User: Sbogard

2022-08-18

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

  The new page describes the following information:

  • Learn about Tenant Service architecture and the high-level architecture of Genesys Multicloud CX private edition. The following diagram shows an example of the architecture specific to the Tenant service.
• Update: VM view diff (minor)
• Update: VM view diff (minor)
• Update: UseCases/Current/GenesysCloud/CE37 view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-WFM/Current/Administrator/UserSec view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REC/Current/Administrator/ScreenRecordingConfig view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: GenesysEngageMulticloud/Current/GECUG/InboundServices view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: GAA/Current/WDEPlugin/PrerequisitesArticle view diff (minor)
• Update: GAA/Current/WDEPlugin/InstallWDEplugin view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: GAA/Current/WDEPlugin/ConfigureGenAdmin view diff (minor)
• Update: UCS/Current/UCSPEGuide/Architecture view diff (minor)
• Update: PEC-ROU/HIW view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-ROU/Current/GTR/GTRSampleDesignerApp view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-ROU/Current/GTR/GTROverview view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-ROU/Current/GTR/GTRIntegrate view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REP/HIW view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REP view diff (minor)
• Update: PEC-IWD/HIW view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-IWD/Current/Administrator/IWDGTL view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-IWD/Current/Administrator/IWD view diff (updated)

  The following information was added:

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

  The following information was added:

  • The external web site URL can be defined using the $AttachedData.Y$ parameter to have flexible text in the URL where Y represents an attached data name. The external website tab is displayed with the content of the external website.
• Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes view diff (updated)

  The following information was added:

  • Typos were fixed. Some content was deleted.
• Update: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (updated)

  The following information was added:

  • Genesys is removing non-inclusive terms from its software and documentation. For the terms master/slave, Genesys uses “primary” and “secondary” with exceptions for their use in third-party commands.
• Update: PEC-WFM/Current/Supervisor/AdherenceMdl view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-17

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

  The new page describes the following information:

  • Architecture diagram shows the high-level architecture for Voice Microservices. The direction of the arrows indicates where the connection is initiated (the source) and where an initiated connection connects to (the destination). The connection numbers refer to the numbers on the connection lines.
• Update: PEC-WFM/Current/Administrator/TimeOffBid view diff (updated)

  The following information was added:

  • The supervisor sets the Wait-listed option to the preferred time-off item and if it is within the time off bidding period, then the bidding process handles this request as if the agent is bidding. If it's not within the bidding period then the option is not saved.
• Update: PEC-DC/Current/DCPEGuide/ProvisionAIConnector view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-DC/Current/DCPEGuide/OverviewAIConnector view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-16

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

  The following information was added:

  • Typos were fixed.
• Update: DES/Current/Designer/ApplicationSettings view diff (updated)

  The following information was added:

  • The Last Called Agent option in Route agent block stores contact details in the Contact system variable. Interaction history data can be used in the application to provide a more personalized experience for the customer.
• Update: PEC-AS/Current/ManageCC/Bulk operations view diff (updated)

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Contacts view diff (updated)

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Hierarchy view diff (updated)

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Transactions view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Feedback view diff (updated)

  The following information was added:

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

  The following information was added:

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/HIW view diff (updated)

  The following information was added:

  • There were some typos in the space application, but they have been fixed. The application explains what agents see and what tasks they can perform interaction channels such as voice, email, chat and social media standard responses and case data.
• Update: PEC-AS/Current/ManageCC/Dispositions view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Voicemail view diff (updated)

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

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

  The following information was added:

  • Genesys Softphone can be distributed to end user workstations through Desktop Configuration Management solutions, such as Microsoft Endpoint Manager (formerly Microsoft SCCM), that enable mass deployments of desktop software. It is possible to repackage the setup into an MSI using the silent installation mode.
• Update: DES/Current/Designer/Variables view diff (updated)

  The following information was added:

  • Designer can obtain contact information from the interaction call data or from other services in the Genesys Multicloud CX solution if the contact details are not available in the interaction data.
• Update: DES/Current/Designer/ApplicationSettings view diff (updated)

  The following information was added:

  • Enable Customer Profile option enables Designer to retrieve certain details about the customer for the purpose of customer identification. For voice calls, Designer can identify the caller based on their phone number (ANI). For digital interactions, the contact s email address can be passed to Designer when the interaction starts. You can choose how much interaction history data to collect for each contact. Designer collects 30-days of data by default.
• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)

  The following information was added:

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-AS/Current/ManageCC/Keys view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-15

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

  The following information was added:

  • Genesys Pulse supports the following upgrade strategies: Service, Service and Service-specific. For a conceptual overview of the upgrade strategies, refer to Upgrade strategies in the Setting up Genesys Multicloud CX Private Edition guide.
• Update: PEC-REP/Current/GIMPEGuide/PlanningGSP view diff (updated)

  The following information was added:

  • Follow the instructions provided by the storage service provider of your choice to create a storage bucket. You must install OpenShift container storage on your cluster and provision it with some content. Genesys Info Mart has no special requirements for the storage buckets.

