On January 9, 2024, Genesys will remove the consult transfer controls from the Interaction utility window in the embedded clients, which are present when a script is loaded during a consult transfer action. Customers can continue to use the same consult transfer functions from the embedded client window.

FAQs

Am I affected?

It affects only agents who specifically use the hold and DTMF controls in the Interaction utility window that appears when a script is loaded during a consult transfer action.

In the Interaction utility window, the consult transfer controls will be removed.

What do I need to do before the removal date?

No action is required for customers. The changes are automatically deployed when the agents refresh the browser. The Genesys Cloud embedded clients integrations have been enhanced to display the consult transfer controls in the client automatically. In the Interaction utility window, the consult transfer controls will no longer be visible.

How can I prepare for this deprecation?

The agents must use the consult transfer controls, such as the DTMF from the embedded client window as shown in the following image:

For more information, see Call controls.

What if I need help or have questions?

Contact My Support.