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}}

New in 9.0.111.31

Intelligent Automation now supports direct audio streaming to Google Dialogflow Essentials using Nexus, GWS, and Google Dialogflow. A new Natural Language Audio Streaming Menu microapp has been included to support audio streaming.
The Groovy script execution in Script Blocks and the getRemoteHttpData method are optimized to use the connection pool feature. A new option, Script.RemoteHttpClient.connectTimeout is added to configure the connection timeout value.
Intelligent Automation now allows configuring the Menu Controller VXML options from the UI instead of configuring them in the fish.properties file.
To support localization, the database schema and the column sizes in the tables have been enhanced.
Intelligent Automation supports high availability (N+1) chat servers.
Intelligent Automation now supports masking user input entries in Visual IVR applications. If the Confidential Mode setting is enabled, Visual IVR masks the strings instead of displaying the actual information. This setting does not mask the currencies, dates, numbers, and phone number grammar types.

New in 9.0.110.23

A new server setting, GoogleASR.NBestValue.ConfidenceScoreBased is introduced to pick the N-Best best results based on the confidence score. Previously, only the first entry in the list was chosen.
A new server setting, VoiceXML.SSML.Play.DynamicSSML is introduced to control Dynamic Speech Synthesis Markup Language (SSML) playback with variables. SSML playback from GIA Prompts and NLM (Natural Language Menu) responses are supported. When this flag is set to true, Genesys Voice Platform (GVP) interprets the SSML tags available in a variable. Previously, GVP played the SSML values present in a variable as a string value.
Intelligent Automation now supports Enhanced ASR (Advanced Speech Recognition) properties to support Google Speech Recognizers. Two new Voice UI (VUI) preference options, google_use_enhanced and google_use_model_type are introduced to configure the Enhanced ASR properties.
Intelligent Automation now supports single utterance properties to support Google Speech Recognizers. A new VUI preference option, single_word_utterance is introduced to configure the single utterance option.
Question blocks now support the YMD, DMY, and MDY date formats.
The size of the cti_fields field in the calls and historical_calls tables of the Fish Reports database is increased from 1000 to 2000 characters.

New in 9.0.109.06

The Tomcat version has been upgraded from 9.0.27 to 9.0.37.

New in 9.0.109.03

The Tomcat Session ID can now be included in the Tomcat logs (localhost_access_log.xxxxxxx.txt) by adding the regex pattern, %S to the existing list of patterns: pattern="%h %l %u %t %r %s %S %b %T %{CallId}s".

New in 9.0.109.00

The createNativePrompt method has been enhanced to support an optional parameter (JSON) to supply Rich Media related key-value pairs in the structured transcript message. This allows IA to send Rich Media UI-related properties to be sent to Chat clients. See Adding custom rich media for more information.
The fish-cbp plugin now supports using proxy servers to communicate with IA servers. See Using Bots from more information.

New in 9.0.107.00

Intelligent Automation now supports Google Dialogflow's follow-up intents and output contexts.
Intelligent Automation now supports Microsoft Bot Framework using Direct Line v3 API.
The version number now displays on the login page.
Speech Synthesis Markup Language (SSML) pauses can now be added in increments of 50 milliseconds.
When the Debug logging is enabled, requests and responses between Genesys Dialog Engine and Google Dialogflow are now logged.
Concatenated prompt recording (CPR) packs for dynamic prompt playback, if configured, are now used even if the environment setting, VoiceXML.SSML.AlwaysUseSSML is set to true.
The Date Picker in Web IVR now supports DMY (default), MDY and YMD date formats.

New in 9.0.106.05

Multi-modal applications in IA will now check for the ORS session status before transitioning to the final vxml.jsp. This prevents IA runtime sessions from timing out while waiting for new requests.

New in 9.0.106.02

The fallback to voice on client error functionality now works properly.
Switching back to the Voice option from the Multi-modal option will no longer trigger execution of the Visual Mandatory On VUI preferences.
Browsers can now use Web IVR without requiring cookies to be set.
Additional contingency messaging is added to the VisualMessages.properties file to cover scenarios when no sessions are available.
WebIVR pages now change the location to EndSession.jsp after loading. This resolves the issue where requests made with expired sessions caused errors.
Logging has been included for multimodal sessions when a new session request is received. The logs will now include information on the validity of the session ID.
The footer buttons now display correctly in WebIVR when cookies are not enabled.

New in 9.0.106.00

The default Text Responses from Google Dialogflow can now be accessed using the NLTextResponse variable.
Session variables can now be sent to Dialog Engine or Dialogflow for slot filling purposes.
The Natural Language Menu product now displays only the first five utterances for each intent.
Intelligent Automation personas now allow selecting a TTS voice to use for both Nuance and Google TTS.
Intelligent Automation can now provide a maximum limit for the number of attempts to collect a slot value.
Intelligent Automation now allows you to use separate variables and slot names when skipping questions. Previously, the variable could only be created with the same name as the slot.
Intelligent Automation now supports Dialogflow's SmallTalk feature.
Intelligent Automation now reads the DialogFlow fulfilment messages field rather than the fulfilment text. This allows multiple messages to be returned and now supports text returned from fulfilment webhooks.
Intelligent Automation now supports fulfillment from Dialogflow.
Intelligent Automation now supports Dialogflow System Entities.
Intelligent Automation now supports the ability to pass a variable to Natural Language menu to use as the first utterance. Intelligent Automation also provides the ability to configure a path/module to use if no intent is found.

