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Copyright

All Genesys software is © Copyright 2013 – 2018 Genesys Telecommunications Laboratories, Inc. All rights reserved.

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

Trademarks

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.

This product includes the following third-party libraries and software:

Workspace Web Edition


Web Services


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Web Services and Applications 8.5 Product Alerts

  • Workspace Web Edition & Web Services was renamed to Web Services and Applications in release 8.5.201.09.
  • The release note for Workspace Web Edition & Web Services has been updated to correctly list the new features available in version 8.5.200.64. Previously, the release note stated that Genesys Web Services now supports the MakePredictiveCall request. This request is not yet supported.

New in Release 8.5.0

Important
The 8.5.0 version is restricted; however, the features included in this version are available in the 8.5.201.09 General (Under Shipping Control) release.

Workspace Web Edition

  • Agent KPI and contact center statistics
  • Agent state controls
    • Media channel logon/logoff
    • Global and independent channel Ready/Not Ready with reason codes
    • Do Not Disturb and After Call Work
    • Call forwarding to extension or another phone number
  • Inbound Voice support
    • SIP Server and Avaya switch support
    • Interaction preview with ability to accept, decline, or ignore the request
    • Voice call controls (for example: end call, hold, transfer, conference, consultation, DTMF, and drop party from conference)
    • Team Communicator supporting external and internal (for example: agent, agent group, route point, and skill) target selection for communication
  • Case information with configurable customer segmentation display
    • Independent configuration display of key-value pairs for preview and interaction handling
    • Ability to update and add key-value pairs
    • Enforcement of Boolean, string, integer, list, float, date, and URL data types
  • Interaction dispositions
  • Voice call recording start, pause, resume, and stop controls and optional display of status showing when recording is on, off, and paused
  • Browser support
    • Internet Explorer 10
    • Google Chrome including Chrome notification
  • Client operating system support
    • Windows 7

Web Services API

  • Client access to Users, Devices, Skills, Contacts objects (Contacts include queues and users, and are not associated with UCS contacts)
  • Inbound Voice
    • Agent state management
    • Basic call features (for example: end, hold, transfer, and conference)
    • Supervisor features (for example: monitor, barge-in, and coach)
    • Call recordings
  • Outbound Voice
    • Basic outbound record handling (for example: reject, cancel, record processed, reschedule, update, add, and Do Not Call)
    • Preview
    • Chained records
    • Negotiated logout
  • Statistics
    • Agent KPI and contact center statistic
  • Switch support
    • SIP Server and Avaya (CM and TSAPI)
  • Internationalization
    • UTF-8 support
  • Scalability and Reliability
    • HA failover
  • Server Operating System, App Server
    • Red Hat Linux 6.0 64-bit
    • Jetty
  • Security
    • HTTPS with basic authentication

New in Release 8.5.1

Important
The 8.5.1 version is restricted; however, the features included in this version are available in the 8.5.201.09 General (Under Shipping Control) release.

Workspace Web Edition

  • Web Chat
    • Web chat media state control (including ready, not ready, and logon/logoff)
    • Chat interaction auto-accept, preview with manual accept or decline
    • Chat transfer
    • Chat typing notification
    • Pending customer response notification
    • Browser-based real-time spelling check
    • Voice consultation during a chat session, with sharing of interaction data
    • Support for capacity rule
    • Support for standard response insertion
    • Support for optional standard response, contact management, interaction notes, disposition, and custom data modules
  • Email
    • Email media state control (including ready, not ready, and logon/logoff)
    • Basic inbound and outbound email interactions
    • Support for To, CC, and BCC addressing
    • Email interaction auto-accept, preview with manual accept or decline
    • Standard email interaction control, including reply, reply all, save to workbin, transfer, and mark done
    • File attachment and retrieval
    • Plain text and HTML email message formats
    • Browser-based real-time spelling check
    • Support for capacity rule
    • Support for standard response insertion
    • Includes support of optional standard response, contact management, interaction note, disposition, and custom data modules
  • Twitter
    • Twitter media state control (including ready, not ready, and logon/logoff)
    • Twitter interaction auto-accept, preview with manual accept or decline
    • Interaction controls include reply, transfer, and mark done
    • Actionability and sentiment classifications
    • Browser based real-time spelling check
    • Support for capacity rule
    • Includes support of optional standard response, contact management, interaction note, disposition, and custom data modules
  • Facebook
    • Facebook media state control (including ready, not ready, and logon/logoff)
    • Facebook interaction auto-accept, preview with manual accept or decline
    • Facebook user profile information
    • Interaction controls, including reply, transfer, delete post, and mark done
    • Actionability and sentiment classifications
    • Browser based real-time spelling check
    • Support for capacity rule
    • Includes support of optional standard response, contact management, interaction note, disposition, and custom data modules
  • Voice Supervision
    • Supervision modes includes silent monitor, whisper coach, and barge-in
    • Applies to SIP Server deployments only
    • Team lead can only supervise agents within his/her agent group
    • Support for both call and agent scope supervision. Supervision capabilities vary depending on how the supervision scope is configured
    • Ability to transition from one supervision mode to another. Transition capability varies depending on configured supervision scope
  • Contact Management
    • Contact profile and interaction history
    • Contact directory and search
    • Interaction notes
  • Standard Responses Library
    • Browse and view standard responses
    • Insert a standard response into an interaction
  • Team Communicator Enhancements
    • Addition of corporate favorite list(s)
    • Visibility of target agent availability
  • Other Enhancements
    • Ability to specify after call work reason
    • Enforcement of first login password change
    • Integration with third-party web applications
  • Browser Support
    • Firefox 15+ (support is limited to voice only, no multimedia)

Web Services API

  • eServices (agent state management, transfers, queue and workbin, focus time)
    • Email interactions
    • Chat interactions (basic chat features, chat notifications, conferences)

New in Release 8.5.2

The following new features were introduced in the 8.5.202.50 release:

Workspace Web Edition

  • The feature to configure which agent groups are displayed in Team Communicator is improved to support virtual agent group.
  • Support for Genesys Universal Contact Server 9.1.
  • IVR monitoring is now supported in SIP Cluster environments only. The supervisor must be configured to monitor routing points.

The following new features were introduced in the 8.5.202.40 release:

Web Services API

The following new features were introduced in the 8.5.202.34 release:

  • Support for Genesys SIP Cluster
Important

The following Workspace features are not supported for SIP Cluster:

  • Remote agent phone number support
  • Nailed up connection establishment on first call
  • Routing Point monitoring and coaching

Workspace Web Edition

The following new features were introduced in the 8.5.202.34 release:

  • Voice Enhancement
    • Route point supervision: Supervisors can now initiate voice call monitoring on a route point. This feature enables supervisors to start call monitoring regardless of where it is routed. Supervisors no longer have to choose which agent or call to monitor. This feature requires SIP Server.
  • VMware Horizon 7 Client Virtual Desktop Infrastructure (VDI) support.

