User: Sbogard
From Genesys Documentation
Contents
2022-08-23[ | edit source]
- Update: PEC-IWD/Current/Administrator/IWDMailboxes view diff (updated)
- Readability of the High Priority/Importance email mark depends on the email client in use. Cached sign-in data from the browser is reused when creating mailboxes in Genesys Multicloud CX Email.
- Update: PEC-IWD/Current/Administrator/IWDEndpoints view diff (updated)
- Typos were fixed.
- Update: PEC-GPA/Current/Administrator/GplusTroubleshoot90 view diff (updated)
- For troubleshooting purposes, Gplus adapter can display notifications in Agent Workspace when events are successful or unsuccessful. To enable this feature, create the Salesforce. debug-notifications key in the Crm-adapter section and set the value to true.
- Update: PEC-GPA/Current/Administrator/GplusScreenPop90 view diff (updated)
- Troubleshooting Gplus adapter integration with Salesforce is a topic for another article. Some content has been deleted. . Some content was deleted. For more information, refer to the article.
- Update: PEC-REP/Current/RT/GetStarted view diff (updated)
- Typos were fixed.
- Update: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (minor)
2022-08-22[ | edit source]
- Update: UseCases/Current/GenesysEngage-onpremises/EE30 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE34 view diff (updated)
- The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys. Typos were fixed. Some content was deleted.
- Update: UseCases/Current/GenesysEngage-onpremises/CE22 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE20 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE19 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE18 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE16 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE07 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE02 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/CE01 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/BO11 view diff (updated)
- The Agent Workspace lets contact center agents and supervisors communicate with customers and team members through phone calls and Outbound Campaigns and Genesys. Typos have been fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/BO06 view diff (updated)
- Typos were fixed.
- Update: UseCases/Current/GenesysEngage-onpremises/BO04 view diff (updated)
- Typos were fixed.
- Update: PEC-OU/Current/CXContact/EmailCampaign view diff (updated)
- Typos were fixed.
2022-08-18[ | edit source]
- New Page: PrivateEdition/Current/TenantPEGuide/ArchitectureMain view diff (new)
- 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)
- Typos were fixed.
- Update: PEC-WFM/Current/Administrator/UserSec view diff (updated)
- Typos were fixed.
- Update: PEC-REC/Current/Administrator/ScreenRecordingConfig view diff (updated)
- Typos were fixed.
- Update: GenesysEngageMulticloud/Current/GECUG/OmnichannelDesktopServices view diff (updated)
- Typos were fixed.
- Update: GenesysEngageMulticloud/Current/GECUG/InboundServices view diff (updated)
- Typos were fixed.
- Update: GAA/Current/WDEPlugin/PrerequisitesArticle view diff (minor)
- Update: GAA/Current/WDEPlugin/InstallWDEplugin view diff (minor)
- Update: GAA/Current/WDEPlugin/ConfigureGenAdmin view diff (updated)
- Typos were fixed.
- Update: UCS/Current/UCSPEGuide/Architecture view diff (minor)
- Update: PEC-ROU/HIW view diff (updated)
- Typos were fixed.
- Update: PEC-ROU/Current/GTR/GTRSampleDesignerApp view diff (updated)
- Typos were fixed.
- Update: PEC-ROU/Current/GTR/GTROverview view diff (updated)
- Typos were fixed.
- Update: PEC-ROU/Current/GTR/GTRIntegrate view diff (updated)
- Typos were fixed.
- Update: PEC-REP/HIW view diff (updated)
- Typos were fixed.
- Update: PEC-REP view diff (minor)
- Update: PEC-IWD/HIW view diff (updated)
- Typos were fixed.
- Update: PEC-IWD/Current/Administrator/IWDSetup view diff (updated)
- Typos were fixed.
- Update: PEC-IWD/Current/Administrator/IWDGTL view diff (updated)
- Typos were fixed.
- Update: PEC-IWD/Current/Administrator/IWD view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/External URLs view diff (updated)
- Workspace and Interaction are the options in the Workspace. External web site URL can be defined using the $AttachedData.Y$parameter to have flexible text in the URL where Yrepresents an attached data name.
- Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes view diff (updated)
- Typos were fixed.
Some content was deleted.
- Update: PrivateEdition/Current/PEGuide/ConfigVXLAN view diff (updated)
- Genesys is removing non-inclusive terms from its software and documentation. For the terms master/slave, Genesys uses “primary” and “secondary” or ‘primary’ and ‘replica’ for the terms blacklist/whitelist, and for the term master when used on its own, it uses main.
- Update: PEC-WFM/Current/Supervisor/AdherenceMdl view diff (updated)
- Typos were fixed.
