Genesys Cloud – September 30, 2024
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
2024 Genesys CIDR expansion and firewall requirements notification
Important: To ensure business continuity of your Genesys Cloud organization, you must read the entire 2024 Genesys CIDR Expansion - Commercial announcement and run all applicable tests to confirm your organization’s readiness for the new CIDR IP address range and the RTP port expansion.
During the week of October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.Additional details
One of the following licenses:
- All licenses include this feature.
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Genesys Cloud Unified License for Virtual Network Operators for India region
Genesys obtained a Unified License for Virtual Network Operators (ULVNO) from the India Department of Telecommunications (DOT). This new license enables Genesys Cloud Services India Pvt. Ltd to sell contact center solutions directly in the region. This direct sales model enhances service delivery by streamlining processes for administrators and customers, and also provides a more seamless experience for customers within India.
Additional details
One of the following licenses:
- All licenses include this feature.
Notification topic for outbound message delivery failures
Developers can now enable a new notification topic that triggers when outbound web messaging messages fail to reach users. This feature helps developers integrate with process automation, allowing them to automatically initiate Agentless Message APIs and push notifications through third-party providers. This feature benefits businesses that want to notify users through alternative channels when a message delivery fails. The notification topic helps companies react to delivery failures efficiently and reduces the likelihood of missed communications, thus improving overall customer engagement.
Additional details
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Customer-first callback option
Administrators can now configure a customer-first callback for queues in Genesys Cloud. This feature enables the platform to place a call to the customer first before connecting the interaction to an agent. When the user is ready to speak, the system places the call to an agent and maintains the interaction's original queue position. This enhancement reduces the time spent waiting for outbound calls to connect. Instead of agents making the outbound call and waiting for the user to answer, the platform handles the dialing process. Only live interactions route to agents, which improves agent performance and enhances the overall workflow.
Additional details
One of the following licenses:
- All licenses include this feature.
Step-up authentication during web messaging sessions
Administrators can now enable agents and bots to request step-up authentication during ongoing web messaging sessions, which allows a conversation that begins without authentication to transition to an authenticated session when the customer signs in to the brand's website. This feature improves transaction security by helping to ensure that sensitive interactions occur within an authenticated context and benefits transactions that require higher levels of security. Step-up authentication provides flexibility in authentication management without interrupting the flow of the conversation. Agents or bots can now guide customers through the authentication process to complete important transactions, making interactions both secure and efficient.
Additional details
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
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Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support
Sensitive data masking is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), German Switzerland (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish United States (es-US) and Spanish Spain (es-ES) voice interactions.
Additional details
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
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Poly/HP Edge E Series managed phones available in Genesys Cloud
Genesys Cloud administrators can now deploy Poly/HP Edge E Series hardware phones as Genesys Cloud managed phones. This feature establishes support for the next generation of Poly IP-based SIP phones. Media tier Version 1.0.0.18140 or later is required.
Additional details
One of the following licenses:
- All licenses include this feature.
Resize images and tables in knowledge workbench articles
Knowledge authors can now resize FAQ images and tables directly within the knowledge workbench. This feature enables knowledge authors to easily manage and customize content in their question and answer pairs.
Additional details
Where:
- Admin > Knowledge > Articles
One of the following licenses:
- Genesys Cloud 1 Digital Add-on II
- Genesys Cloud 2
- Genesys Cloud 2 Digital
- Genesys Cloud 3
- Genesys Cloud 3 Digital
- Genesys Cloud AI Experience
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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