User: Sbogard
From Genesys Documentation
Contents
2022-08-23[ | edit source]
- 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 identified when processing an email, the system marks the email as read and skips it. The email will not be processed 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)
- Gplus Adapter can display notifications in Agent Workspace when events are successful or unsuccessful. To enable this feature, create the salesforce. debug-notifications key in the crm-adapter section and set the value to true.
- Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
- For information about troubleshooting Gplus Adapter for Salesforce, refer to Troubleshooting G plus Adapter Integration with Salesforce. Some content was deleted. For more information, visit G plus adapter integration with salesforce.com.
- Update: PEC-REP/Current/RT/GetStarted view diff (updated)
- Typos were fixed.
- Update: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (minor)
2022-08-22[ | edit source]
- 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. The agent workspace is available in iOS and Android.
- 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[ | edit source]
- New Page: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (new)
- The Tenant Service is a service in the Genesys Multicloud CX network. The architecture of the Tenant service is different from that of the other Voice Microservices. For the high-level architecture that includes all of the Voice Micro Services, see the architecture page.
- 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)
- external web site URL can be defined using the $AttachedData.Y$ parameter to have flexible text in the URL where Y represents an attached data name. With this URL, if an interaction is received with a CustomerLocation attached data with the value of Paris, then the external website will be displayed in a dedicated tab called Customer Location.
- 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)
- Genesys is committed to diversity, equality, and inclusivity. This includes using appropriate terms in our software and documentation. For the terms master/slave, Genesys uses “primary” and “secondary” or “ primary’ and ‘replica,’ with exceptions for their use in third-party commands.
- Update: PEC-WFM/Current/Supervisor/AdherenceMdl view diff (updated)
- Typos were fixed.
2022-08-17[ | edit source]
- New Page: VM/Current/VMPEGuide/Architecture1 view diff (new)
- The following diagram shows an example of the high-level architecture for Voice Microservices. The direction of the arrows indicates where the connection is initiated (the source) and where an initiated connection connects to (the destination) The connection numbers refer to the numbers on the connection lines in 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, then the bidding process handles this request as if the agent is bidding. If this time- off item is not within the time-offs bidding period, then 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[ | edit source]
- Update: DES/Current/Designer/Survey view diff (updated)
- Typos were fixed.
- Update: DES/Current/Designer/ApplicationSettings view diff (updated)
- You can then choose how much interaction history data to query for each customer. This contextual data can then be used in the application to provide a more personalized experience for the customer. For more information, see system variables.
- 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)
- summarize: Typos were fixed. space application, including what agents see and what tasks 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)
- Genesys Softphone can be distributed to end user workstations through Desktop Configuration Management solutions, such as Microsoft Endpoint Manager (formerly Microsoft SCCM), that enable mass deployments of desktop software. Although Genesys Hardphone is not shipped with a Microsoft Software Installer (MSI), you can repackage it into an MSI.
- Update: DES/Current/Designer/Variables view diff (updated)
- Designer can obtain contact information from the interaction call data or from other services in the Genesys Multicloud CX solution. For example: {"PhoneNumber":"1234","EmailAddress":"name@ domain.com","FirstName":"John","LastName":"Doe"}
- Update: DES/Current/Designer/ApplicationSettings view diff (updated)
- The Enable Customer Profile option enables Designer to retrieve certain details about the customer. 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. You can then choose how much interaction history data to collect for each 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[ | edit source]
- Update: PEC-REP/Current/PulsePEGuide/Upgrade view diff (updated)
- Genesys Pulse supports the following upgrade strategies. For a conceptual overview of the upgrade strategies, refer to Upgrade strategies in the Setting up Genesys Multicloud CX Private Edition guide. Use the following commands to get the updated Helm charts in your repository.
- Update: PEC-REP/Current/GIMPEGuide/PlanningGSP view diff (updated)
- Follow the instructions provided by the storage service provider of your choice to create th bucket. Note and securely store the bucket details, particularly the access key and secret, when you create the storage bucket.