New in 9.0.105.01

Intelligent Automation now reads the Dialogflow fulfilment messages field rather than the fulfilment text. This allows multiple messages to be returned and now supports returned text from fulfilment webhooks.

New in 9.0.105.00

You can now set the length of time a HTTP connection lives in the connection pool before it is closed. This is configured by the default server setting, HttpClient.ConnectionPool.ConnectionLifetimeInSeconds. This will be useful in environments where firewalls or other systems kill idle connections without informing the client.
Intelligent Automation now supports Genesys Dialog Engine's v2 API.
Intelligent Automation now supports Google Text-To-Speech for both Genesys Engage and PureConnect voicebots.

New in 9.0.104.00

Intelligent Automation is now fully integrated with Google Dialogflow. This latest AI integration enables conversation powered by machine learning and natural language understanding to take place between customers and chat bots.
Refer to the Natural Language AI Integration page in the Intelligent Automation Help manual for more information.

Support for Windows Server 2016.

New in 9.0.103.00

Natural Language Menu modules now include an Intents List tab, which displays all Intents associated with a Dialog Engine domain. Use the Intents List tab to map each Intent to a module, and Intelligent Automation will create or update an application's callflow accordingly.
For more information, refer to the Integrating Dialog Engine page in the Intelligent Automation Deployment Guide.
Intelligent Automation now supports two types of two-factor authentication in self-service applications:
- Internal authentication - Intelligent Automation generates a code internally and delivers the code to the user's verified email address or phone number (SMS).
- External authentication - Customers use their own systems to verify a user.
For more information about this feature, refer to the Two-Factor Authentication page in the MicroApps section of the Intelligent Automation Help manual.

New in 9.0.102.00

You can now create chat personas for use in chat-based applications.
Visual elements within the user interface have been rebranded to align with the latest Genesys design standards. This includes visual enhancements to the login screen and color changes to UI elements such as buttons, toggles, menus, text fields, and icons.
These visual changes do not impact functionality.
Intelligent Automation now supports rich media in the chat channel. This includes the ability to enhance chat messages with images, videos, buttons, rich text, and hyperlinks.
Support for OpenJDK 8.
Changes to TLS support include the following:
- Intelligent Automation no longer supports SSLv2, SSLv3, or TLS 1.0 as a default supported protocol.
- Intelligent Automation now supports secure communication using only TLS 1.1 and TLS 1.2 by default.
If you require TLS 1.0 or any other configuration, you must explicitly specify it in the HttpClient.Security.SupportedProtocols default server setting. This will override the default.

New in 9.0.101.00

You can now add multiple retry and timeout prompts to Menu, Question, and Recording blocks.
You can now use TLS v1.2 connections with Genesys servers. Refer to the migration procedure in the Genesys Intelligent Automation Migration Guide for more information.
Support for Microsoft SQL Server 2016 and Microsoft SQL Server 2017 databases. See the Supported Operating Environment: Genesys Intelligent Automation page for more detailed information and a list of all supported databases.
Integration Hub processes now allow underscores in their names. Previously, using underscores in names caused an error.

New in 9.0.100.02

VoiceBots (previously known as Cognitive IVR) uses Google Cloud Speech-to-Text to improve the performance of natural-language interfaces such as Dialog Engine. VoiceBots makes it easier for callers to use spoken natural-language phrases to navigate through a Genesys Intelligent Automation application.
Important
The VoiceBots feature is currently part of the Early Adopter Program (EAP). For more information, contact Product Manager Jonathan McKenzie.
You can now use Personas with the Dynamic Menu builder product, which allows you to configure display labels for digital channels and separate lists of recognition phrases for voice channels.
Support for Microsoft SQL Server 2017 databases. See the Supported Operating Environment: Genesys Intelligent Automation page for more detailed information and a list of all supported databases.
The plugin for Bot Gateway Server now calls directly from the Bot Gateway Server driver (on Digital Messaging Server) to the Intelligent Automation VUI Server, bypassing the Intelligent Automation Messaging Server.
Connections to other Genesys servers (for example, Configuration Server or Interaction Server) now use Genesys ADDP functionality.

Genesys Intelligent Automation

Genesys Intelligent Automation, formerly known as Genesys App Automation Platform (GAAP) or SpeechStorm, is a solution that enables organizations to rapidly deploy phone self-service functionality to their customers, including intelligent call steering, for a more efficient and personalized customer experience.

Genesys Intelligent Automation provides non-technical users with a high level of control over the management and configuration of the system using a web-based interface. The system Dashboard allows business users to see at a glance how their applications are performing, as well as proactively highlighting areas for improvement, therefore avoiding potential usability issues.

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What's New

Genesys Intelligent Automation is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.