2022-08-12

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

  The following information was added:

  • Typos were fixed.
• Update: PEC-REP/Current/GIMPEGuide/ConfigureGSP view diff (updated)

  The following information was added:

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

2022-08-11

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

  The new page describes the following information:

  • Agents can access real-time voice transcription, knowledge base and FAQ suggestions. They can read or paraphrase them on a voice call. The majority of the configuration steps are completed in conjunction with a Genesys Professional Services engagement.
• Update: PEC-Email/Current/EmailPEGuide/Email metrics and alerts view diff (updated)

  The following information was added:

  • Typos were fixed. Some content was deleted.

2022-08-10

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

  The following information was added:

  • The architecture of Genesys Multicloud CX private edition is detailed in the Connections table. The source is where the connection is initiated, and the destination is where an initiated connection connects to.
• Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (minor)
• Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (updated)

  The following information was added:

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

  The new page describes the following information:

  • AI Connector is a webhook to receive and analyse chat messages for Digital Channels. It is a one-time process to ensure that the AI Connector webhook URL is known and trusted to the service.
• New Page: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (new)

  The new page describes the following information:

  • The instructions assume you are deploying the service in a service-specific namespace or OpenShift project named in accordance with the requirements on the instructions. Make sure to review the full list of prerequisites to deploy Digital Channels AI Connector.
• New Page: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (new)

  The new page describes the following information:

  • This page explains how to configure your AI Connector deployment. For private edition, you can override Helm chart values in the values.yaml file to specify parameters for the deployment. If you want to use arbitrary IDs in your OpenShift deployment, you must override the security context.
• New Page: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (new)

  The new page describes the following information:

  • AI Connector for private edition has the following limitations:Supports only a single-region model of deployment. It supports Redis deployed in either cluster (TLS) or non-cluster (non-TLS). It has no support for enforced SSL. Let's Encrypt is a suite-wide requirement.
• New Page: PEC-DC/Current/DCPEGuide/OverviewAIConnector view diff (new)

  The new page describes the following information:

  • AI Connector is available in Genesys Multicloud CX private edition. It works with third-party natural language processing and virtual agent frameworks to stream audio and chat messages and deliver the results to the agent desktop or bot conversations. It is supported on the following cloud platforms: Google Kubernetes Engine (GKE), OpenShift Container Platform (OpenShift) and OpenShift.
• New Page: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (new)

  The new page describes the following information:

  • For the Genesys Multicloud CX private edition services to receive and process voice interactions, you must enable voice connectivity. Voice connectivity covers the following:Connectivity to and from Session Border Controller (SBC), Agent Workspace, SIP phone, or Web phone, and Voice Microservices.
• New Page: PrivateEdition/Current/PEGuide/F5SIP-ALGConfig view diff (new)

  The new page describes the following information:

  • Learn how to configure F5 SIP-ALG as the final step in SBC integration with the private edition deployment on OpenShift. Create SNATs and pools. Create the Source Network Address Translations (SNATs) and Sip-media handlers.
• New Page: PrivateEdition/Current/PEGuide/F5BIG-IPforOpenShiftOverview view diff (new)

  The new page describes the following information:

  • F5 BIG-IP is the recommended solution to integrate SBCs with the Genesys Multicloud CX private edition deployments on OpenShift. VXLAN/GENEVE tunnels are created between the external components and the Red Hat OpenShift cluster. A container component called Container Ingress Services (CIS) plugs the F5 Big-IP with the Kubernetes APIs.
• New Page: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (new)

  The new page describes the following information:

  • Learn how to set up VXLAN tunnels for the SBC integration with the Genesys Multicloud CX private edition deployment on OpenShift. For private edition, create VXlan tunnels to the OpenShift cluster on the BIG-IPs and on bigip-02.
• New Page: PrivateEdition/Current/PEGuide/CISInstallation view diff (new)

  The new page describes the following information:

  • The F5 Container Ingress Services (CIS) are installed on an OpenShift/Kubernetes cluster as part of SBC integration with the private edition deployment on OpenShift.
• Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: ATC/RequiredPCDomains view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-09

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

  The following information was added:

  • Multicloud CX Innovation Edition provides customers with a non-production environment which is totally separate from their own production environment. It has all Genesys MCCX products, enabling them to innovate without touching production services. CX Preview Edition provides a preview functionality which allows for software to be evaluated before it s deployed in production.
• Update: BDS/Current/BDSPEGuide/Deploy view diff (updated)

  The following information was added:

  • The instructions 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, you might not need to create separate secrets for each service.
• Update: BDS/Current/BDSPEGuide/Configure view diff (updated)

  The following information was added:

  • Besys recommends to store the configuration file in a folder that is mapped to the deployment host folder. BDS uses the default connection property to connect to the Oracle database. It allows or denies overwriting of files that were previously generated in the SFTP folder. It prints the execution plan of a statement within the Docker container.
• Update: GWS/Current/GWSPEGuide/Planning view diff (updated)

  The following information was added:

  • A container image registry and Helm chart repository used for downloading Genesys containers and Helm charts into the customer's repository. Command line interface tools to log in and work with Kubernetes clusters.
• Update: PEC-WFM/Current/Agent/MngTOR view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REC/Current/User/GetStarted view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-08

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

  The following information was added:

  • The Agent Workspace Chat message composition field can display up to four lines at a time. You can use Shift+Enter to add blank lines to your message. Watch the video to find out how.
• Update: PEC-AD/Current/Agent/ADChat view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-WFM/Current/SupervisorHelp/VlmBldWiz view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-DC/Current/DCPEGuide/ProvisionOverview view diff (updated)

  The following information was added:

  • Typos were fixed.

