User: Sbogard

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2022-07-28[ | edit source]

  • Update: WebRTC/Current/WebRTCPEGuide/Architecture view diff (updated)
  • Update: UCSales/Current/Admin/Cap-fidelity view diff (minor)
  • Update: UCSales/Current/Admin/Cap-Test7 view diff (updated)
  • Update: UCSales/Current/Admin/Cap-Test view diff (updated)
  • Update: UCSales/Current/Admin/Cap-TBC view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCS-10031 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE-TEST-TEST-TEST view diff (updated)
  • Update: UCSales/Current/Admin/Cap-SCE-RFT view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE-Lieberman Test view diff (updated)
  • Update: UCSales/Current/Admin/Cap-SCE-27162 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE-17097 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE-12345 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE-00000 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE - 26922 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE - 21227 view diff (minor)
  • Update: UCSales/Current/Admin/Cap-SCE - 18426 view diff (updated)
  • Update: Solution/PredictiveEngagementEngagecloud view diff (updated)
  • Update: PEC-Voice/HIW view diff (updated)
    The following information was added:
    • Recording space enables agents and supervisors to handle voice interactions with contacts or team members. You can record calls, then analyze the recordings to assess customer satisfaction, monitor quality, and improve agent performance.
  • Update: PEC-Voice view diff (minor)
  • Update: PEC-Super/trainsuper view diff (updated)
  • Update: PEC-Super view diff (minor)
  • Update: PEC-OU/HIW view diff (updated)
  • Update: PEC-GS/HIW view diff (updated)
  • Update: PEC-GS/Current/Administrator/SPSSO view diff (updated)
    The following information was added:
    • Typos have been fixed. Typos were fixed. Typos will be fixed. They are fixed. They are also fixed for the rest of the world.
  • Update: PEC-GS/Current/Administrator/SPOverview view diff (updated)
  • Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)
  • Update: PEC-GPA/HIW view diff (updated)
    The following information was added:
    • As an agent, you can use Gplus Adapter to handle calls, chats, emails, or other media channels interactions without navigating away from
  • Update: PEC-GPA/Current/Agent/GPASFLWWE view diff (updated)
    The following information was added:
    • Gplus Adapter might be restricted to only one browser tab in some organizations. You might be required to re-authenticate when Gplus adapter switches over to a backup connection. Smart Failover is set up to support disaster recovery in the event of a system connectivity loss.
  • Update: PEC-GPA/Current/Agent/GPASFLScreenPops view diff (updated)
  • Update: PEC-GPA/Current/Agent/GPASFLGettingStarted view diff (updated)
  • Update: PEC-GPA/Current/Agent/GPASFLClickToDial view diff (updated)
  • Update: PEC-GPA/Current/Agent/GPASFLActivityHistory view diff (updated)
  • Update: PEC-GPA/Current/Agent/GPASFL view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GPlusSalesforceLightning view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GPlusSSO90 view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GPlusMigration90 view diff (updated)
  • Update: PEC-Email/HIW view diff (updated)
    The following information was added:
    • Mail classic, use Agent Setup to designate your incoming and outgoing mailboxes. Agents use Agent Workspace to send new and reply emails to customers, adding standard responses as needed. Users can also create email aliases that agents can choose as their From address.
  • Update: PEC-Email view diff (minor)
  • Update: PEC-Developer/HIW view diff (updated)
  • Update: PEC-Developer/Current/SCAPI/InteractionNamespace view diff (updated)
  • Update: PEC-DC/HIW view diff (updated)
  • Update: PEC-DC/Current/Administrator/GSEWhatsApp view diff (updated)
    The following information was added:
    • Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat. Create a Designer application to route WhatsApp interactions to the right agents.
  • Update: PEC-DC/Current/Administrator/GSESMS view diff (updated)
    The following information was added:
    • Go through the normal process to configure any necessary desktop options for agents in your contact center. Pay special attention to Chat as these settings apply to SMS.
  • Update: PEC-DC/Current/Administrator/GSEFacebookTwitter view diff (updated)
  • Update: PEC-DC view diff (minor)
  • Update: PEC-Cobrowse view diff (minor)
  • Update: PEC-Chat/HIW view diff (updated)
  • Update: PEC-Chat view diff (minor)
  • Update: PEC-COB/HIW view diff (updated)
  • Update: PEC-COB/Current/Developer/GCBCobrowseSessions view diff (updated)
  • Update: PEC-COB/Current/Developer/GCBCobrowseLocalization view diff (updated)
  • Update: PEC-COB/Current/Developer/GCBCobrowseJavaScriptAPI view diff (updated)
  • Update: PEC-COB/Current/Developer/GCB view diff (updated)
  • Update: PEC-CAB/Current/Administrator/ProvisionCallback view diff (updated)
  • Update: PEC-Agent/trainagt view diff (updated)
  • Update: PEC-Agent/Login view diff (updated)
  • Update: PEC-Agent/GetStarted view diff (updated)
  • Update: PEC-Agent view diff (minor)
  • Update: PEC-Admin/Current/Admin/SSO view diff (updated)
  • Update: PEC-Admin/Current/Admin/Portal view diff (updated)
  • Update: PEC-Admin/Current/Admin/Get started view diff (updated)
