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This article describes all Genesys Cloud for Microsoft Team releases. For more information, see About Genesys Cloud for Microsoft Teams.
Universal Logout for linked clients
Administrators can now enable a Universal Logout setting that synchronizes user-initiated logouts across linked clients. When enabled, logging out of one client automatically logs the user out of all other active clients. This organization-level setting helps provide a more consistent experience across embedded and integrated applications: How Universal Logout in Genesys Cloud affects embedded clients logout?
Configure WebRTC client alerting
Administrators can now configure which WebRTC client takes priority when a user is connected to multiple Genesys Cloud applications, such as CRM embedded clients, browser clients, or desktop apps. This enhancement enables organizations to define a preferred client for call handling and notifications, helping to ensure consistent session control and reduce duplicated alerts when more than one WebRTC client is active: Change your WebRTC phone settings.
Control download access for voicemail recordings
Administrators can now control download access for voicemail recordings by assigning a dedicated download permission. This update allows only authorized users to download non-ACD voicemail recordings. Users without this permission can no longer download voicemail recordings. This change helps improve data security and supports compliance by restricting access to sensitive recording data.: Access personal and group voicemail.
Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.
Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Add Genesys Cloud for Microsoft Teams app.
Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Add Genesys Cloud for Microsoft Teams app.
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.
Agents can now select ringtones for their call alerts: Configure notifications.
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.
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