Skip to main content

Genesys Cloud – June 9, 2021

Communicate

User to User Information (UUI) enhancement for remote stations

Genesys Cloud now sends UUI on transfers to a remote station if the trunk used for the transfer has UUI support enabled. Previously, the system sent UUI only for outbound calls on behalf of users, queues, or campaigns. For more information, see . This feature has no restriction by user or required user to access.

DTMF support in active calls

Genesys Cloud agents and business users can now use their keyboard to enter numbers and symbols during active calls. For more information, see . This feature requires the following subscription: Communicate.

Contact center

Audit trail improvements in Interaction Details view

The updated Audit Trail tab in the Interaction Details view contains additional details and filters. These updates provide quality managers and evaluators with improved access to audit logs for recordings, screen recordings, annotations, evaluations, and calibrations. For more information, see . This feature requires the following subscription: Genesys Cloud User 1.

Improved agent external contacts experience

Agents now have easier access to more information about people who contact their business. This information can include details such as notes and custom fields like whether the person is a VIP customer. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

New audio alert for non-voice interactions

On June 9, 2021, Genesys replaced the existing sound that accompanies incoming non-voice interaction alerts with a new ringtone. The new ringtone sounds continuously until an agent answers or declines, or the alert timer expires. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, Genesys Cloud User 1 Digital Upgrade II, or Genesys Cloud User 2 Digital Upgrade I.

Platform

Genesys Cloud Command Line (CLI) enhancements

The Genesys Cloud CLI is now completely auto-generated and contains all API resources. With this new generation process, new APIs are automatically added as they are deployed, similar to Genesys Cloud SDKs. For more information, see  in the Developer Center. This feature has no restriction by user or required user to access.