  • Update: PEC-Admin/Current/Admin/Applications view diff (updated)
  • Update: PEC-Admin view diff (minor)
  • Update: PEC-AD/HIW view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Overview view diff (updated)
  • Update: PEC-AD/Current/Supervisor/ADsuper view diff (updated)
  • Update: PEC-AD/Current/Agent/ADintinter view diff (updated)
    The following information was added:
    • To receive a call from an external party o is one of your team members on a third-party ser ice such as Microsoft Teams, set your status to Ready on the Voice channel. Workspace displays Ready when the target is available to take a call.
  • Update: PEC-AD/Current/Agent/ADhist view diff (updated)
  • Update: PEC-AD/Current/Agent/ADemail view diff (updated)
  • Update: PEC-AD/Current/Agent/ADcustinter view diff (updated)
  • Update: PEC-AD/Current/Agent/ADcontacts view diff (updated)
    The following information was added:
    • Sometimes the Genesys system is unable to assign a contact for a ne ne Typos were fixed. This can happen for several reasons: The contact did not provide adequate identifying information. Your account might be set up to let you create or change contacts or edit the information of a contact assigned to an interaction.
    • You might try to add (create) a contact that already exists in the Contact database. Workspace might be set up to check for potential duplicate contacts and warn you that the contact you are adding might already exist. You can clear one or more fields by clicking Remove this field ( ).
    • Use Agent Workspace to: Find contacts in your contact database. Use the Team Communicator to quickly contact a team member, or a favorite or recent contact. Click the phone icon to call the contact by clicking the call button (phone icon)
  • Update: PEC-AD/Current/Agent/ADcobrow view diff (updated)
  • Update: PEC-AD/Current/Agent/ADchannels view diff (updated)
  • Update: PEC-AD/Current/Agent/ADWorkitems view diff (updated)
  • Update: PEC-AD/Current/Agent/ADWhatsApp view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVoice view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVideoGallery view diff (updated)
  • Update: PEC-AD/Current/Agent/ADTwitter view diff (updated)
  • Update: PEC-AD/Current/Agent/ADTeamCommunicator view diff (updated)
  • Update: PEC-AD/Current/Agent/ADSMS view diff (updated)
  • Update: PEC-AD/Current/Agent/ADResponses view diff (updated)
  • Update: PEC-AD/Current/Agent/ADRelated view diff (updated)
  • Update: PEC-AD/Current/Agent/ADQuickStart view diff (updated)
    The following information was added:
    • Typos have been fixed. Typos were fixed. Typos will not be fixed. Ties are fixed. They will be fixed. Ties will be changed.
  • Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
  • Update: PEC-AD/Current/Agent/ADOutbound view diff (updated)
  • Update: PEC-AD/Current/Agent/ADNav view diff (updated)
    The following information was added:
    • Typos are fixed. Typos have been fixed. You can find out more about how to navigate Agent. Workspace. Typos were fixed.
  • Update: PEC-AD/Current/Agent/ADMyWorkbins view diff (updated)
  • Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
  • Update: PEC-AD/Current/Agent/ADGoogleAgentAssist view diff (updated)
  • Update: PEC-AD/Current/Agent/ADFacebook view diff (updated)
  • Update: PEC-AD/Current/Agent/ADChat view diff (updated)
  • Update: PEC-AD/Current/Agent/ADCallback view diff (updated)
  • Update: PEC-AD/Current/Agent/AD view diff (updated)
    The following information was added:
    • Workspace lets contact center agents communicate with customers and team members through phone calls and Genesys igital channels. Workspace handles inbound voice calls, Outbound calling campaigns, and igital Channels: chat, email, social media, and more.
  • Update: PEC-AD/ADAccessibility view diff (updated)
  • Update: PEC-AD view diff (minor)
  • Update: GWS/Current/GWSPEGuide/Overview view diff (updated)
  • Update: DES/Current/Designer/StandardResponses view diff (updated)
  • Update: DES/Current/Designer/EmailApp view diff (updated)
  • Update: ATC/GenesysEngage-cloudPrereqs view diff (updated)
  • Update: ATC/Current/AgentGuide/GenesysEngage view diff (updated)
  • Update: ATC/Current/AdminGuide/Get Started GenesysEngage-cloud view diff (updated)
  • Update: PEC-Super/trainsuper view diff (updated)
  • Update: PEC-Super view diff (minor)
  • Update: ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop view diff (updated)
  • Update: PEC-OU/HIW view diff (updated)
  • Update: PEC-GS/Current/Administrator/SPSSO view diff (updated)
  • Update: PEC-GPA/HIW view diff (updated)
  • Update: PEC-GPA/Current/Agent/GPASFLWWE view diff (updated)
    The following information was added:
    • Gplus Adapter might be restricted to only one browser tab in some organizations. If Gplus adapter is set up to support Smart Failover for disaster recovery in the event of a system connectivity loss, you are alerted when a connection loss occurs.
  • Update: PEC-GPA/Current/Agent/GPASFLGettingStarted view diff (updated)
    The following information was added:
    • The Gplus Adapter button in the Salesforce Utility Bar displays your current status obtained from Agent Wor space. Typos were fixed. If Gplus
  • Update: PEC-GPA/Current/Agent/GPASFLActivityHistory view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (updated)
  • Update: PEC-GPA/Current/Administrator/GPlusGenFeatures view diff (updated)