The following new features were introduced in the 8.5.202.23 release:

  • Standard Response Enhancement
    • Agents can now use a free text search to find responses.
  • Miscellaneous Enhancements
    • You can now configure Workspace to allow agents to select one statistic to be visible at all times while the application is in focus.
    • You can now configure which agent group is displayed in the Team Communicator by using the permissions.agent-group.restrict option.
  • Service Client API Enhancements
    • Service Client API now supports Interaction Server ID, Mark Done and prevention of Mark Done functions, answer call, place call on/off Hold, Mute microphone and speaker, and End call.

The following new features were introduced in the 8.5.202.04 release:

  • Email Enhancements
    • In-line email forwarding.
      • Agents can forward an email as part of the body of an email instead of as an attachment. This allows agents to add comments and attachments before sending the forwarded email.
      • Agents can now forward from the History view, inbound and outgoing email that are in the 'Done' state.
  • Voice Enhancements
    • Remote agent phone number support: For deployments that require Configuration Server proxy, it is now possible for remote agents, such as those working from home, to enter their phone number to receive calls. This feature was previously possible only if Configuration Server proxy was not required. This feature requires SIP Server 8.1.102.93 or higher.
    • Nailed up connection establishment on first call: Nailed up connection enables remote agents to answer and hang-up each call without using a physical phone. With nailed up connection establishment on the first call after login, agents are only required to answer the first call using the physical phone. They do not need to hang-up after each call to receive the next one.
    • Caller ID display name: When an agent selects the caller ID for outgoing calls, Workspace passes both the descriptive name and the phone number to be displayed to the call recipient.
    • You can now configure Workspace to not display the Accept button on the interaction preview pop-up.
  • Team Communicator Enhancements
    • You can now configure which agents are displayed in Team Communicator.
    • You can now configure which agent groups are displayed in Team Communicator.
  • Service Client API Enhancement
    • Support for Extensions
  • Miscellaneous
    • Pending Agent State: The state timer no longer starts immediately if an agent sets his or her status to Not Ready, Not Ready Reason, or any other state while he or she is still handling an interaction. The timer for that state does not start until the call is released, the chat is marked as Done, or the email is sent or put into a workbin.

The following new features were introduced in the 8.5.201.92 release:

  • Outbound Campaign enhancement
    • Push Preview mode support – Unlike pull preview which requires agents to manually request for next record, push preview mode leverages a routing strategy to deliver calling records to agents. This allows agents who are part of an outbound call campaign to be fully blended along with other media channels for better agent utilization.
  • Email enhancement
    • Default font type and size – You can now configure Workspace to apply default font type and size when agents initiate or reply to an email.
  • Team Communicator enhancement
    • Target agent group availability – You can now configure Workspace to display the number of available agents within an agent group when an agent needs to select an agent group as the target of transfer, conference, or consultation actions. This capability is limited to voice only.
  • Genesys Softphone integration enhancement
    • Support of Dual Registration with the Softphone – This capability enables Workspace to transmit addresses of SBCs to the Softphone, allowing dual registration.
    • Support for SRV-based name resolution for Genesys Softphone.
  • Browser support
    • Microsoft Edge on Windows 10 operating system.

The following new features were introduced in the 8.5.201.84 release:

  • Genesys Softphone integration enhancement
    • If you have a DN configured, Workspace now passes authentication information to the Softphone so it can securely log in to SIP Server.
  • Interaction history enhancement
    • You can now configure interaction history filter to specify which media type shall be visible to the agent.
  • Miscellaneous enhancement
    • Workspace is rebranded to reflect the new Genesys logo.

The following new features were introduced in the 8.5.201.76 release:

  • Email Enhancements
    • System administrators can now set the default “From” email address for agent initiated email responses.
    • You can now use a routing strategy to dynamically change the list of "From" email addresses available to agents who are replying to inbound email interactions.
  • Voice Enhancement
    • Workmode is now supported for the Login and Ready operations on the Avaya switch. You can now specify whether the workmode is manual-in or auto-in when an agent logs in or goes Ready.
  • Integration Framework Enhancement
    • For scenarios where an agent is managing multiple simultaneous customer interactions, using the Service Client API it is now possible to notify an external business application which interaction is in focus. This capability ensures the business application record always matches with the Genesys interaction that is in focus. The external application can also control which interaction should be in focus when an agent switches business record focus.
  • Miscellaneous Enhancements
    • The title of the interaction preview toast can now include attached data information.
    • The Knowledge Center tab is now WCAG 2.0 Level A accessibility compliant.

The following new features were introduced in the 8.5.201.68 release:

  • Genesys Softphone integration enhancement
    • Agents can now sign in to Genesys Softphone with their Workspace credentials and use it as their SIP endpoint. This feature also automatically registers the endpoint with SIP Server, thereby removing the need to manually configure the Softphone on individual agent workstations.
    • Agents can now control their Softphone microphone and speaker mute function from Workspace.
  • Case Information enhancement
    • You can now have the application target a specific browser window when the case information contains certain URL/Hyperlink. This capability reduces the number of browser windows, which clutter the screen real-estate, that are opened in a session.
  • Standard Response enhancement
    • You can now insert pre-defined text into outgoing email interactions by using a Standard Response configured to contain custom field codes.
  • Workspace Web Edition browser support:
    • Firefox version 45+
    • Google Chrome version 54+

The following new features were introduced in the 8.5.201.61 release:

  • intelligent Workload Distribution (iWD) custom media support
    • iWD UI framework allows custom media types such as faxes, scanned documents, and tasks to be routed to agents for processing. Included capabilities are:
      • Media logon/logoff and readiness state control
      • Interaction preview with accept and decline
      • Transfer, save to personal workbin, and mark done
      • Workitem stored in contact’s interaction history
  • Contact interaction history enhancements
    • Open “In Progress” emails and workitems from the contact interaction history. This capability allows agents to respond in real-time to queued, outstanding customer inquiries.
    • Ability for agents to mark done interactions that do not require a response.
  • Team Communicator enhancements
    • The Corporate Favorite list can now be overridden by a routing strategy to allow greater target selection flexibility in the Team Communicator. With this capability, the list of available targets for selection during consultation, transfer, and conference scenarios can be specific to the interaction.
    • Agents can now access agents and routing points from Team Communicator favorites, even if these phone number types and routing points are configured to be excluded from the permitted dialing list.
  • Login enhancements
    • Agents can now login to Workspace if at least one media is available. Previously, if one of the assigned media channels was not available, agents could not login.
    • Workspace now remembers the most recently used Place and suggests it to the agent at the next login. Previously, agents had to fill in the Place for every session login.
    • It is now possible to configure the application to not show English as a language choice on the login screen.
  • Other enhancements
    • Support for Alcatel A4400/Omni PCX Enterprise in emulated mode for all standard call flows.
    • Embedded web applications within Workspace Web can be configured to refresh automatically if attached data used for the screen-pop is changed.

