User: Sbogard

"

2022-07-22

• Update on UseCases/Current/GenesysCloud/WE01 view diff (165)
• Small update in GWS/Current/GWSPEGuide/Overview view diff (48)
• Small update in GWS/Current/GWSPEGuide/Deploy view diff (-9)

51

Deleting: 'Genesys Web Services and Applications ('

• Update on PrivateEdition/Current/PEGuide/ManageServices view diff (526)

452

Adding: 
Important
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
Setting up a CD pipeline
for more information on managing your own repository.
Adding: Important
You can set up your API key from the
Edit Profile
option.
Adding: Important
Tagging allows you to group related container images together.

• New page added: PEC-DC/Current/DCPEGuide/ProvisionOverview view

2022-07-21

• Update on PEC-OU view diff (223)
• Update on PEC-IWD view diff (359)
• Small update in GVP/Current/GVPPEGuide/Deploy view diff (13)
• Small update in ATC/Current/AdminGuide/Action Map Performance view diff (-64)

52

Deleting: '
Feature coming soon:
Frequency capping
'

• Update on System/GenEngagecloudsysrqmt view diff (432)

682

Deleting: ' and Screen Recording Client'
Deleting: ' 7, 8, and'
Adding: 11.2
For desktop apps – Screen Recording Client
Windows -
Deleting: '.15 (Softphone only)'
Adding: 
Important
To run WFM Web for supervisors, do either of the following:
Configure Microsoft Edge to run in IE mode. For more information on the Microsoft Edge functionality, refer to this page -
https://docs.microsoft.com/en-us/deployedge/edge-ie-mode
To use Google Chrome or any other supported browser, configure WFM to run Java Plug-In in the Java Web Start or UI 
Adding: auncher mode. Refer to the topic
Adding: FM UI Launcher supports Java Plug-ins on this
page
to learn more a
Adding: out the steps involv

2022-07-20

• New content added to PEC-GS/Current/Administrator/SPOptions view diff (1997)

1485

Adding: callwait_tone_enabled
callwait_tone_file
Adding: 
include_headset
Adding: callwait_tone_enabled
Valid Values:
0
,
1
Default Value:
1
Specifies whether the call waiting tone is enabled (
1
) or disabled (
0
). This configuration is applied at startup.
callwait_tone_file
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.
Default Value:
callwait.wav
Specifies the audio file that is played when the call waiting tone is enabled by the callwait_tone_enabled option.
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:
kWavFormatPcm = 1, PCM, each sample of size bytes_per_sample
kWavFormatALaw = 6, 8-bit ITU-T G.711 A-law
kWavFormatMuLaw = 7, 8-bit ITU-T G.711 mu-law
Uncompressed PCM audio must 16-bit mono or stereo, and have a frequency of 8, 16, or 32 kHz.
Adding: 
include_headset
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:
External Mic:Headphones
If the names include delimiter characters such as quotes, colons, or comma, they must be enclosed in single or double quotes.
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
use_headset
= \"1\"

• New content added to PEC-GS/Current/Administrator/SPDeploy view diff (3388)

