Jump to: navigation, search


All Genesys software is © Copyright 2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.


Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

New in

  • On the Treatment tab for a dialing profile, campaign template, or campaign group, you can now specify a URI to a stored SCXML treatment script. When you do this, the system applies all treatment configuration defined in the SCXML treatment script and ignores all treatment configuration previously defined in CX Contact.
    For more information, refer to the SCXML-based Treatments page.
  • The new data mapping feature is an alternative to using an input specification file to map contact data to fields in a CX Contact contact list. You can create a data mapping schema for either a fixed-position file or a delimited file and then apply the schema to a list being imported into CX Contact via manual import or via list automation.
    For detailed instructions, refer to the Create a Data Mapping Schema page.
  • For call treatments, the Increment retry option is no longer a mandatory option. Previously, if you selected Retry in from the Apply to Record menu, you had to define an increment value.
  • On the Campaigns dashboard, an icon now displays to the right of a campaign group name to indicate the type of dialing mode the campaign group uses. When you hover over the icon, the name of the dialing mode and associated dialing parameters display in a text box.
    For more information, refer to the Create and Manage a Campaign Group page.
  • The media control icons on the Campaigns dashboard have increased in size and have changed in color. In addition, a new status bulb displays next to the media controls to indicate the status of the campaign group.
    For more information, refer to the Create and Manage a Campaign Group page.

New in

  • You can now use the List Automation feature to schedule a contact list export. The file is exported out of CX Contact and sent to a remote FTP directory.
    For a complete description of this feature, refer to the Create and Manage List Automation Tasks page in the CX Contact Help manual.
  • The new Device Escalation feature enables you to do any of the following when records in a contact list contain more than one device:
    • Identify which device(s) should be contacted.
    • Specify the order in which the devices should be contacted.
    • Specify how to handle answering machine detection - drop the call, deliver the call to an agent, or send the call to a DN for treatment (for example, leave a pre-recorded message).
    For a complete description of this feature, refer to the Apply Device Escalation page in the CX Contact Help manual.
  • In the Timezone source field, a new option, called Explicit, enables you to select a specific time zone for records in a contact list. When you apply this option, the system ignores all Contact and Device time zone assignments, so we do not recommend this option if your contact list contains international numbers or countries with multiple time zones.
    For more information, see the Time Zone Assignment page in the CX Contact Help manual.

CX Contact

CX Contact is a web-based application that enables you to set up and manage outbound campaigns using the following microservice components:

  • Campaign Manager - Set up and manage outbound campaigns.
  • List Builder - Import or export contact lists and suppression lists.
  • List Manager - Create and manage contact lists and suppression lists. Apply upload rules and splitting criteria to contact lists.
  • Compliance Manager - Use compliance tools to restrict contact attempts to records within a contact list.
  • Job Scheduler - Use automation tools to schedule jobs, including list upload and campaign group execution.

What's New

CX Contact is part of 9.0, which can include component releases from both 9.0.x and 8.5.x code streams. Use the table below to check which component releases are part of 9.0.

All 9.0 products 9.0 CX Contact Release Notes
Product Component Latest Starting

CX Contact

CX Contact

Release Notes

CX Contact 9.0.x Release Note


CX Contact Help

Learn how to use the CX Contact application.

More Release Information

This page was last modified on November 2, 2018, at 11:07.