The following new features were introduced in the 8.5.201.50 release:

  • Advanced interaction search - A new module allowing users to search for historical customer interactions within and outside the context of the 'My History' and 'Contact History' views. This capability allows users specify multiple search attributes and conditions when searching. Search attributes includes:
    • System interaction attributes such as 'processed by', 'dates', 'media types', 'status', and 'email addresses'
    • Business attributes stored as attached data key-value pairs
    • Specific text within the email body, the web chat transcript, the subject, and the notepad
    • Specific date range using the 'Between' operator
  • Voice enhancement
    • Cross site switch (SIP Server) support. For deployments where a different SIP Server is deployed for each site, agents can now target and invoke telephony operations for resources at those sites. Telephony operations include:
      • Make call
      • Consultation
      • Transfer
      • Conference
  • Accessibility enhancements
    • The following Workspace features are Web Content Accessibility Guideline (WCAG) 2.0 level A compliant for people with disabilities:
      • Web Chat
      • Email
      • Outbound Campaign
      • Agent Workbin and Interaction Queue Management
      • Standard Response Library
      • WebRTC
  • Client Service API enhancement
    • Ability to use Service Client API to invoke toasts within Workspace that have the ability to allow users to act or decline.
  • Korean language support
  • Citrix XenApp 7 and Citrix XenDesktop 7 support

The following new features were introduced in the 8.5.201.41 release:

  • Agents using the DTMF keypad while using Browser-based calls (WebRTC) now hear tones when the keys are clicked. This feature is described in the WWE help in the following two topics:
  • For WebRTC calls, Workspace detects when there are network issues that might impact the quality of voice calls. In the event that issues are detected, Workspace displays a message informing the agent that they might experience voice quality issues and that customers might not be hearing them well.
  • The following Workspace features are Web Content Accessibility Guideline (WCAG) 2.0 level A compliance for people with disabilities:
    • Inbound voice
    • Voice recording controls
    • Voicemail
    • Team communicator
    • Contact directory
    • Contact profile and interaction history
    • My history
    • My channels
    • My messages
    • My statistics and contact center statistics
    • Note and Disposition
    • Supervisor voice monitoring, coaching, and barge-in
    • My agents
This feature is described in the WWE help in the following two topics:

The following new features were introduced in the 8.5.201.29 release:

  • Interaction history enhancements
    • Display of custom interaction attribute(s) in the Interaction History. Previously, only standard interaction attributes, such as status, subject, start date, and end date could be displayed in the Interaction History table. It is now possible for system administrators to configure additional custom interaction attributes to be displayed. This capability allows agents to have more detailed information prior to selecting an interaction on which to focus, leading to improved efficiency.
    • A note is automatically created in the Interaction History when a voice call is transferred to, or conferenced with, another agent.
  • Web Chat enhancement
    • Push web page URL to a contact. This feature allows agents to select and open a publicly accessible company web page on the customer’s browser. This capability allows agents to transition a customer from assisted- to self-service during a chat interaction.
  • Case information enhancement
    • Administrators can configure case information fields so that they are required to be filled in by the agent when the agent marks and interaction as done. This capability allows your business to capture critical business data for further analysis.
  • Outbound Campaign enhancement
    • Support for Predictive and Progressive ASM (Active Switching Matrix) mode. ASM enhances the capability of Outbound Campaign Predictive and Progressive modes by reserving the agent before the call is connected. This mode allows the agent to be connected with the customer as soon as the customer answers the call.
  • Knowledge Center enhancements
    • Agents are now informed if certain knowledge articles are new or recently modified.
    • Corrected search result. Agents might incorrectly spell certain word(s) when searching for knowledge articles. When this happens, the application returns results based upon the corrected spelling of those words.
  • Miscellaneous enhancements
    • User feedback. Agents now have the capability to provide feedback when they encounter a problem with the application. The application automatically submits the browser log for further processing.
    • Automated feedback. Occasionally the application might experience disconnection from the backend servers. If this occurs, a browser log is automatically collected. Agents are asked if they want to submit the collected information when application re-establishes connection.
    • Application rebranding support. You can now configure the application to display a custom company logo instead of the default Genesys branding.

The following new features were introduced in the 8.5.201.18 release:

  • Chat enhancement
    • Click-to-dial and click-to-email from the chat transcript. During a chat session, your customer might request to be called at specific number or receive content by email while continuing with the chat session. This feature allows the agent to click on the provided information to start an outgoing call and/or email to the customer.
  • Interaction history search
    • Interaction history quick search: This new feature allows an agent to perform keyword searches of customer’s (contact's) and the agent’s own interaction history.
    • Quick search enables agents to search for interactions using keywords within the details of an interaction, such as the chat transcript, email body, email subject, interaction note, and other interaction attributes.
  • Team Communicator enhancement
    • Target agent detail state. When an agent searches for another agent in the Team Communicator, he or she will be able to see the target agent’s detail state such as Ready, Busy, Not Ready, Not Ready reason, and Logged Off. The former Available and Unavailable states are now obsolete.
  • Knowledge Center enhancement
    • 5-stars content rating. Agent now have the option to apply a rating (range between 1 and 5 stars) to the contents that they view in Workspace.
    • Agent authoring privilege configuration option that provides system administrators with the ability to configure which agents are permitted to author new drafts of content from within Workspace.
  • Facebook private message
    • Your customers can now communicate privately with your agents using the Facebook Private Message capability. These messages are not visible to others not involved in the conversation.
  • Voice enhancement
    • A conference call could involve multiple external parties during a conversation. System administrators can now configure the system to automatically disconnect all remaining external parties when the last agent departs the conference call.
  • Updated support for French (Canada), French (France), German, Japanese, Portuguese (Brazilian), and Spanish languages.

The following new features were introduced in the 8.5.201.09 release:

  • Agent state supervision
    • Supervisors in real-time can view and update the status of their agents. Supervisors can change an agent's readiness state and, if necessary, logoff an agent from all media channels.
    • These capabilities allow supervisors to prevent interactions from being routed to agents who have left the workstation without properly exiting the application or changing their readiness state.
  • Voice supervision enhancement
    • Supervisors can begin silent monitoring or coaching of calls already in progress. This capability allows supervisors to assist agents that need immediate help with an in-progress customer interaction.
  • Knowledge Center enhancements
    • Federated search — An option to deliver answers from multiple knowledge bases using a single search query
    • Enable agents to add comments to content — Agents have the option to add comments to documents and FAQs. The comments may be viewed by the Knowledge Administrator.
    • Agent flagging content as favorite — Agents may tag documents and FAQs as a favorite for easy future retrieval
    • My Document view — A new tab to view the specific documents and FAQs that the agent authored
  • Last agent routing support
    • Workspace can be configured to record the last agent who communicated with the customer. This capability ensures that future interactions can be routed to the same agent to maintain the continuity of the conversation.
  • Security improvement
    • Inactivity timeout. You can now configure Workspace to automatically logout the agent after a period of inactivity.
  • Updated support for French (Canada), French (France), German, Japanese, Portuguese (Brazilian), and Spanish languages.
Important
The following versions are restricted; however, the features included in these versions are available in the 8.5.201.09 General (Under Shipping Control) release.

