Communicate

Genesys Cloud Voice in France and the Netherlands

Genesys Cloud Voice, the 100% cloud-based solution using Genesys Telecom for phone service, is now available in France and the Netherlands. Services are provided out of the AWS EU (Ireland) region. For more information, see About Genesys Cloud Voice. 

Follow-me call forwarding

When configuring call forwarding, Genesys Cloud users can now specify up to four numbers and the sequence in which Genesys Cloud rings those numbers. For more information, see Follow-me call forwarding. This feature requires Edge and Media Tier version 1.0.0.7096 or later.

Contact center

Holiday and emergency schedules for routing configuration

Administrators and call center managers can now configure call, email, and message flow routing based on holiday schedules and emergency closings. This feature is useful for managing an organization’s interactions during planned or unplanned events. For more information, see About call routing, About inbound email flows, and About inbound message flows.

Create data tables and retrieve data from Architect flows

Administrators and contact center managers can now create data tables to store IVR configuration data, and then leverage that data in Architect to intelligently route interactions. This feature is helpful for accessing data sets larger than allowed by a Switch statement, or when combining Genesys Cloud with third-party integrations. For more information, see Work with data tables. 

Queues Activity view for agents

Agents can now view real-time statistics for queues in which they are members. This feature helps agents self-manage timing for off-queue tasks, breaks, and training by understanding real-time queue metrics. For more information, see My Queues Activity view.