  • Update: PEC-GPA view diff (minor)
  • Update: PEC-Developer/Current/SCAPI/ServiceClientAPI view diff (updated)
    The following information was added:
    • Use the Service Client API to customize how your web application or website integrates with Agent Wor. Contact your Genesys representative to complete the configuration described on this page.
  • Update: PEC-DC/HIW view diff (updated)
  • Update: PEC-AD/HIW view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Planning view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Overview view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Architecture view diff (updated)
  • Update: PEC-AD/Current/Supervisor/ADsuper view diff (updated)
  • Update: PEC-AD/Current/Agent/ADhist view diff (updated)
    The following information was added:
    • Typos have been fixed. Typos were fixed. Typos will be fixed. They are fixed. They are also fixed. The
  • Update: PEC-AD/Current/Agent/ADemail view diff (updated)
  • Update: PEC-AD/Current/Agent/ADcustinter view diff (updated)
  • Update: PEC-AD/Current/Agent/ADcontacts view diff (updated)
    The following information was added:
    • Contact database is assigned automatically. If the wrong contact is assigned your account might be set up to enable you to change the contact to the correct one. Sometimes, by default, the first contact Typos were fixed.
  • Update: PEC-AD/Current/Agent/ADWorkitems view diff (updated)
  • Update: PEC-AD/Current/Agent/ADWhatsApp view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVoice view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
  • Update: PEC-AD/Current/Agent/ADTwitter view diff (updated)
    The following information was added:
    • Chat channel enables you to exchange Twitter Direct Messages and Twitter Public messages with your contacts using the asynchronous chat features including the Conversation tab and the Communication tab. Your account must be enabled for Twitter to handle chat interactions from Twitter.
  • Update: PEC-AD/Current/Agent/ADSMS view diff (updated)
  • Update: PEC-AD/Current/Agent/ADResponses view diff (updated)
    The following information was added:
    • Workspace uses lazy loading instead of pages to display suggested responses. To insert a response into the body of an outgoing email or chat message, select a response then click Insert coy. To access more suggested responses scroll to the bottom of the list.
  • Update: PEC-AD/Current/Agent/ADQuickStart view diff (updated)
    The following information was added:
    • Logging in means starting the application in your browser and identifying yourself to the system. Channels include voice, email, chat, and so on. When you log in to Typos were fixed. space, you are usually logged on to all the channels assigned to you.
  • Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
  • Update: PEC-AD/Current/Agent/ADNav view diff (updated)
    The following information was added:
    • Typos were fixed. in more than one browser window You can open the same browser window. If for some reason Typos are fixed. session
  • Update: PEC-AD/Current/Agent/ADMyWorkbins view diff (updated)
  • Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
    The following information was added:
    • Routing ensures that the right person handles the contact s message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled immediately. Handling contacts using Typos were fixed.
  • Update: PEC-AD/Current/Agent/ADKnowledgeCenter view diff (updated)
  • Update: PEC-AD/Current/Agent/ADFacebook view diff (updated)
    The following information was added:
    • Routing ensures that the right person handles the contact s message, whether it is an inquiry about a new business opportunity or a negative comment that should be handled
  • Update: PEC-AD/Current/Agent/ADChat view diff (updated)
    The following information was added:
    • Chat interactions are directed to your desktop, you exchange messages, and when either you or the contact ends the chat session, the interaction is ended. Sometimes you need to take time to find additional information for the contact or initiate a business process before continuing a chat conversation.
  • Update: PEC-AD/Current/Agent/AD view diff (updated)
    The following information was added:
    • Logging in means launching the application in your browser and identifying yourself to the system so that you become authorized to receive interactions and use the various features that are enabled for you. Channels include voice, email, chat, and so on. Channels are the media that you use to interact with contacts.
  • Update: PEC-AD/ADAccessibility view diff (updated)
  • Update: PEC-AD view diff (minor)
  • Update: ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm view diff (minor)
  • Update: ReleaseNotes/Current/GenesysEngage-cloud/Agent Desktop view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Deploy view diff (updated)
  • Update: System/Current/GenChoiceTermsCond/SecurityTerms view diff (updated)
  • Update: System/Current/GenChoiceTermsCond/CloudServiceSLA view diff (updated)
  • Update: System view diff (minor)
  • Update: PEC-WFM/Current/Supervisor/MSAAgtPn view diff (updated)
  • Update: PEC-DC/Current/Administrator/GSESMS view diff (updated)
    The following information was added:
    • SMS is considered as a part of Chat settings, it pulls the data fro these channels. Typos were fixed. enables you to integrate Short Message Service (SMS) into Typos.