The following new features were introduced in the 8.5.200.96 release:

  • Omnichannel media escalation
    • Ability for agents to add other communication channels to the conversation during a customer interaction. For example, during a web chat interaction, an agent may add voice to the conversation at the customer’s request.
  • Internal Instant Messaging (IM)
    • Ability for agents to use Instant Messaging to communicate internally with other users.
    • Instant Messages can be initiated directly as standalone interactions or during an interaction with a customer, as an alternative way of consulting with other users without interrupting the interaction.
    • If used for consultation purposes, agents can transfer or conference the interaction to the consulted party.
  • WebRTC soft endpoint for voice (Browser Communications)
    • Chrome browser users can now use the web browser’s real-time communication (WebRTC) capabilities for voice. This capability eliminates the need to have a physical phone. Agents can plug a USB headset into a workstation to handle voice calls.
    • Standard set of call controls are supported, including DTMF for navigating IVR applications and mute capabilities.
    • Ring tone sounds when call arrives.
    • Real-time monitoring of call audio quality with an interface to let a user provide a quality rating and, if necessary, perform a diagnostic.
  • Voice enhancements
    • A timer for call hold and ended states is now displayed. System Administrators can set the threshold for warning agents when a call is on hold for too long.
    • System administrators can now prevent agents from directly dialing another user’s extension when making, transferring, or conferencing a call.
  • Knowledge Center enhancements
    • Agents may now view Knowledge Center content in rich text format, including text that has larger or smaller fonts or has bold or italics face.
    • When documents are attached to content in Knowledge Center, it is now possible for an agent to view these attachments.
    • When an agent indicates that the content that has been returned as part of a search is not useful, agents can now include comments or feedback regarding the experience.
  • Outbound campaign enhancement
    • For Preview campaigns, Workspace now checks in real-time the Do-Not-Call list prior to dialing the provided phone number.

The following new features were introduced in the 8.5.200.86 release:

  • Facebook improvements
    • Facebook support includes much improved user interface and additional functional capabilities
      • Post status update
      • Ability to ‘Like’/’Unlike’ post/comment
      • Place in workbin and retrieval from workbin
      • Insert standard response in reply comment
  • Twitter improvements
    • Twitter support includes much improved user interface and additional functional capabilities
      • Post unsolicited tweet
      • Reply by direct message
      • Retweet and quote tweet
      • Flag tweet as favorite
      • Follow/unfollow tweet author
      • Place in workbin and retrieval from workbin
      • Insert standard response in reply tweet
  • Email enhancements
    • Ability for agent to forward (To and Cc) inbound email to one or multiple external recipients who are not using Genesys Email. Agent can add additional comment prior to forwarding when needed.
  • Email supervision
    • To ensure outgoing emails are of consistent quality, certain emails from agents to customers are selected by the system to be reviewed by a supervisor before being released by the system. These emails can be routed to an available supervisor in real-time or to a supervisor’s workbin.
    • During the review, supervisors can approve or reject emails sent by agents to customers. Supervisor can make minor edits when approving or provide comments to the sending agent when rejecting an email.
  • Agent workbin and interaction queue supervision enhancements
    • Ability to perform actions on multiple selected items
    • Ability to update case information of selected item(s)
  • Integration enhancements
    • Ability to screen pop a 3rd party application using post message mechanism with supporting data
    • Allow a 3rd party application to control Workspace call recording control
    • Allow a 3rd party application to update case data information when needed
    • Ability to screen pop a 3rd party application in a separate browser window
    • Ability to screen pop multiple 3rd party applications within a Workspace interaction window
  • Miscellaneous enhancements
    • Workspace can now play audio tones for various events, such as the ringing event.
  • Updated support for French (Canada), French (France), German, Japanese, Portuguese (Brazilian), and Spanish languages.

The following new features were introduced in the 8.5.200.76 release:

  • Supervision of agent workbins and interaction queues.
    • Capability for supervisors to view email interactions within interaction queues and their agent’s personal workbins
    • Ability to select individual interactions from an agent’s personal workbin and move it to another agent’s workbin or interaction queue
    • Ability to select individual interactions from an interaction queue and move it to another agent’s workbin or interaction queue
    • Mark selected interactions as Done
    • Delete an agent’s draft email
  • Web Engagement support
    • Genesys Web Engagement provides the ability to monitor, identify, and proactively engage web visitors in conversations that match business objectives with options to engage with contact center specialists through various channels (for example via Chat).
    • Display the page where the chat engagement started as well as the current page that the customer is viewing
    • Ability to view customer’s entire web activity history organized by Page Titles, Timestamps, Durations and Category tags
    • Selecting any web activity allows agents to view the actual web page to get valuable context required to handle customer inquiries
  • Co-browse support
    • Genesys Co-browse allows agents in real-time to help customers browse and navigate your website, while maintaining communication with the customer via Chat or other channels.
    • Multiple browse modes available:
      • Pointer mode allows agents to point to certain locations of the web page using a highlighted pointer
      • Read-Write mode allows agents to click on links to navigate pages, including typing the page URL in the address bar
      • By default agents participate in Pointer mode with the ability to request Read-Write mode from the customer
    • Adheres to restrictions enforced by administrators, such as viewing or filling certain customer sensitive data fields and submitting forms
  • Knowledge Center support
    • Adds a knowledge management system that provides consistent content articles to users for both self- and agent-assisted touch points
    • Ability for agent to view customer history with Knowledge Center contents
      • Filtering of web history by timeline and event type
      • Filtering of history by timeline
      • Choose from current session or whole interaction with the customer
    • Ability to ask question and receive answers
    • Suggest answer(s) for the question when no answer was found
    • Insert content of the article to the email/chat response to customer
    • Ability to leave feedback
  • Team Communicator enhancement
    • Display number of available agents for agent groups
  • Other enhancements
    • Third party application click-to-dial integration support
    • Ability for agent to select caller identification when placing consultation, transfer, and conference calls to external parties
  • Support for Internet Explorer 11
  • Support for French (Canada), French (France), German, Japanese, Portuguese (Brazilian), and Spanish languages

The following new features were introduced in the 8.5.200.64 release:

  • Web Chat supervision
    • Supervisors can now monitor, coach, and barge-in interaction between agent and contacts.
    • Supervisors can switch between various supervision modes (monitor, coach, and barge-in).
  • Outbound Call Campaign enhancement
    • Ability to reschedule personal and campaign callback for all outbound campaign call modes (preview, predictive, and progressive)
  • Contact center statistic enhancements
    • Ability to display agent group and virtual agent group statistics
    • Ability to display virtual queue statistics
    • Ability to display queue group statistics
  • Team Communicator enhancements
    • Ability for agents to create personal favorite quick dial list
    • For corporate favorite quick dial list definition, it is now possible to specify additional attached data that can be leveraged by other business processes and/or routing strategies.

