Genesys Cloud – 2016
List of the Genesys Cloud release notes published in 2016.
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
Platform
- Removal of credit card numbers from chat interactions
Communicate
- Genesys Cloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
Contact center
- Architect IVR Transfer to Group action
- Limits to prevent excessive dialing
- Agent participation in simultaneous dialing campaigns
Communicate
- Global phone provisioning service
- Telephony network topology map
Integrations
- Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk
Integrations
- Genesys Cloud for Salesforce support for Lightning Experience
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
Platform
- Contact center access for third-party developers
Contact center
- Script editor UI
Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
Communicate
- Genesys Cloud web-based (WebRTC) phone
Integrations
- Web-based phone support for Genesys Cloud for Salesforce
- Web-based phone support for Genesys Cloud for Zendesk
Contact center
- Line recording enhancements
Contact center
- Consult transfers to queues
- Create a queue from an existing queue
Platform
- New password reset requirement
Platform
- Java SDK
Platform
- Genesys Cloud Partner Directory
Communicate
- Faxing from Documents
Contact center
- New Queues Activity views
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
Contact center
- Inbox support for time off requests
- Policy-based recording of email interactions
- Option to override default retention behavior for recording policies in conflict
Integrations
- Genesys Cloud for CIC
- Custom actions for web services data dip connector
Integrations
- Microsoft ADFS added as a single sign-on provider
Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
Contact center
- Ability to change recipient list in an email reply
- Outbound call flow variables
- Option to override default retention behavior for recording policies in conflict
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
Communicate
- Inbox improvements
Contact center
- Support for custom web chat fields
Contact center
- Time off requests
Integrations
- Microsoft Dynamics CRM data dip connector
Genesys Cloud Platform
- Help panel
Engage
- Queue activation permission
- Custom interaction details for web chats
- Agent alias for web chats
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
Platform
- Changes to default password requirements
Communicate
- Telephony trunk configuration enhancements
- Change to trunk number format
- Additional AudioCodes support
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
- Bridge Server enhancements
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
Contact center
- Social Channel Managment
- Outbound dialing enhancements
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager
Platform
- Public API version 2.0
Integrations
- Bridge Server enhancements
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
Contact center
- Response management
- Email routing
- French and German IVR prompt files and runtime playback support in Architect
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
Communicate
- Trunk PCAP retrieval
- Station auto-conference
- Audio export
Contact center
- Dependency tracking for Architect
- Action, Menu, and Task Numbering
- New Languages Available for IVR
- Norwegian localization
Platform
- New support workflow for Genesys Cloud Pro+ organizations
Collaborate
- New UI for profile setup
- Ability to open video chats in pop-out window
Contact center and Communicate
- Group ring
- Ability to copy interactions through the Agent UI
Integrations
- Single Sign On support for Okta
- Single Sign On support for SFDC
- Improvements to Genesys Cloud for Salesforce
- Salesforce Data Dip Connector is now available in East Asia (Japan) region
- Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
- Web Services Data Dip Connector is now available in East Asia (Japan) region
- Zendesk Data Dip Connector is now available in East Asia (Japan) region
Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for Genesys Cloud for Salesforce
- Multi-region support for Genesys Cloud for Zendesk
Integrations
- Single sign on support for OneLogin
Communicate
- Genesys Cloud Voice
Contact center
- Agent utilization can now be configured
- Pre-call rule to dial a record in Preview Mode
- Caller ID (ANI) Enhancements
Integrations
- Genesys Cloud for Salesforce updates
Collaborate
- New Activity indicators
- Improved “Out of Office” functionality
Integrations
- Initial release of Genesys Cloud for Zendesk