2022-07-27[ | edit source]

  • Update: DES/Current/DESPEGuide/Planning view diff (updated)
  • Update: DES/Current/DESPEGuide/Planning view diff (updated)
  • Update: TLM/Current/TLMPEGuide/Configure view diff (updated)
  • Update: ATC/RequiredPCDomains view diff (updated)
  • Update: TLM/Current/TLMPEGuide/Observability view diff (updated)
  • Update: TLM/Current/TLMPEGuide/Architecture view diff (updated)
    The following information was added:
    • The dotted lines from the browser (going through External Ingress and Ingress Controller) and from gws service pods (intra-cluster), to the non-tlm resources, represents the connectivity required by WWE to set-up an authorized connection to the Telemetry Service. Refer to the following documentation for details about their respective connectivity.

2022-07-26[ | edit source]

  • Update: PEC-AD/Current/Agent/ADPredictive Engagement view diff (updated)
  • Update: PEC-REC/Current/Administrator/Backup view diff (updated)
  • Update: GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy view diff (updated)
    The following information was added:
    • Typos have been fixed. Typos were fixed. Typos will be fixed. They are fixed. They are also fixed. The
  • New Page: ReleaseNotes/Current/GenesysEngage-cloud/AgentDesktopHelm view diff (new)
    The new page describes the following information:
    • Genesys Multicloud CX Helm charts and containers are consistent and standardized. Use established third-party software to quickly generate a visual diff that provides a detailed report of changes made between each release. Find lists of which containers were updated for each
  • New Page: PEC-DC/Current/Developers/ChatCrossDomain view diff (new)
    The new page describes the following information:
    • The Cookie Provider extension is an alternative solution to enable chat persistence across different websites. You can check if third-party cookies are unavailable on your customer's browser and suggest them to enable cookies with custom messages. Mozilla Firefox browsers do not support this functionality.
    • Digital Channels supports chat persistence across different domains. The solution combines a third-party JavaScript file that you include on the webpages with a hidden Iframe. The module uses a window.postMessage() function to establish connections between the. webpages and the Iframe site. Mozilla Firefox browsers do not support this functionality.