3553

Adding: a full deployment of Genesys Softphone
Adding: of the redistributable is installed by Genesys Softphone 32-bit installer.
Adding: 64-bit version of the redistributable is not installed by the 
Adding: Softphone 64-bit installer, so you must install
vcredist64.exe
from the above lin
Adding: when the 64-
Adding: it version of Genesys Softphone is install
Adding: the VDI client:
For 
Adding: for Windows
Adding: installation package installs this redistributable package on the workstation where it is executed.
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
Adding: Adapter installer. Install
vcredist64.exe
from the lin
Adding: location.
Quality of service (QoS) for voice, either one-to-one or on a conference connection capa
Adding: the host.
On the workstation used to build deployments for running eLux systems:
Virtual Driver for Citrix shared object.
libgsecurity
module.
Scout Enterprise ELIAS tool
.
Windows workstation from which to run the Genesys Softphone VDI Adapter executable.
On the workstation used to build deployments for HP ThinPro systems:
The packaging tool recommended by your HP vendor
Adding: of the redistributable is installed by Genesys Softphone 32-bit installer.
Adding: 64-bit version of the redistributable is not installed by the 
Adding: Softphone 64-bit installer, so you must install
vcredist64.exe
from the above lin
Adding: when the 64-
Adding: it version of Genesys Softphone is install
Adding: ork is used only when the a
Adding: ip
Beginning with
Adding: 9.0.020.08
Adding: multiple installation packages are available from the d
Adding: nload center, 32-bit and 64-bit. Ensure that you download the correct package for your environment.
To install Genesys Softphone, follow
Adding: 
Download the Genesys Softphone installation package.
Adding: (HP ThinPro)
If you installed Genesys Softphone in a
VDI environment
, you must install the Genesys Softphone plugin for VMWare Horizon Client on each HP ThinPro workstation by following these steps:
To open the
Genesys Installation Wizard
, double-click the
setup.exe
file located in the
<Genesys Softphone VDI Adapter Install Package Directory>\\windows\\
directory.
In the
Welcome to the Installation
window, click
Next
.
In the
Select Operating System
window, select
HP ThinPro
, specify the destination to install the installation package, and click
Next
.
In the
Ready to Install
window, select
Install
. The wizard installs Genesys Softphone VDI Adapter and displays the
Installation Status
window.
In the
Installation Complete
window, select
Finish
.
The installation package installs the following the Genesys Softphone plugin for VMWare Horizon Client.
This file is packaged into a DEB file:
vdhgenesys_<ip-version>_amd64.deb
Deploy the Genesys Softphone plugin for VMWare Horizon Client on ThinPro host:
Manual deployment:
Copy the client-side package to any convenient location accessible by wget or scp.
From the main menu, switch to
Administrator
on the ThinPro host.
To copy the client-side package on ThinPro host, start
Xterm
.
To install the client-side package, run the following commands:
fsunlock
dpkg -i vdhgenesys_<ip-version>_amd64.deb
fslock
Bulk deployment:
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.
Installing the Genesys Softphone VDI Adapter

• Update on GVP/Current/GVPPEGuide/Deploy view diff (287)

1406

Adding: (GVP) into a private edition environment
Adding: 
Assumptions
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 on this page with the name of your single namespace or project.
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.
Adding: Confirm namespace creation.
Adding: The order of installation
Deleting: ' db user
db-username: username for db
server-name: Hostname of'
Adding: user
db-username: Username for DB
server-name: Hostname of DB s
Adding: (Service Discover
Adding: ) pod gets deploy
Adding: Resource Manager (
Adding: Media Control Platform (
Adding: Hostname of DB server
Adding: Database name
Adding: Password for DB user
Adding: Username for DB
Adding: Password for DB admin
Adding: Password for reader
Adding: olumes (PVs) that

• Update on ATC/Current/AdminGuide/FAQs view diff (383)

2022-07-19

• Update on PEC-GPA/Current/Administrator/GplusActivityHistory90 view diff (429)

58

Adding: to enable or disable the creation of activity logs

2022-07-18

• Update on PEC-OU/Current/CXContact/dashboardconfiguration view diff (385)

334

Adding: Specify a default dashboard
You can customize a dashboard and set it as the default one for a partition. 
Adding: o specify a dashboard as the default dashboard, click the
Load
icon
on the upper-right corner of the analytics page, and then click the
Make default
icon.
Adding: a dashboard
The
Configure 
Adding: 
window in the

• Small update in PEC-OU/Current/CXContact/PacingOptions view diff (-53)

319

Adding: 
tab or the
Adding: ll dialing modes
Specifies the timeout of the call
Adding: That is, the time at which the dialer should consider that the call is not answered by call party.
Calculate Duplicates
All dialing modes
Adding: elect this check box to calculate duplicates during the pre-loading of campaign groups

• Update on PEC-OU/Current/CXContact/FTPAutomation view diff (411)

520

Adding: .
The file is imported into
Deleting: '.
The file is imported into CX Contact'
Deleting: ' in CX Contact'
Adding: When you are using list automation, it is possible that duplicate files are imported. Select the
Ignore duplicate files
check box to ignore duplicates with the same file name and extension.
Adding: .
If you want to move files to a specific file path after import, select the
Move files after import to...
check box. In the
Destination Path
field, specify the path to which the files should be moved

• Update on PrivateEdition view diff (-532)
• Small update in ReleaseNotes/Current/GenesysEngage-cloud/Mixedmode view diff (-11)

289

Deleting: 'Beta Program
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.'