The following new features were introduced in the 8.5.200.56 release:

  • Genesys SIP Voicemail
    • Notify user of non-retrieved voicemail
    • Support for personal and group voicemail boxes
    • Click-to-dial voicemail box with DTMF support
  • Contact management enhancements
    • Some interactions might arrive with incorrect or missing contact information. This release adds the ability to search for an existing contact record in the contact database and associate it to the current in-progress interaction.
    • In some cases, the contact record does not exist in the contact database. This release adds the ability to create a new contact record and associate it to the current in-progress interaction.
  • Agent state enhancements
    • Ability to configure Workspace to immediately change the agent state from After Call Work (ACW) to the prior state when an agent marks a voice interaction as Done.
    • Improve usability by allowing an agent to extend the After Call Work state with a single click.
  • Team communicator enhancements
    • Retains both the inbound and outbound voice call history, differentiating missed versus answered inbound calls. The call history icon is enhanced to notify the agent of missed calls.
  • Other
    • Enhancement to manual caller ID selection. This release adds the ability for the system administrator to grant agents the ability to select an anonymous caller ID.

The following new features were introduced in the 8.5.200.50 release:

  • Inbound and outbound Voice
    • View and update contact profile information
    • View contact interaction history and details during voice interaction
    • Save voice interaction to contact’s interaction history
    • Save interaction note to contact’s interaction history
  • My History enhancements
    • A new module allowing agents to view their historical customer interactions
  • Web Chat enhancements
    • Ability to select agent group, skill, interaction queue, and route point for web chat consultation
    • Ability to select agent group, skill, interaction queue, and route point for web chat conference
  • Team Communicator
    • Option to prevent users from making external calls
  • Other
    • Ability to select user interface language display preference during login
    • Support Genesys Interaction Recording screen recording client authentication

The following new features were introduced in the 8.5.200.42 release:

  • Outbound call campaign
    • View listing of call campaigns which are assigned to the agent
    • Notification of campaign loaded, start, and stopped
    • Support for Outbound Campaign pull preview mode
      • Retrieve call record from start notification, campaign listing, and at completion of a previous call
      • View list record attributes prior to and during a call
      • Decline a preview record prior to placing the call with selection of how the record is to be treated
      • Click to dial the provided phone number, with the ability to select an alternate number (if available) during the preview phase
      • Standard voice call control when a call is successfully made
      • Flag a record as Do Not Call
      • Call result and interaction disposition
      • Request next record, stop, and resume retrieval of a preview record
  • Web Chat enhancements
    • Chat conference with other target agents
    • Consult with other target agents using web chat media
    • Two-step transfer and conference with other target agents
  • Team Communicator enhancement
    • Transfer eServices media to an interaction queue object

The following new features were introduced in the 8.5.200.35 release:

  • Introducing a new, modern user interface style
    • New color and icons
    • Larger icon and button size on the toolbar to improve usability of most frequent user actions
    • Genesys branding and logo has been added
  • Outbound call campaign
    • Support for predictive and progressive outbound dialing modes
    • View Outbound Campaign list record attributes
    • Standard voice Call Control
    • Flag record as Do Not Call
    • Provide call result and interaction disposition

The following new features were introduced in the 8.5.200.27 release:

  • Configuration and display of Disposition codes in a folder hierarchy by classifying values in folders on the related Business Attribute.
  • Disposition code keyword search
  • Ability to write interaction notes without a Universal Contact Server (UCS). When configured, a note panel can be used by the agent during a call.
  • Support Cisco Unified Communications Manager

The following new features were introduced in the 8.5.200.18 release:

  • Caller ID — An agent can select a Caller ID number when making a call
  • Single Sign On (SSO) using Security Assertion Markup Language (SAML)
  • Change Device on Login — Agent can change the device number during login
  • Select Queue on Login — Agent can select a queue during login
  • Edit Place on Login — Agent can specify place during login
  • Browser support
    • Firefox 15+

Web Services API

The following new features were introduced in the 8.5.202.34 release:

  • Support for monitoring of calls distributed from a route point.
  • Enhancements to the Service API for retrieving the GWS Configuration and Configuration Changes.
  • Agent Cleanup Timeout is now configurable.
  • Requests from GWS client to EndContactCenterSession now execute ForceLogout on Interaction Server to clean up any 'stuck' agent sessions.

The following new features were introduced in the 8.5.202.23 release:

  • GWS API now support additional Opt-In filtering options when retrieving objects to provide better results.
  • GWS API allows retrieval of key system metrics for troubleshooting and diagnostics.

The following new features were introduced in the 8.5.202.04 release:

  • Support for accessing statistics for workbins by type and by agent.
  • Support for broadcasting and receiving custom parameters when removing a participant from a conference.
  • A new parameter, dynamicPhoneNumber, was added to the StartContactCenterSession request to specify an alternate phone number for the duration of agent login session.
  • HTTP Security enhancements:
    • Transparent HTTPS Redirection
    • Support for X-Content-Type-Options and X-XSS-Protection responses
    • Support for X-Frame-Options HTTP header field
    • Support for Secure Flag for Session Cookies.

The following new features were introduced in the 8.5.201.84 release:

  • Web Services and Applications is publishing a formal blueprint for multi-data center deployments. New deployments across multiple data centers must follow this blueprint for best supportability, and existing deployments across multiple data centers should be reviewed to see if they are consistent with the blueprint.
  • The AfterCallWork operation has been extended with the optional WrapUpTime parameter. This parameter is passed to T-Server extensions to change or cancel agent wrap-up time.

The following new features were introduced in the 8.5.201.76 release:

  • Support of workmode parameter (manual-in or auto-in) in the “StartContactCenterSession” and “Ready” Voice API operations, for optimized experience for agents on an Avaya switch.

The following new features were introduced in the 8.5.201.68 release:

  • Requests for configuration objects can optionally return the path of the object, and the Database ID (DBID) of the parent folder.
  • Streamlined login for an agent to a third-party switch without requiring log in from a physical phone.
  • Extends use of custom properties in the Standard Response Library down to the agent level.
  • The underscore character ("_") is now recognized as a tokenizer in Team Communicator searches for agent, agent group, virtual agent group, interaction queue, routing point, and skill targets.

The following new features were introduced in the 8.5.201.61 release:

  • Cassandra authentication is now supported. Login credentials can be specified in configuration.
  • Passwords can now be encrypted in the configuration file.
  • Interaction Server N+1 high availability architecture support.
  • Interaction Server UserEvents support.

