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8.5.2New

{{{{{TMPL8}}} |Release=8.5.2 |Draft=

Workspace Web Edition

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
    • Agents can now 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

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
  • 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 Config 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 v2
    • Chat API v2
    • Consult API for Chat
    • Standard Responses API V2
    • Standard Responses List favorites
  • Support Cisco Unified Communication Manager and Cisco Call Manager IP PBX

CRM Gplus Adapters

Gplus Adapter for Salesforce

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+, running on Windows and OS X 7+
    • Google Chrome 31+, running on Windows and OS X7+

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

Gplus Adapter for Oracle Service Cloud

The following new features were introduced in the 8.5.200.03 release:

  • Inbound Voice
    • Standard Voice Call Controls
      • Call Preview with Attached Data Key Value Pairs
      • Accept/Reject Call
      • Release Call
      • Hold/Retrieve
      • Transfer/Consult/Conference
      • Wrap Up
      • DTMF Control
      • Dialing
    • Integrated user interface with Oracle Service Cloud
      • Screen pop to Service Cloud Object
      • Create new RighNow Incident from Adapter Configuration
      • Show contact
      • Show multiple contacts
      • Associate contact and/or incident ID to call data
    • Agent Status Management
    • Single Sign-On Option
    • Switch Support
      • SIP Server
  • Stealth Mode for Voice
    • Use Adapter to drive screen pop in Service Cloud for external Desktop

|New=

Workspace Web Edition

  • 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+
  • 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 having to deploy Universal Contact Server (UCS). When configured, a note panel can be used by the agent during a call.
  • Support of Cisco Unified Communications Manager
  • 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
    • View listing of call campaigns which are assigned to the agent
    • Notification of campaigns loaded, started, 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 a list of 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
    • Ability to reschedule personal and campaign callback for all outbound campaign call modes (preview, predictive, and progressive)
  • 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
  • Web Chat supervision
    • Ability for supervisors to monitor, coach, and barge-in interactions between agents and contacts
    • Ability to switch between various supervision modes (monitor, coach, and barge-in)
  • Team Communicator enhancements
    • Transfer eServices media to an interaction queue object type
    • 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.
    • 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.
  • 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 to it 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.
  • 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
  • Miscellaneous
    • 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.

Web Services

  • 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
  • Agent Group Support
  • Support pagination, filtering, sorting, and search for contacts
  • Hierarchical Dispositions API
  • 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
    • Agent Statistics for eServices
    • Customer facing chat APIs
    • Queues
    • Skills Stats for eServices
    • Workbins API version 2 for individual workbins
    • Workitems API version 2
    • Supervisor functionality for chat
    • Customer facing Chat API
    • Supervisor Workbin APIs
    • Supervisor Queue APIs
    • Improved Twitter API version 2
  • Support Cisco Unified Communication Manager and Cisco Call Manager IP PBX
  • Low-level platform configuration API
  • Agent Profile API
  • Location attribute for call initiating operations
  • Virtual Queue, Agent Group, Queue Group Statistics
  • Support agent to agent chat

CRM Gplus Adapters

  • Gplus Adapter for Salesforce
    • Integrated UI with Salesforce CRM Cloud
    • Inbound Voice Call Controls
    • Switch Support
      • SIP Server
      • Avaya (Definity DLG & TSAPI)
    • Agent Status Management
    • Outbound — click-to-dial
    • 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
  • Gplus Adapter for Oracle Service Cloud
    • Inbound Voice
      • Standard Voice Call Controls
        • Call Preview with Attached Data Key Value Pairs
        • Accept/Reject Call
        • Release Call
        • Hold/Retrieve
        • Transfer/Consult/Conference
        • Wrap Up
        • DTMF Control
        • Dialing
      • Integrated User Interface with Oracle Service Cloud
        • Screen pop to Service Cloud Object
        • Create new RighNow Incident from Adapter Configuration
        • Show contact
        • Show multiple contact
        • Associate contact and/or incident id to call data
      • Agent Status Management
      • Single Sign-On Option
      • Switch Support
        • SIP Server
    • Stealth Mode for Voice
      • Use Adapter to drive screen pop in Service Cloud for external Desktop

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