2022-08-05

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

  The following information was added:

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

2022-08-04

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

  The following information was added:

  • enableServiceLinks controls whether service information is added to environment variables or not. When the value is true, a set of environment variables for each active service are added to the pod.
• New Page: PEC-WFM/Current/SupervisorHelp/StffgBldMult view diff (new)

  The new page describes the following information:

  • In Workforce Management (WFM), you'll use the Build Staffing wizard to build staffing data for multiple activities based on the default forecasting objectives for each activity type (Immediate, Deferred, Fixed-Staff).
• New Page: PEC-WFM/Current/Supervisor/StffgBldWzdMulti view diff (new)

  The new page describes the following information:

  • Use the Staffing Build Wizard to build staffing data for multiple activities based on the default forecasting objectives. The wizard uses the default objectives for each of the following types of activities: immediate, deferred and fixed-staff.
• Update: PEC-WFM/Current/Supervisor/StffgBldWzd view diff (updated)

  The following information was added:

  • The Staffing Build Wizard allows you to update some or all of the default service level objectives with the new values you have specified. The Update activity default SL objective check box for each parameter you want to update saves the new default values as the new defaults.
• New Page: PEC-WFM/Current/Supervisor/DfltFrcstObj view diff (new)

  The new page describes the following information:

  • Use the default forecasting objectives to set default target service levels or staffing requirements for different types of activities. For Immediate Work activities, you can configure the following settings and options: Target Options, Staffing Requirements, Average Activity Handling Time and Staffing Template.
• Update: PEC-WFM/Current/SupervisorHelp/StffgBldWzd view diff (updated)

  The following information was added:

  • Build Staffing dialog shows values used for the most recent staffing build or the default forecasting objectives values. You can save the values of certain parameters as the new default service level objectives. If you are building staffing for a single (or multi-site) Immediate activity type, you can choose to update some or all of the default services level objectives with the new values.

2022-08-03

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

  The following information was added:

  • Some typos were fixed. Some content was deleted. Select the dashboards, wallboards, and widget templates from the package file to import into your current environment. Video: Export Dashboards.
• Update: BDS/Current/BDSPEGuide/Provision view diff (updated)

  The following information was added:

  • Source extract date is the last successful source extract date from GIM database. Supported data sources are GIM, WFM, GVP, GIR, S3, INVENTORY, and ALTOCLOUD.
• Update: PEC-REC/Current/User/usernew view diff (updated)

  The following information was added:

  • SpeechMiner now supports processing of private Facebook and Twitter interactions. It also supports HTML formatted content for digital media interactions. SpeechMiner supports the Microsoft Edge Chromium browser.
• Update: PEC-REC/Current/User/trendingtoolbar view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REC/Current/User/createanewsearch view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PEC-REC/Current/User/GetStarted view diff (updated)

  The following information was added:

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

2022-08-02

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

  The following information was added:

  • Typos were fixed.
• Update: WID/Current/GCAPI/WebChatService view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: WID/Current/SDK/WebChatService-combined view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: WID/HIW view diff (updated)

  The following information was added:

  • Typos were fixed.
• Update: PrivateEdition/Current/PEGuide/Prerequisites view diff (updated)

  The following information was added:

  • Typos were fixed.
• New Page: GAMD/Current/Admin/Packages view diff (new)

  The new page describes the following information:

  • To download the Gplus Adapter for Microsoft Dynamics 9.1, click the following link:Gplus-Adapters-Microsoft Dynamics-9.1.001. To summarize, it's a Gplus adapter.
• Update: PEC-DC/Current/DCPEGuide/Architecture view diff (minor)
• Update: PEC-DC/Current/DCPEGuide/Architecture view diff (updated)

  The following information was added:

  • Digital Channels is a service in the network. It sends messages to Genesys Widgets, Workspace Web Edition, CX Contact, PostgreSQL, Postgres, and Interactions.

2022-08-01

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

  The new page describes the following information:

  • The metrics details of Genesys Portal are for internal use only. The metrics are scraped from Prometheus/Grafana Cloud. If the portal's HTTP status code is not 200 for 10 minutes, the PagerDuty incident is triggered automatically.
• Update: PEC-DC/Current/DCPEGuide/ProvisionSMS view diff (updated)

  The following information was added:

  • The Portico option depends on the provider's value of the service. Supported values are: Portico - Async - mGage. Typos were fixed.