The following new features were introduced in the 8.5.201.50 release:

  • Web Services API now supports HTTP Strict Transport Security (HSTS)
  • Web Services API now supports multiple SIP Server environment deployed across different sites
  • SMS Session API support

The following new features were introduced in the 8.5.201.41 release:

  • Genesys Web Services now supports Cassandra 2.2
This feature is described in the Web Services and Applications Deployment Guide in the following two topics:
  • eServices Chat API now supports file transfers
This feature is described in the Web Services and Applications API Reference in the following topics:
  • eServices API now supports cancelling a consulted chat while it is in queue
This feature is described in the Web Services and Applications API Reference in the following topic:

The following new features were introduced in the 8.5.201.29 release:

  • Web Services API Server now supports Java 8.
  • Muting and unmuting a participant in a conference is now supported in the Web Services API.
  • Shared Workbin support has been added to the eServices API. Agent groups and place groups can subscribe, unsubscribe, add, and remove content for shared workbins.
  • Replys from email history is now supported in eServices API.

The following new features were introduced in the 8.5.201.18 release:

  • The new Interaction History API provides the ability to retrieve interaction history for agents or contact. For example, chat interaction history.
  • The ClearCAll API has been added to the Voice APIs to provide the ability to end a conference call for all parties when one party leaves the conference.
  • Genesys Web Services is now deployable as a .JAR file with Jetty 9 embedded.

The following new features were introduced in the 8.5.201.09 release:

  • SAML authentication now supports the CfgPerson External User ID field.
  • SAML requests now support a token as the RelayState instead of URLs.
  • Ability to update the contact attribute with last routed agent information in Universal Contact Server (UCS).
  • Support updates to contact history for Open Media and workitems.
  • Chat API now supports sending and receiving custom notice types.
Important
The following versions are restricted; however, the features included in these versions are available in the 8.5.201.09 General (Under Shipping Control) release.

The following new features were introduced in the 8.5.200.96 release:

  • Place Management API—Support for managing the relationship between places and agent groups from the configuration framework
  • Contacts API support for filtering user contacts by agent groups
  • eServices
    • API support for the open media channel
    • API support for Facebook Private Messaging

The following new features were introduced in the 8.5.200.86 release:

  • Support for signature generation and verification settings in SAML configuration
  • Voice API exposes the ConnectionID Tlib attribute in the call resource and the Extensions Tlib attribute in the CallStateChangeMessage event.
  • Support API to unlock accounts which are locked out by security authentication rules
  • eServices
    • API support for typing preview

The following new features were introduced in the 8.5.200.76 release:

  • eServices (Chat, Email, Standard Responses)
    • Facebook API – support for Facebook features
  • Outbound API – including predictive and progressive modes for outbound calling
  • Support chat queue in create customer chat request

The following new features were introduced in the 8.5.200.64 release:

  • Low-level Platform Configuration API
  • Agent Profile API
  • Location attribute for call-initiating operations
  • Virtual Queue, Agent Group, Queue Group Statistics
  • eServices (Chat, Email, Standard Responses)
  • Support for agent-to-agent chat in the IM Session API
  • Improved Twitter API version 2

The following new features were introduced in the 8.5.200.56 release:

  • eServices (Chat, Email, Standard Responses)
    • Supervisor Workbin APIs
    • Supervisor Queue APIs

The following new features were introduced in the 8.5.200.42 release:

  • eServices (Chat, Email, Standard Responses)
    • Queues
    • Skills Stats for eServices

The following new features were introduced in the 8.5.200.35 release:

  • eServices (Chat, Email, Standard Responses)
    • Agent Statistics for eServices

The following new features were introduced in the 8.5.200.27 release:

  • Agent Group Support
  • Support pagination, filtering, sorting, and search for contacts
  • Hierarchical Dispositions API
  • eServices (Chat, Email, Standard Responses)
    • Workbins API version 2 for individual workbins
    • Workitems API version 2
    • Supervisor functionality for chat
    • Customer-facing Chat API

The following new features were introduced in the 8.5.200.18 release:

  • Preview Voice Interaction
  • Voice Interaction Preview broadcast support
  • Proxy support for Configuration Server
  • Transport Layer Security (TLS) between Genesys Web Services and Configuration Server
  • Transport Layer Security (TLS) between Genesys Web Services and Cassandra, and between Cassandra nodes.
  • SAML support
  • eServices (Chat, Email, Standard Responses)
    • Email API version 2
    • Chat API version 2
    • Consult API for Chat
    • Standard Responses API version 2
    • Standard Responses List favorites
  • Support Cisco Unified Communication Manager and Cisco Call Manager IP PBX

CRM Gplus Adapters

The following new features were introduced in the 8.5.202.34 release:

  • The Adapter now provides Keep Alive feature, to ensure the Salesforce application timeout doesn't prevent the Adapter from processing all interactions. You can configure this feature by using the option salesforce.keep-session-alive.
  • Workspace Web Edition deployed as an embedded application in Salesforce Lightning Experience supports the following:
    • Genesys Web Chat
      • Storing Chat transcripts in the Salesforce custom activity field.
    • Genesys Open Media
      • Screen pop on Invite, Accept, and Transfer of Open Media interactions.
      • Activity tracking for Open Media interactions on mark done.
  • Workspace Web Edition deployed as an embedded application in Salesforce Console supports the following:

The following new features were introduced in the 8.5.202.23 release:

  • Workspace Web Edition deployed as an embedded application in Salesforce Lightning Experience supports the following:
    • Genesys Outbound Campaign
      • Screen pop for Pull Preview and Push Preview.
      • Activity tracking for Outbound calls established through both the Pull Preview and Push Preview modes.
  • Workspace Web Edition deployed as an embedded application in Salesforce Console supports the following:
    • Screen pop on Event Invite for Genesys Chat and Genesys Email events.
    • The current Salesforce object attached to the voice transfer event is available on the screen pop on the receiving Agent's desktop although the screen pop for internal call is disabled.

The following new features were introduced in the 8.5.202.04 release:

  • Participants drop down in an active call allows the agent to redial the party that has hung up the call. This feature requires Genesys Universal Contact Server to retrieve the contact information. Note: Genesys Interaction Recording is currently not supported when using this feature.
  • The Adapter will now send notifications to the Statistics icon whenever the configured statistic in Contact Center Statistic gets updated. You can configure the required statistic using the new configuration options statistics.badge-statistics and statistics.badge-resource.

Gplus Adapter for Salesforce

The following new features were introduced in the 8.5.202.04 release:

  • Workspace Web Edition deployed as an embedded agent desktop in Salesforce Lightning Experience supports the following:
    • Single Sign On (SSO) with the configuration of SAML2 in Genesys Web Services.
    • Saving the Salesforce object id, object type, and object name of the current record in Genesys user data fields for voice, email and chat interactions upon marking done on the interaction.
    • Genesys Email
      • Associating Email interactions with Genesys Universal Contact Server (UCS) contacts and creating entries in the interaction history with disposition and notes.
      • Screen Pop:
        • Displaying screen pop for Email Invitation and Email Acceptance.
        • Passing data field as a search expression.
      • Activity Tracking:
        • Logging the Salesforce Activity for each email upon mark done.
        • Storing the email body as part of Activity description.
        • Specifying the format and data fields saved in the subject field of the Salesforce Activity by using custom templates.

