User/createanewsearch view diff (updated)

  • Typos were fixed.

• Update: PEC-REC/Current/User/GetStarted view diff (updated)

  • The filters available are dependent on whether Speech Analytics is enabled. Some content was deleted. Typos were fixed and some content deleted. The filters were enabled with recording and Quality Management.

2022-08-02

• Update: PEC-ROU/HIW view diff (updated)

  • Typos were fixed.

• Update: WID/Current/GCAPI/WebChatService view diff (updated)

  • Typos were fixed.

• Update: WID/Current/SDK/WebChatService-combined view diff (updated)

  • Typos were fixed.

• Update: WID/HIW view diff (updated)

  • Typos were fixed.

• Update: PrivateEdition/Current/PEGuide/Prerequisites view diff (updated)

  • Typos were fixed.

• New Page: GAMD/Current/Admin/Packages view diff (new)

  • To download the Gplus Adapter for Microsoft Dynamics package click the following link:Gplus-Admixture-Microsoft Dynamics 9.1.001 and read the summary of the download here.

• Update: PEC-DC/Current/DCPEGuide/Architecture view diff (minor)
• Update: PEC-DC/Current/DCPEGuide/Architecture view diff (updated)

  • There are typos in the Architecture diagram. The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. Egress means the Digital Channels service is the source, Ingress means Digital Ch channels is the destination, and Intra-cluster means the connection is between services in the cluster.

2022-08-01

• New Page: PEC-Admin/Current/Admin/PortalMetrics view diff (new)

  • The internal job checks the HTTP status code of Genesys Portal in each tenant and exposes the status code to the push gateway page. The PagerDuty incident is triggered automatically if the portal status code is not checked.

• Update: PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (updated)

  • The provider's value of the service is Portico - Async - mGage. Typos have been fixed. The provider's provider value depends on the service's value.