2022-07-25[ | edit source]

  • Update: DES/Current/Deployment/DeployDesigner9012214 view diff (updated)
    The following information was added:
    • The input should be a string, within double quotes. Genesys strongly recommends that you first back up the current workspace before performing the upgrade. Warning It is mandatory to upgrade the Designer workspace for all Contact Center IDs.
  • Update: PEC-REP/Current/RT/RTRUserAccess view diff (updated)
  • Update: PrivateEdition/Current/PEGuide/HelmOverrides view diff (updated)
    The following information was added:
    • In OpenShift deployments that use arbitrary UIDs, you must override the securityContext setting. When overriding values from the values.yaml file,
  • Update: DES/Current/DESPEGuide/Upgrade view diff (updated)
  • Update: DES/Current/DESPEGuide/Deploy view diff (updated)
  • Update: DES/Current/DESPEGuide/Configure view diff (updated)
    The following information was added:
    • designer.ingress.apiVersion is networking.k8s.io/v1. The APIVersion of the ingress manifest to be deployed is supported. The input should be a string, within double quotes.
  • Update: PEC-Admin/Current/Admin/Popular tasks view diff (updated)
  • Update: GASN/Current/Agent/Screenpop in ServiceNow view diff (updated)
  • Update: GASN/Current/Agent/Screenpop in ServiceNow view diff (updated)
    The following information was added:
    • You can exclusively make outbound calls to records already existing in erviceNow. If you wish to call a brand-new contact, first you need to register it within the CRM. When the outbound call connects, you receive a screen pop with an outgoing Activity History.
  • New Page: Page:Screenpop in ServiceNow view diff (new)
  • New Page: GASN/Current/Agent/Screenpop in ServiceNow view diff (new)

2022-07-22[ | edit source]

  • Update: UseCases/Current/GenesysCloud/WE01 view diff (updated)
  • Update: GWS/Current/GWSPEGuide/Overview view diff (updated)
  • Update: GWS/Current/GWSPEGuide/Deploy view diff (updated)
  • Update: PrivateEdition/Current/PEGuide/ManageServices view diff (updated)
    The following information was added:
    • Use the information on this page to set up and manage your own repository. Do not pull images directly to your production environment. Tagging allows you to group related container images together.
  • New Page: PEC-DC/Current/DCPEGuide/ProvisionOverview view diff (new)
    The new page describes the following information:
    • Digital Channels can be used to work with other Genesys services. You must complete a number of provisioning steps. Auto provisioning is an alternative to steps 1 and 2 in the previous list.

2022-07-21[ | edit source]

  • Update: PEC-OU view diff (minor)
  • Update: PEC-IWD view diff (minor)
  • Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)
  • Update: ATC/Current/AdminGuide/Action Map Performance view diff (updated)
  • Update: System/GenEngagecloudsysrqmt view diff (updated)
    The following information was added:
    • For desktop apps – Screen Recording Client Windows - Typos were fixed. Typos have been fixed. Some content was deleted. For more information on the Microsoft Edge functionality, refer to this page.

2022-07-20[ | edit source]

  • Update: PEC-GS/Current/Administrator/SPOptions view diff (updated)
    The following information was added:
    • WebRTC does not support MP3 playback. Callwait_tone_enabled allows the call waiting tone to be enabled at startup. The callwait file for built-in ringing should be a RIFF (little-endian) WAVE file using one of the following formats.
  • Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)
    The following information was added:
    • For VMWare Horizon on Windows, the 64-bit version of Visual C++ Redistributable Packages for Visual Studio 2013 is required but is not installed by the Genesys Softphone VD Adapter installer. 64-Bit version of the redistributable is not. installed by. the Softphone 32-bit installer, so you must install vcredist64.exe from the. location.
  • Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)
    The following information was added:
    • The instructions on this page assume you are deploying the service in a service-specific namespace or OpenShift project, named in accordance with the requirements on Creating Namespaces. If you are using a single namespace for all private edition services, replace the namespace element in the commands with the name of your single namespace or project.
  • Update: ATC/Current/AdminGuide/FAQs view diff (minor)