2022-08-17[ | edit source]
- New Page: VM/Current/VMPEGuide/Architecture1 view diff (new)
- 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)
- If 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)
- Typos were fixed.
- Update: PEC-DC/Current/DCPEGuide/DeployAIConnector view diff (updated)
- Typos were fixed.
- Update: PEC-DC/Current/DCPEGuide/ConfigureAIConnector view diff (updated)
- Typos were fixed.
- Update: PEC-DC/Current/DCPEGuide/PlanningAIConnector view diff (updated)
- Typos were fixed.
- Update: PEC-DC/Current/DCPEGuide/OverviewAIConnector view diff (updated)
- Typos were fixed.
2022-08-16[ | edit source]
- Update: DES/Current/Designer/Survey view diff (updated)
- Typos were fixed.
- Update: DES/Current/Designer/ApplicationSettings view diff (updated)
- This option must be enabled if you are using the Last Called Agent option in the Route agent block. It stores contact details in the Contact system variable. The contextual data can be used to provide a more personalized experience for the customer.
- Update: PEC-AS/Current/ManageCC/Bulk operations view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Agent options overview view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Case and toast data view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Multi-channel view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Voice options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Create agents view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Channels options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Global Login view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Contacts view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Desktop Views options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Salesforce options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Agent and contact center statistics view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Hierarchy view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Work with Global Favorites view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Interaction history advanced search view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/CC options overview view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Email options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Service Client options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Transactions view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Feedback view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/External URLs view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Chat options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/HIW view diff (updated)
- The space application has been fixed. It explains what agents see and what tasks they can perform. It also explains their interaction channels such as voice, email, chat, and social media.
- Update: PEC-AS/Current/ManageCC/Dispositions view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Voicemail view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Statistics options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Workitem options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Email addresses and mailboxes view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Standard Response Library options view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Caller ID view diff (updated)
- Typos were fixed.
- Update: PEC-AS view diff (minor)
- Update: PEC-GS/Current/Administrator/SPDeploy view diff (updated)
- Genesys Softphone can be distributed to end user workstations through Desktop Configuration Management solutions, such as Microsoft Endpoint Manager (formerly Microsoft SCCM). It is not shipped with a Microsoft Software Installer (MSI), but you can repackage the setup using the silent installation mode.
- Update: DES/Current/Designer/Variables view diff (updated)
- Designer can obtain contact information from the interaction call data or from other services in the Genesys Multicloud CX solution if the contact details are not available in the interaction data.
- Update: DES/Current/Designer/ApplicationSettings view diff (updated)
- Enable Customer Profile option enables Designer to retrieve certain details about the customer for the purpose of customer identification. For voice calls, Designer can identify the caller based on their phone number. For digital interactions, the contact s email address can be passed to Designer when the interaction starts. Designer collects 30-days of interaction history data for each contact.
- Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)
- Typos were fixed.
- Update: GVP/Current/GVPPEGuide/Deploy view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Blob Storage view diff (updated)
- Typos were fixed.
- Update: PEC-AS/Current/ManageCC/Keys view diff (updated)
- Typos were fixed.
2022-08-15[ | edit source]
- Update: PEC-REP/Current/PulsePEGuide/Upgrade view diff (updated)
- Genesys Pulse supports the following upgrade strategies: service, service-specific namespaces or OpenShift projects, and sequentially: complete the upgrade for one service and verify it upgraded successfully before proceeding to upgrade the next service.
- Update: PEC-REP/Current/GIMPEGuide/PlanningGSP view diff (updated)
- 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 you create.
2022-08-12[ | edit source]
- Update: PEC-REP/Current/GIMPEGuide/PlanningGCA view diff (updated)
- Typos were fixed.
- Update: PEC-REP/Current/GIMPEGuide/ConfigureGSP view diff (updated)
- Kubernetes 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 and customize the way data is stored in the Info Mart database.
2022-08-11[ | edit source]
- New Page: PEC-AD/Current/WWEPEGuide/AgentAssistConfig view diff (new)
- 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)
- Typos were fixed.
Some content was deleted.
2022-08-10[ | edit source]
- Update: DES/Current/DESPEGuide/Architecture view diff (updated)
- The architecture of Genesys Multicloud CX private edition is detailed in the Connections table. The direction of the arrows indicates where the connection is initiated from the point of view of Designer.
- Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (minor)
- Update: PrivateEdition/Current/PEGuide/VoiceConnectivity view diff (updated)
- Typos were fixed.
- New Page: PEC-DC/Current/DCPEGuide/ProvisionAIConnector view diff (new)
- AI Connector 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 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)
- 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)
- 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)
- 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)
- 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)
- 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)
- 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)
- 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 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)
- Typos were fixed.