Gplus Adapter for Salesforce

The following new features were introduced in the 8.5.201.92 release:

  • Support for Microsoft Edge on Windows 10. Note: Genesys Interaction Recording feature is not currently supported.
  • Workspace Web Edition deployed as an embedded agent desktop in Salesforce Console supports the following:
    • Mapping Genesys case or user data to the Salesforce Activity custom fields.
    • Microsoft Edge on Windows 10. Note: Genesys Interaction Recording and Single Sign-On features are not currently supported.
  • Workspace Web Edition deployed as an embedded agent desktop in Salesforce Lightning Experience supports the following:
    • Microsoft Edge on Windows 10.
    • Associating Voice interactions with Genesys Universal Contact Server (UCS) contacts and creating entries in the interaction history with disposition and notes.
    • Mapping Genesys case or user data to Salesforce Activity custom fields.
    • Genesys Web Chat:
      • Associating Web Chat interactions with UCS where the interaction history is provided with disposition and notes.
      • Screen Pop:
        • Displaying screen pop for Chat Invitation and Chat Acceptance.
        • Passing data field as a search expression.
        • Passing transfer object key for screen pop on transfers.
      • Activity Tracking:
        • Logging the Salesforce Activity for each chat upon mark done.
        • Logging the Salesforce Activity for chat transfer, conference, and consultation activities.
        • Specifying the format and data fields saved in the subject field of the Salesforce Activity by using custom templates.

The following new features were introduced in the 8.5.201.84 release:

  • The Adapter is rebranded to reflect the new Genesys logo
  • The Statistics button can now be configured to show in the Adapter footer. This feature allows direct access to Call Center Statistics.
  • The default view on the Adapter can now be configured to show either the phone dial pad or the Contact Center Statistics view.
  • Workspace Web Edition is deployed as an embedded agent desktop in Salesforce Lightning Experience (currently available for Voice only) and supports the following:
    • Setting up the adapter with Salesforce Lightning Experience
    • Outbound click-to-dial on any Salesforce Phone field
    • Screen Pop:
      • Screenpop for Ringing and Established Event
      • Ability to turn on/off ANI as a search key
      • Ability to pass data field as a search expression
      • Passing transfer object key for screenpop on transfers
    • Activity Tracking:
      • Logging the Salesforce Activity History for each voice call upon mark done
      • Specifying what the adapter saves in the subject field of the Salesforce activity by using custom templates
    • Free Seating:
      • Free seating when the following are configured as true: login.prompt-place, login.voice.prompt-dn-less-phone-number
      • Login with queue when login.voice.prompt.queue is true
      • A list of queues to choose from when login.voice.list-available-queues is configured

    The following new features were introduced in the 8.5.201.76 release:

    • When enabled, the Contact Center Statistic View in the Report menu now opens showing all statistics as a full expanded list.
    • Genesys Interaction Recording Screen Recording is now supported when agents use the voice channel.

    The following new features were introduced in the 8.5.201.68 release:

    • When a voice call is put on hold, the Adapter starts counting the hold duration in the timer located in upper-right corner, and resets the timer when the call is retrieved from hold.
    • The Adapter now allows agents to change their password. You can enable or disable this feature with the privilege.password.can-change configuration option.
    • Adapter for Salesforce browser support:
      • Firefox version 45+
      • Google Chrome version 54+
    • Workspace Web Edition deployed as an embedded agent desktop in Salesforce console:
      • When sending new outbound email, the Adapter will create a Salesforce contact activity history after agent clicks on send
      • Genesys Interaction Recording Screen Recording is now supported when agents use the Adapter voice channel.
      • Browser support:
        • Firefox version 45+
        • Google Chrome version 54+

    The following new features were introduced in the 8.5.201.41 release:

    • The Adapter now supports Workspace Web Service Client API. The Service Client API can be used to extend customization using Salesforce Apex Codes.
    This feature is described in the Workspace Web Edition Developer's Guide and API Reference in the following topic:
    • In Salesforce console mode the Adapter can be configured to provide a drop-down menu in the Interaction Details screen to link to Salesforce open tabs or sub-tabs. Agents can use this trail to link activity history to a specific Salesforce tab.
    This feature is described in the Web Services and Applications Configuration Guide in the following topic:
    • Workspace Web Edition deployed as an embedded agent desktop in Salesforce console:
      • Email interactions can be configured to save Salesforce object name, object type, and object id to Genesys User Data
      • You can configure CRM Adapter to save the email body to the activity history comment field.
    These features are described in the Web Services and Applications Configuration Guide in the following topics:

    The following new features were introduced in the 8.5.201.29 release:

    • The Adapter can now be configured to associate voice interactions with Genesys Universal Contact Server (UCS) contacts and create entries in the contact history with disposition and notes.
    • Users can now create a new Genesys UCS contact in the Adapter.
    • In Salesforce console mode, the Adapter can be popped out to open in a separate browser window.
    • In Salesforce console mode, when the Adapter window is minimized and there is a Genesys server disconnect, the Adapter attempts to reconnect within 90 seconds. If the connection is not restored, the window is maximized and a message is displayed to ask users to refresh their browser windows.
    • The Adapter now shows agent name instead of extension in the call detail view.
    • For chat interactions, the Salesforce object type can be saved in Genesys attached data when chat is marked as done.
    • Workspace Web Edition deployed as an embedded agent desktop in Salesforce console:
      • In Workspace Web Edition mode, when the Adapter window is minimized and there is a Genesys server disconnect, the Adapter attempts to reconnect within 90 seconds. If the connection is not restored, the window is maximized and a message is displayed to ask users to refresh their browser windows.

    The following new features were introduced in the 8.5.201.18 release:

    • You can specify what the adapter saves for the subject field in the Salesforce activity by using custom templates.
    • You can attach a Salesforce object type (account, case, or contact) to Genesys user data when you mark a voice call as done.
    • Agents can submit feedback so that logs can be sent to Genesys for troubleshooting.

    Gplus Adapter for Salesforce - Workspace Web Edition Option

    • You can specify what the adapter saves for the subject field in the Salesforce activity by using custom templates.
    • You can attach a Salesforce object type (account, case, or contact) to Genesys user data when you mark a voice call as done.

    The following new features were introduced in the 8.5.201.09 release:

    • Voicemail support
      • The adapter now provides access to voicemail boxes — both personal and group/shared mailboxes.
      • The number of unread voicemail messages are displayed as a red number.
      • The total number of voicemail messages are displayed in parentheses.
      • Agents can call their voicemail boxes directly.
    • The adapter now includes a new deployment option for embedding Workspace Web Edition in Gplus Adapter for Salesforce. The deployment option provides Salesforce integration for screen pop, click-to-dial, and activity tracking, along with support for the following Workspace Web Edition features:
      • Inbound Voice
      • Outbound Voice – Preview
      • Chat
      • Email
      • Supervisor features
      • Single Sign-On using SAML 2.0
    Important
    The following versions are restricted; however, the features included in these versions are available in the 8.5.201.09 General (Under Shipping Control) release.