2022-07-19[ | edit source]

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

2022-07-18[ | edit source]

  • Update: PEC-OU/Current/CXContact/dashboardconfiguration view diff (updated)
    The following information was added:
    • You can customize a dashboard and set it as the default one for a partition. Click the Load icon on the upper-right corner of the analytics page.
  • Update: PEC-OU/Current/CXContact/PacingOptions view diff (updated)
  • Update: PEC-OU/Current/CXContact/FTPAutomation view diff (updated)
    The following information was added:
    • The file is imported into Some content was deleted. When you are using list automation, it is possible that duplicate files are imported. If you want to move files to a specific file path after import, select the Move files after import to... check box.
  • Update: PrivateEdition view diff (minor)
  • Update: ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode view diff (updated)

2022-07-15[ | edit source]

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

2022-07-14[ | edit source]

  • Update: GWS/Current/GWSPEGuide/ConfigureTLS view diff (updated)
  • New Page: ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff view diff (new)
    The new page describes the following information:
    • The structure for Genesys Multicloud CX Helm charts and containers is consistent and standardized. You can use established third-party software to quickly generate a visual diff. This appendix details how to use one such tool to generate a full report of changes.
  • Update: ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm view diff (updated)
  • Update: PEC-AD/Current/WWEPEGuide/Logging view diff (updated)
  • Update: UseCases/Current/GenesysEngage-cloud/CE12 view diff (updated)
  • Update: WID/Current/GCAPI/WebChat view diff (updated)
  • Update: WID/Current/SDK/WebChat-combined view diff (updated)
    The following information was added:
    • To prevent a contact from sending another chat message using the widget after the chat session is terminated in Designer, you must add a customization to the widget to notify it to close. Set up a text message informing the contact that the chat is terminated by using a Play Message Block. Next, set up the Widget Register Handler for WebChatService.messageReceived.
  • Update: System/General security and compliance information view diff (updated)
  • New Page: System/Generalsecurityoverview view diff (new)
    The new page describes the following information:
    • Genesys Multicloud CX has security built into its solutions at the design and process levels, as an integral part of operations. All developers are required to be trained in secure development based on OWASP, SANS 25 and CWE and are not allowed to check in code until such time as this training is completed.

2022-07-13[ | edit source]

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

2022-07-12[ | edit source]

  • Update: PEC-DC/Current/Administrator/AdvancedChat view diff (updated)
    The following information was added:
    • The Conversation tab is displayed in the interaction view. It contains a transcript of previous interactions with the current contact. 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 after an interaction is closed.
    • The Search function in s tab accesses the entire databas Some content was deleted. 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 tab, the agent must initiate an interaction by clicking the chat icon n t to the contact name or accept an interaction notification from the contact.
    • The Communication tab enables agents to continue conversations with contacts using multiple channels from a single interface. Agents can use the Communication tab to reactivate and resume an interaction by selecting the contact s name from the subscription list. Agent Workspace Supervisor features are all available with asynchronous chat.
    • Async Chat is a feature of Advanced Chat. It grants the ability to send messages and receive replies anytime and anywhere. It keeps chats open after the last agent leaves the session. An agent can rejoin the session until the session is marked as Done. Asynchronous Chat is the latest evolution in web chat.
  • Update: PEC-Chat/HIW view diff (updated)
  • Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
  • Update: UseCases/Current/GenesysCloud/WE01 view diff (updated)
  • Update: UseCases/Current/GenesysCloud/CE34 view diff (updated)
  • Update: DES/Current/Designer/PII view diff (updated)
  • Update: DES/Current/Designer/PII view diff (minor)
  • Update: DES/Current/Designer/PII view diff (updated)
    The following information was added:
    • PII Rules Management also supports 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

2022-07-11[ | edit source]