2022-07-15

• Update on DES/Current/Designer/CustomVars view diff (223)

123

Adding: 
See how it works
Watch the following video to see how you can manage custom variables for field codes in Designer:

• Small update in UseCases/Current/GenesysCloud/WE01 view diff (-68)

2022-07-14

• Small update in GWS/Current/GWSPEGuide/ConfigureTLS view diff (25)

209

Adding: following truststore paths and passwords in the
values.yaml
file
Adding: Agent Setup
Adding: Agent Setup
Adding: Agent Setup
Adding: following truststore paths and passwords in the GWS
values.yaml
file

• New page added: ReleaseNotes/Current/GenesysEngage-cloud/VisualDiff view
• Small update in ReleaseNotes/Current/GenesysEngage-cloud/Digital ChannelsHelm view diff (56)

47

Adding: 
Digital Channels Private Edition Guide

• Update on PEC-AD/Current/WWEPEGuide/Logging view diff (372)

388

Adding: , to server static
Adding: eb resources, to browsers. The NGINX logs, including access logs,
Adding: and are centralized into the logging platform like the other Multicloud services
Adding: The Workspace Web Edition web application running in the agent’s browser uses the Telemetry service to capture logs centrally. 
Adding: the
Telemetry Service Private Edition Guide
.
Refer to

• New content added to UseCases/Current/GenesysEngage-cloud/CE12 view diff (1828)
• Update on WID/Current/GCAPI/WebChat view diff (157)

131

Adding: The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.

• New content added to WID/Current/SDK/WebChat-combined view diff (2461)

1646

Adding: The image below displays the the field where a user input validation error has occurred, with the field highlighted in red.
Adding: 
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\") : \"\";
 }
 }
 });
 };

• Update on System/General security and compliance information view diff (214)

128

Adding: Genesys Multicloud privacy policy
Genesys
Adding: general security overview
Security
Security overview for Multicloud CX

• New page added: System/Generalsecurityoverview view

2022-07-13

• Small update in DES/Current/Designer/Videos view diff (-11)

446

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
'

2022-07-12

• New content added to PEC-DC/Current/Administrator/AdvancedChat view diff (11754)

26907

Adding: and configuration 
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: 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: After the contact completes
Deleting: ' is completed'
Adding: tab, sharing
Deleting: '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: 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: 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

• Small update in PEC-Chat/HIW view diff (65)
• Small update in PEC-AD/Current/Agent/ADMessaging view diff (-49)

28

Deleting: '
text text text
'

• Update on UseCases/Current/GenesysCloud/WE01 view diff (557)

9

Adding: 2

• Small update in UseCases/Current/GenesysCloud/CE34 view diff (-5)
• Small update in DES/Current/Designer/PII view diff (7)
• Small update in DES/Current/Designer/PII view diff (10)
• Update on DES/Current/Designer/PII view diff (907)

528

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.

2022-07-11

• Small update in UseCases/Current/GenesysCloud/CE37 view diff (-24)
• Small update in UseCases/Current/PureConnect/CE22 view diff (-30)
• Small update in ATC/Deprecation-API endpoint change for web gateway service view diff (4)
• New page added: PEC-DC/Current/DCPEGuide/ProvisionEmail view
• Update on PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (915)

11665

Adding: connectivity for in
Adding: conversations and outbound campaign
Adding: Genesys Multicloud
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 
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: 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: omplete the follo
Adding: ing steps for each short code or text ena
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.)
'

2022-07-08

• Update on GWS/Current/GWSPEGuide/ConfigureIngress view diff (991)

772

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'

• Small update in GWS/Current/GWSPEGuide/DeployIngress view diff (8)
• New content added to GWS/Current/GWSPEGuide/Configure view diff (11216)

17292

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 ('
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: 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: 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
\"\"
Deleting: 'topics in the
Setting up Genesys Multicloud CX Private Edition
guide'
Deleting: 'Provision Genesys Web Services and Applications
'

• Small update in PEC-OU/Current/CXContact/CreateEditSchedule view diff (21)
• Update on PEC-OU/Current/CXContact/CreateEditSchedule view diff (-168)

639

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'

• Small update in VM/Current/VMEventsandModels/CallTreatmentEvents view diff (-9)
• Small update in VM/Current/VMEventsandModels/CallRoutingEvents view diff (-6)
• Small update in VM/Current/VMEventsandModels/CallHandlingTransferConferenceEvents view diff (-42)
• New content added to VM/Current/VMEventsandModels/AgentStateandDNEvents view diff (-5716)

4115

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
'

• Update on VM/Current/VMEventsandModels/CallTreatmentEvents view diff (-354)

268

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
'

• Small update in UseCases/Current/GenesysEngage-onpremises/EE09 view diff (-21)
• Update on WID/Current/GCDeveloper/Accessibility view diff (996)

676

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.