- Update: ATC/RequiredPCDomains view diff (updated)
- Typos were fixed.
2022-08-09[ | edit source]
- Update: GenesysEngageMulticloud/Current/GECUG/DataRetentionpolicy view diff (updated)
- Multicloud CX Innovation Edition provides customers with a non-production environment which is totally separate from their own production environment. 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 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, replace the namespace element in the commands on this page with the name of your single project. The configuration and environment setup instructions assume that you need to create service- specific secrets.
- Update: BDS/Current/BDSPEGuide/Configure view diff (updated)
- BDS uses the default connection property to connect to the Oracle database. The default path is /genesys/data/sqlnet.ora. The file name of the configuration file should be in a folder that is mapped to the deployment host folder.
- Update: GWS/Current/GWSPEGuide/Planning view diff (updated)
- A container image registry and Helm chart repository used for downloading Genesys containers and Helm charts into the customer's repository. Command line interface tools to log in and work with Kubernetes clusters.
- Update: PEC-WFM/Current/Agent/MngTOR view diff (updated)
- Typos were fixed.
- Update: PEC-REC/Current/User/GetStarted view diff (updated)
- Typos were fixed.
2022-08-08[ | edit source]
- Update: PEC-AD/Current/Agent/ADMessaging view diff (updated)
- The Agent Workspace Chat message composition field can display up to four lines at a time. 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)
- Typos were fixed.
- Update: PEC-WFM/Current/SupervisorHelp/VlmBldWiz view diff (updated)
- Typos were fixed.
- Update: PEC-DC/Current/DCPEGuide/ProvisionOverview view diff (updated)
- Typos were fixed.
2022-08-05[ | edit source]
- Update: PEC-AD/Current/Agent/ADChat view diff (updated)
- The Agent Workspace Chat message composition field can display up to four lines at a time. You can use Shift+Enter to add blank lines to your message. Watch the video to find out how.
2022-08-04[ | edit source]
- Update: PEC-CAB/Current/CABPEGuide/Configure view diff (updated)
- There were some typos but they were fixed.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)
- 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)
- 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 Staffing Build Wizard allows you to update the default service level objectives and compare the results obtained from the wizard with the previous staffing scenario results. The updates are applied in one of two ways.
- New Page: PEC-WFM/Current/Supervisor/DfltFrcstObj view diff (new)
- 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)
- Build Staffing allows you to save the values of certain parameters as the new default service level objectives. You can also update some or all of the default services level objectives with the new values you have specified.
2022-08-03[ | edit source]
- Update: PEC-REP/Current/RT/RTRImportExport view diff (updated)
- Some typos were fixed. Some content was deleted. How to export a package file so you can import it to another environment is explained in the video: Export Dashboards.
- Update: BDS/Current/BDSPEGuide/Provision view diff (updated)
- The last successful source extract date from GIM database, GVP RS database, WFM, GIR, S3, INVENTORY, and ALTOCLOUD are supported data sources.
- Update: PEC-REC/Current/User/usernew view diff (updated)
- SpeechMiner now supports processing of private Facebook and Twitter interactions. It also supports HTML formatted content for digital media interactions. The browser support for Edge Chromium browser has been added.
- Update: PEC-REC/Current/User/trendingtoolbar view diff (updated)
- Typos were fixed.
- Update: PEC-REC/Current/User/createanewsearch view diff (updated)
- Typos were fixed.
- Update: PEC-REC/Current/User/GetStarted view diff (updated)
- Typos were fixed. Some content was deleted. The filters available are dependent on whether Speech Analytics is enabled with Recording and Quality Management, and if the content is deleted.
2022-08-02[ | edit source]
- Update: PEC-ROU/HIW view diff (updated)
- Typos were fixed.
- Update: WID/Current/GCAPI/WebChatService view diff (updated)
- Typos were fixed.
- Update: WID/Current/SDK/WebChatService-combined view diff (updated)
- Typos were fixed.
- Update: WID/HIW view diff (updated)
- Typos were fixed.
- Update: PrivateEdition/Current/PEGuide/Prerequisites view diff (updated)
- Typos were fixed.
- New Page: GAMD/Current/Admin/Packages view diff (new)
- To download the Gplus Adapter for Microsoft Dynamics 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)
- In the Architecture diagram, the numbers on the connection lines refer to the connection numbers in the Connections table. The source is where the connection is initiated, and the destination is where an initiated connection connects to.
2022-08-01[ | edit source]
- New Page: PEC-Admin/Current/Admin/PortalMetrics view diff (new)
- 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)
- Portico option depends on the provider's value of the service. Supported values are:- Portico- Async- mGage. Typos were fixed in the text.