  • Update: UseCases/Current/GenesysCloud/CE37 view diff (updated)
  • Update: UseCases/Current/PureConnect/CE22 view diff (updated)
  • Update: ATC/Deprecation-API endpoint change for web gateway service view diff (updated)
  • New Page: PEC-DC/Current/DCPEGuide/ProvisionEmail view diff (new)
    The new page describes the following information:
    • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. You must create these services once per tenant. Enables the outbound email service through Genesys Messaging Aggregation.
    • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. You must create these services once per tenant. Enables outbound email service through the third-party provider.
    • "Nexus" is the simplified name we use for the Digital Channels application and APIs, so you’ll see that name referenced in this document. Genesys Multicloud CX supports outbound email interactions using one of these three options: built-in connector to SparkPost email provider, a custom gateway built with a third-party email API or or orbuilt-in. connector.
  • Update: PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (updated)
    The following information was added:
    • Use a REST client or curl utility to provision the following services in Digital Channels using the provisioning API. Async - Integrates the Genesys Multic 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. You must create these services once per tenant.
    • Set up Digital Channels to use Kaleyra SMS to use the built-in connector to Genesys Cloud CX ggregation service. Use a REST client or curl utility to provision services in Digital hannels using the provisioning API.

2022-07-08[ | edit source]

  • Update: GWS/Current/GWSPEGuide/ConfigureIngress view diff (updated)
    The following information was added:
    • entryPoints.internal.ingressClassName Defines which controller implements the Ingress resource. Value is directly propagated to the ingressClassClassName field of the Kubernetes Ingress object. Typos were fixed. Typos
  • Update: GWS/Current/GWSPEGuide/DeployIngress view diff (updated)
  • Update: GWS/Current/GWSPEGuide/Configure view diff (updated)
    The following information was added:
    • A valid ID "gws-platform-voice" is used to indicate the priority of the pods for this container deployment relative to other pods. Units of Kubernetes CPU are Units of bytes "4Gi" gwsServices.gwsPlatformVoice.resources.requests.memory. The number of pod replicas in this container is "a number greater than 0"
    • Units of Kubernetes CPU 4 gwsServices.gwsPlatformConfiguration.resources.requests.memory. Units of bytes "4Gi" Units of CPU 4. Maximum amount of memory KuberNETes allocates for the container. Minimum consecutive failures for the probe to be considered failed after having succeeded.
    • The internal service URI of the environment service (part of Genesys authentication) is used to test whether a Kubernetes liveness probe is running. The default is 1, which is required for liveness and startup. Some content was deleted.
  • Update: PEC-OU/Current/CXContact/CreateEditSchedule view diff (minor)
  • Update: PEC-OU/Current/CXContact/CreateEditSchedule view diff (updated)
  • Update: VM/Current/VMEventsandModels/CallTreatmentEvents view diff (minor)
  • Update: VM/Current/VMEventsandModels/CallRoutingEvents view diff (minor)
  • Update: VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents view diff (minor)
  • Update: VM/Current/VMEventsandModels/AgentStateandDNEvents view diff (updated)
  • Update: VM/Current/VMEventsandModels/CallTreatmentEvents view diff (updated)
  • Update: UseCases/Current/GenesysEngage-onpremises/EE09 view diff (updated)
  • Update: WID/Current/GCDeveloper/Accessibility view diff (updated)
    The following information was added:
    • WebChat 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.
  • Update: WID/Current/GCAPI/WebChat view diff (updated)
    The following information was added:
    • You configure the emoji list by specifying a string of emoji characters. WebChat will parse this string and arrange them in the emoji menu. You can also add names to emojis so that their names will appear when you hover over them.

2022-07-07[ | edit source]

  • Update: PEC-AD/Current/Agent/ADhist view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVideos view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVideoGallery view diff (updated)
  • Update: PEC-AD/Current/Agent/ADCallback view diff (updated)
  • Update: UseCases/Current/GenesysEngage-onpremises/CE34 view diff (updated)
  • Update: UseCases/Current/GenesysEngage-onpremises/CE31 view diff (updated)
  • Update: PEC-AS/Current/ManageCC/Keys view diff (updated)
    The following information was added:
    • Keys are uploaded into the regions in which Genesys product is deployed for the user. Typos were fixed. Some content was deleted
  • Update: UseCases/Current/GenesysEngage-cloud/WF06 view diff (updated)
  • Update: UseCases/Current/GenesysEngage-cloud/WF03 view diff (updated)
  • Update: WID/Current/GCAPI/WebChat view diff (updated)
  • Update: UseCases/Current/GenesysEngage-cloud/CE34 view diff (updated)
  • Update: UseCases/Current/GenesysEngage-cloud/CE31 view diff (updated)
  • Update: ATC/Current/SDK/Record view diff (updated)
    The following information was added:
    • AI-400 custom Attributes for outcome value tracker. Create an event that comprises an associated value field. Then, using this event and the value field, track the value of the outcome you created.
  • Update: ATC/Current/SDK/Pageview view diff (updated)
  • Update: ATC/Current/SDK/Pageview view diff (updated)
  • Update: ATC/Current/SDK/Web tracking API view diff (updated)
  • New Page: ATC/Current/SDK/customAttribute view diff (new)
    The new page describes the following information:
    • Custom attributes are optional properties that can be set on a Journey event to pass additional information about the event. Genesys Cloud supports three primitive JavaScript types and one specific object type. The custom attribute object type can have a dataType (of type integer, number, string, and ) value based on the specified dataType.
  • New Page: ATC/Current/SDK/Types of tracked data view diff (new)
    The new page describes the following information:
    • Journey JavaScript SDK lets you customize how you collect tracking data for your website. For page view tracking, Genesys Predictive Engagement records each page a visitor visits. You can also use the JavaScript SDK to record custom visitor activities such as button clicks.