• New content added to WID/Current/GCAPI/WebChat view diff (4095)

3057

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;\"
 }
 }
}

2022-07-07

• Small update in PEC-AD/Current/Agent/ADhist view diff (-66)
• Update on PEC-AD/Current/Agent/ADVideos view diff (103)

60

Adding: 
How to schedule a Callback for any interaction type

• Small update in PEC-AD/Current/Agent/ADVideoGallery view diff (43)

64

Adding: 
Overview: Scheduling a Callback
From:
Schedule Callback

• Small update in PEC-AD/Current/Agent/ADCallback view diff (23)

31

Adding: : Scheduling a Callback

• Small update in UseCases/Current/GenesysEngage-onpremises/CE34 view diff (-44)
• Small update in UseCases/Current/GenesysEngage-onpremises/CE31 view diff (-10)
• Small update in PEC-AS/Current/ManageCC/Keys view diff (-6)

435

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

• Update on UseCases/Current/GenesysEngage-cloud/WF06 view diff (-229)
• Small update in UseCases/Current/GenesysEngage-cloud/WF03 view diff (-10)
• Small update in WID/Current/GCAPI/WebChat view diff (44)
• Small update in UseCases/Current/GenesysEngage-cloud/CE34 view diff (-14)
• Small update in UseCases/Current/GenesysEngage-cloud/CE31 view diff (-10)
• New content added to ATC/Current/SDK/Record view diff (1993)

1567

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

• Small update in ATC/Current/SDK/Pageview view diff (1)
• Update on ATC/Current/SDK/Pageview view diff (111)

49

Adding: or customAttribute. See
customAttribute
.

• New content added to ATC/Current/SDK/Web tracking API view diff (-3320)

2469

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\"
'

• New page added: ATC/Current/SDK/customAttribute view
• New page added: ATC/Current/SDK/Types of tracked data view

2022-07-06

• Update on PEC-AD/Current/Agent/ADhist view diff (346)

296

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)

• Update on PEC-AD/Current/Agent/ADVoice view diff (708)

517

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

• Update on PEC-AD/Current/Agent/ADNav view diff (465)

509

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

• Small update in PEC-AD/Current/Agent/ADMessaging view diff (49)

23

Adding: 
text text text

• New page added: PEC-AD/Current/Agent/ADKnowledgeCenter view
• New page added: PEC-AD/Current/Agent/ADGoogleAgentAssist view
• New page added: PEC-AD/Current/Agent/ADCallback view
• New content added to PEC-AD/Current/Agent/ADintinter view diff (5453)

6732

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

• Update on PEC-AD/Current/Agent/ADTeamCommunicator view diff (153)

171

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)

2022-07-05

• Small update in GASN/Current/Admin/Packages view diff (84)

41

Adding: 
Gplus_Adapter_ServiceNow_9_1_002

• Update on PEC-REP/Current/PulsePEGuide/Planning view diff (-103)

338

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'

• New page added: GASN/Current/Admin/Packages view
• Small update in GASN/Current/Admin/Install view diff (-4)

2022-07-04

• Update on PEC-REP/Current/RT/UserPreferences view diff (172)

44

Adding: Video: Working with User Preferences

• Update on IXN/Current/IXNPEGuide/Planning view diff (709)

967

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

• Update on PEC-REP/Current/RT/RTRUserAccess view diff (233)

54

Adding: 
Video: Working with Dashboards and Wallboards

• Update on PEC-Developer/Current/SCAPI/ConfigurationNamespace view diff (589)

501

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

2022-07-01

• Update on PrivateEdition/Current/PEGuide/ConfigMonitor view diff (268)

159

Deleting: 'overview and '
Adding: Enabling monitoring in OpenShift Container Platform
Enabling monitoring in GKE Platform
Deleting: 's
Monitoring your service'

• Update on PrivateEdition/Current/PEGuide/ConfigLog view diff (-215)

69

Adding: For more details, refer to
Adding: level logging approaches
.

• New content added to UCS/Current/UCSPEGuide/Architecture view diff (6822)

4143

Adding: Universal Contact Service architecture
Related documentation:
Suite-level guide
All services
Universal Contact Service Release Notes
RSS:
For private edition
Introduction
For in
Adding: ormation about the overall architecture of Genesys Multicloud CX private edition, see the high-level
Architecture
page.
See also
High availability and disaster recovery
for information about high availability/disaster recovery architecture.
Architecture diagram — Connections
The numbers on the connection lines refer to the connection numbers in the
table
that follows the diagram. The direction of the arrows indicates where the connection is initiated
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.
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.

"