    The following new features were introduced in the 8.5.200.96 release:

    • Usability Enhancements
      • Support for single sign-on (SSO) using Security Assertion Markup Language (SAML) 2.0
      • When an agent logs in, the adapter sets the previously entered extension or place as the default.
      • Configurable display order for case data.
      • Ability to add, update or delete case data for Chat and Voice.
      • URLs in case data can be clicked directly to open the link (Chat and Voice).
    • Voice Enhancements
      • Team Communicator recents list can be enabled for search or re-dial.
    • Salesforce Enhancement
      • Option to turn off activity creation for specific call types (inbound, outbound, or consult).

    The following new features were introduced in the 8.5.200.86 release:

    • An agent can change his or her password when an administrator sets the “Force Password Reset on Next Login” flag on the agent's record.
    • Salesforce data can be updated into Genesys attached data when a call or chat is marked as done
    • Chat Enhancements
      • Two-step conference
      • One-step conference
      • Two-step transfer
      • Option to turn on or off saving a chat transcript in the Salesforce Task Description
      • Option to save a chat transcript in a custom Salesforce field
      • Send URL to customer in an active chat
      • Support for multiple parties in the same chat with a customer
      • Option to set in-focus page transfer, so that an agent can transfer the current record to the other agent.
    • Team Communicator Enhancements
      • Team Communicator displays the status and number of available agents for agent groups on the voice channel.
      • Agents can create personal favorites from a quick-dial list or direct-dial numbers.
    • Voice Enhancements
      • On an outbound call, an agent can pick a pre-configured caller ID.

    The following new features were introduced in the 8.5.200.76 release:

    • Chat
      • Accept/Reject, send messages, leave chat
      • Toast / Case Data
      • Customer/agent typing indicator
      • Disposition/Notes
      • Instant transfer chat
      • Multiple chats
      • Salesforce alignment
        • Screen pop
        • Activity log entry, including chat transcript
    • Inbound voice enhancements
      • Option to screen pop on EventRinging
      • Pre-filled input box with last used place
      • Keys for screen pop and search are configurable to use custom KVP
      • Option to control all outbound calls to be directed to route point
      • Call Recording controls — stop, start, pause, resume
    • Reporting — Voice
      • My Statistics
      • Queue Statistics
      • Contact Center Statistics
    • Salesforce alignment
      • Mapping user data field with custom task fields
      • In console mode, Gplus Adapter for Salesforce will pop-up if it is hidden when a call arrives
    • Support for Internet Explorer 10 and 11
    • Configurable options to:
      • hide note and disposition fields
      • hide call recording controls if not used
      • enable or disable chat

    The following new features were introduced in the 8.5.200.64 release:

    • Updated user experience
    • Free Seating
      • Login with Place Name
      • Login with DN-less Extension (Genesys SIP only)
      • Queue entry option
      • Enabled/disabled based on configuration
    • Feedback submission
    • Team Communicator — available for dialing and transfers
      • Display agent states
      • Search to narrow list
    • Transfer/Conference targets expanded to route point, agent group, skills, corporate favorites
    • Conference participants list allowing selective drops
    • Agent status data
      • Show login time
      • Show time in current state
      • Show phone extension
    • Multiple calls support
    • Send DTMF while in call
    • Context transfer
      • Agent can enter transfer notes to alert receiving agents
      • Screen context to transfer Salesforce object
    • Browser support
      • Firefox 34+
      • Google Chrome 31+

    The following new features were introduced in the 8.5.200.50 release:

    • Support for Outbound Campaign pull preview mode
      • List of campaigns agent is assigned to and its status
      • Campaign notification: loaded, start, and stopped
      • Automatic record retrieval after previous call disposition
      • Campaign record will deliver to agent with configurable record information
      • Click-to-dial the provided phone number
      • Decline a preview record prior to placing the call with selection of how the record is to be treated
      • Standard voice call control when a call is successfully made
      • Call result and interaction disposition
      • Flag a record as Do Not Call
      • Request next record, stop, and resume retrieval of a preview record

    The following new features were introduced in the 8.5.200.42 release:

    • Switch Support
      • SIP Server
      • Avaya (Definity DLG & TSAPI)

    The following new features were introduced in the 8.5.200.35 release:

    • Integrated UI with Salesforce CRM Cloud
    • Inbound Voice Call Controls
    • Agent Status Management
    • Outbound — click-to-dial

permissions.agent-group.restrict

Section: interaction-workspace
Default Value: No default value
Valid Values: A comma-separated list of Agent Groups or Virtual Agent Groups; empty means no filtering.
Changes Take Effect: When the session is started or restarted.
Introduced: 8.5.202.23
Modified: 8.5.202.50
Related Options: permissions.agent-group.exclude

Specifies the list of agent groups or virtual agent groups that are returned for searches and statistics. Overrides the permissions.agent-group.exclude option.

Web Services and Applications

Important
  • Workspace Web Edition & Web Services was renamed to Web Services and Applications in release 8.5.201.09.
  • As of release 8.5.201.29, Web Services and Applications is no longer supported with Genesys Interaction Recording. Please refer to the new Interaction Recording Web Services replacement, as announced in the Genesys Interaction Recording 8.5.211.01 release note on June 29, 2016.
  • As of September 27, 2016, Web Services and Applications is supported by Genesys Interaction Recording in the same environment. Please refer to the new Interaction Recording release 8.5.212.03.

Web Services and Applications (formerly Workspace Web Edition & Web Services) is a set of REST APIs and user interfaces that provide a web-based client interface to access Genesys services. The following UIs are currently offered:

  • Workspace Web Edition (Check out some "How to" videos for the Agent Desktop here)
  • Gplus Adapter for Salesforce

What's New

Release Notes

Documentation

Web Services and Applications Deployment Guide

Deploy Web Services and Applications.

Web Services and Applications Configuration Guide

Configure Workspace Web Edition and Gplus Adapter for Salesforce.

Web Services and Applications Migration Guide

Upgrade Web Services and Applications.

Web Services API Reference

Use the Web Services API.

Gplus Adapter User Guide

Get information about the adapters features.

Workspace Web Edition Help

Get information about the agent interface features, including How to videos

Workspace Web Edition Developer's Guide and API Reference

Get information about customizing WWE and working with its APIs.

Product Sizing

Web Services and Applications Sizing Tool

Download this tool to evaluate the resource utilization for Web Services and Applications and to make the proper hardware choice.

International Help

Videos


More Release Information


This page was last modified on January 27, 2017, at 17:19.