2022-07-06[ | edit source]

  • Update: PEC-AD/Current/Agent/ADhist view diff (updated)
  • Update: PEC-AD/Current/Agent/ADVoice view diff (updated)
    The following information was added:
    • 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 member into your call using
  • Update: PEC-AD/Current/Agent/ADNav view diff (updated)
    The following information was added:
    • Use Team Communicator to call or transfer/conference/consult with an internal target such as another agent, agent group, skill, routing point, interaction queue,
  • Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
  • New Page: PEC-AD/Current/Agent/ADKnowledgeCenter view diff (new)
    The new page describes the following information:
    • The search field is available in both the Search view and the Browse Category view. Knowledge Center matches your questions, phrases, and character strings to FAQs in your organization's Knowledge Base.
    • The Knowledge documents enable you to enter a question from a contact about your products, services, or other aspects of your organization. Use the "Knowledge" tab to search your organization's knowledge databases for matching FAQs (Frequently Asked Questions) and answers.
  • New Page: PEC-AD/Current/Agent/ADGoogleAgentAssist view diff (new)
    The new page describes the following information:
    • On voice calls, agents can receive suggestions from a knowledge base in a special tab in the interaction view. Agent Assist suggests FAQs and answers that it has determined best meet your contact's needs. A transcript of the call is also generated using speech-to-text.
  • New Page: PEC-AD/Current/Agent/ADCallback view diff (new)
    The new page describes the following information:
    • Agent Workspace enables you to schedule a callback interaction for your contact from the current interaction of any interaction type. Callbacks can be created no matter the state of the interaction. You can choose the date and time of the callback and to add a comment.
  • Update: PEC-AD/Current/Agent/ADintinter view diff (updated)
    The following information was added:
    • To receive a call from an external party who is one of your team members on a third-party service such as Microsoft Teams 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 service and Agent Desktop. To answer the call, use the third party service. When the target answers, the target is connected to your call.
    • 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 member into your call using one of these services.
  • Update: PEC-AD/Current/Agent/ADTeamCommunicator view diff (updated)

2022-07-05[ | edit source]

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

2022-07-04[ | edit source]

  • Update: PEC-REP/Current/RT/UserPreferences view diff (updated)
  • Update: IXN/Current/IXNPEGuide/Planning view diff (updated)
    The following information was added:
    • Redis is required for communication between Orchestration Server (ORS) and IXN Server. Consul 1.8 Service discovery, service mesh, and key/value store. Only distributions of Redis that support Redis cluster mode are supported.
  • Update: PEC-REP/Current/RT/RTRUserAccess view diff (updated)
  • Update: PEC-Developer/Current/SCAPI/ConfigurationNamespace view diff (updated)
    The following information was added:
    • The getContextualOption method can be applied to any option, even if the option doesn't support overriding options with a routing strategy. Only Workspace Web Edition options with the following

2022-07-01[ | edit source]

  • Update: PrivateEdition/Current/PEGuide/ConfigMonitor view diff (updated)
  • Update: PrivateEdition/Current/PEGuide/ConfigLog view diff (updated)
  • Update: UCS/Current/UCSPEGuide/Architecture view diff (updated)
    The following information was added:
    • Architecture diagram — Connections The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. The Source, Destination and Connection Classification columns 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.
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