2022-08-12[ | edit source]
- Update: PEC-REP/Current/GIMPEGuide/PlanningGCA view diff (updated)
- Typos were fixed.
- Update: PEC-REP/Current/GIMPEGuide/ConfigureGSP view diff (updated)
- You can override aspects of the default configuration to modify GSP behavior and customize the way data is stored in the Info Mart database. Treat your modified values.yaml file as source code, which you are responsible to maintain.
2022-08-11[ | edit source]
- New Page: PEC-AD/Current/WWEPEGuide/AgentAssistConfig view diff (new)
- Agent Assist enables agents to access real-time voice transcription and real- time knowledge base and FAQ suggestions. Agents can read or paraphrase them on a voice call. Confidence values are assigned by Agent Assist based on your chosen model.
- Update: PEC-Email/Current/EmailPEGuide/Email metrics and alerts view diff (updated)
- Typos were fixed. Some content was deleted.
2022-08-10[ | edit source]
- Update: DES/Current/DESPEGuide/Architecture view diff (updated)
- Connection numbers refer to the numbers on the connection lines in the diagram. The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of Designer as a service in the network. Intra-cluster means connection is between services in the cluster.
- 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)
- AI Connector functions as a webhook for Digital Channels interactions. It is a one-time process to ensure that the webhook URL is known and trusted. You can send request with admin-level access credentials to Digital Ch channels.
- New Page: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (new)
- Learn how to deploy Digital Channels AI Connector into a private edition environment. Use OpenShift or Google Kubernetes Engine (GKE) to deploy the service. The instructions assume you are deploying the service in a service-specific namespace or OpenShift project.
- New Page: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (new)
- You can specify parameters for the deployment by overriding Helm chart values. You must override the security context to use arbitraryuids in your OpenShift deployment. For details, seeConfigure security below. For private edition, see the private edition guide.
- New Page: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (new)
- AI Connector in Genesys Multicloud CX private edition includes the following containers: postgres, vpc, load balancer, and VPC ingress. The service also includes a Helm chart, which you must deploy to install all the containers for AI Connector.
- 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. 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)
- For the Genesys Multicloud CX private edition services to receive and process voice interactions, you must enable voice connectivity. 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. The SNAT pool is used when traffic is source network address translated to the OpenShift Cluster within the tunnel and also the SBCs on the external side.
- 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. VXLAN/GENEVE tunnels are created from the F5 Big-IP to the Red Hat OpenShift cluster. When a user configuration is applied or when a status change occurs, CIS automatically updates the configuration.
- New Page: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (new)
- Learn how you can set up VXLAN tunnels, which is the first step in SBC integration with the Genesys Multicloud CX private edition deployment on OpenShift.
- New Page: PrivateEdition/Current/PEGuide/CISInstallation view diff (new)
- The F5 Container Ingress Services (CIS) are part of SBC integration with the private edition deployment on OpenShift. CIS can be installed using helm charts. The chart repository can be added using the following command:helm repo add f5-stable.
- Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)
- Typos were fixed.
- Update: ATC/RequiredPCDomains view diff (updated)
- Typos were fixed.
2022-08-09[ | edit source]
- 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. This environment has all Genesys MCCX products, enabling them to easily innovate without touching production services.
- 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. The configuration and environment setup instructions assume you need to create namespace-specific secrets. If you are using a single namespace for all private edition services, be sure to avoid naming conflicts.
- Update: BDS/Current/BDSPEGuide/Configure view diff (updated)
- BDS uses the default connection property to connect to the Oracle database. Genesys recommends that you always store the configuration file in a folder that is mapped to the deployment host folder. BDS can also be used to filter information placed in the log file.
- Update: GWS/Current/GWSPEGuide/Planning view diff (updated)
- A container image registry and Helm chart repository. Used for downloading Genesys containers and Helm charts into the customer s repository. Command line interface tools to log in and work with the 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[ | edit source]
- 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. It expands as you type. You can use Shift+Enter to add blank lines to your message. Watch a 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[ | edit source]
- 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. It expands as you type. You can use Shift+Enter to add blank lines to your message. Watch a video to find out how.
2022-08-04[ | edit source]
- Update: PEC-CAB/Current/CABPEGuide/Configure view diff (updated)
- enableServiceLinks controls whether service information is added to environment variables or not. When the value is true, a set of environment variables for each active service is added. false Boolean is the default value.
- New Page: PEC-WFM/Current/SupervisorHelp/StffgBldMult view diff (new)
- Build staffing data for multiple activities based on default forecasting objectives. By default, the scenario's start and end date displays. Use the default objectives for each activity type (Immediate, Deferred, Fixed-Staff)
- New Page: PEC-WFM/Current/Supervisor/StffgBldWzdMulti view diff (new)
- Use the Staffing Build Wizard to build staffing data for multiple activities. The wizard uses the default forecasting objectives for each of the following activity types: immediate, deferred, fixed, and non-CTI.
- Update: PEC-WFM/Current/Supervisor/StffgBldWzd view diff (updated)
- Staffing Build Wizard shows values for objectives that were used for the most recent staffing build or the default forecasting objective values. If you are building staffing for a single (or multi-site) Immediate activity type, you can choose to update some or all of the default service level objectives with the new values.
- New Page: PEC-WFM/Current/Supervisor/DfltFrcstObj view diff (new)
- You can set default target service levels or staffing requirements for different types of activities. You can configure default forecasting objectives for the following activity types (for activities under sites and multi-site activities): Immediate Work, Deferred Work, Fixed-Staff Work.
- Update: PEC-WFM/Current/SupervisorHelp/StffgBldWzd view diff (updated)
- In some cases, the Build Staffing dialog displays values that were used for the most recent staffing build or the default forecasting objectives values. You can also save the values of certain parameters as the new default service level objectives.
2022-08-03[ | edit source]
- Update: PEC-REP/Current/RT/RTRImportExport view diff (updated)
- Select the dashboards, wallboards, and widget templates from package file to import into your current environment. Video: Export Dashboards How to export a package file so you can import it to another environment.
- Update: BDS/Current/BDSPEGuide/Provision view diff (updated)
- Summarize: Typos were fixed. source_extract - The last successful source extract date from all or specific data sources such as GIM database, GVP RS database, and so on. Supported data sources are: GIM, WFM, GVP, GIR, S3, INVENTORY, and ALTOCLOUD.
- Update: PEC-REC/Current/User/usernew view diff (updated)
- SpeechMiner now supports the Microsoft Edge Chromium browser. You can now filter, evaluate, and create a report for private Facebook and Twitter interactions. Transcript text recognized as a topic now displays in bold only if it’s not formatted in HTML.
- 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)
- summarize: Typos were fixed. The filters available are dependent on whether Speech Analytics is enabled. With Recording and Quality Management some content was deleted. Some content was also removed from the web.
2022-08-02[ | edit source]
- 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-Adapter-Microsoft Dynamics 9.1.001. Download the G plus adapter forMicrosoft Dynamics package here.
- Update: PEC-DC/Current/DCPEGuide/Architecture view diff (minor)
- Update: PEC-DC/Current/DCPEGuide/Architecture view diff (updated)
- Digital Channels is a service in the network. Egress means the Digital Channels service is the source, and Ingress means it is the destination. Intra-cluster means the connection is between services in the cluster.
2022-08-01[ | edit source]
- New Page: PEC-Admin/Current/Admin/PortalMetrics view diff (new)
- Since Genesys Portal is a static page that does not have a backend, the details of the metrics are not exposed. If the portal HTTP status code is not 200 for 10 minutes for a tenant, the PagerDuty incident is triggered automatically.
- Update: PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (updated)
- summarize: Nexus Provider $ Nexus Provider string Portico This option depends on the provider s value of the service. Supported values: - Portico - Async - mGage Typos were fixed.