Communicate

Conversation header support for BYOC Cloud trunks

Genesys Cloud now supports conversation headers for BYOC Cloud trunks. Telephony administrators can configure the Header/Invite settings to send conversation header IDs to third-party systems in SIP signaling. Previously, Genesys Cloud supported this feature for BYOC premises trunks only. For more information, see Configure the Header/Invite settings. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

DID number port increase for Genesys Cloud Voice

Telephony administrators can now enter up to 500 DID numbers to port into Genesys Cloud Voice, using the Number management feature or the .csv file. Previously, the limit was 100. For more information, see Port DID numbers. This feature has no restriction by user or required user to access.

Contact center

Update ACD and language skills on an interaction in a queue with Routing API

Developers can now set new ACD and language skills on an interaction or remove them while the interaction waits in a queue, using one of the Routing APIs. Note that updating skills may impact forecasting and scheduling capabilities because the targeted agents change each time skills are added or removed. For more information, see /api/v2/routing/conversations/{conversationID) in Routing in the Developer Center. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Platform

Assign data tables within divisions

The access control feature now includes the ability to categorize data tables in division assignment. Divisions allow administrators to apply more granular permissions to a set of objects, giving them greater control over which users have access to view, edit, create, and delete data tables. For more information, see About access control and Access control configuration objects. This feature has no restriction by user or required user to access. 

Deprecations

Max Calls replacement for BYOC Cloud trunks

On October 27, 2021, Genesys will deprecate the Max Call implementation for BYOC Cloud trunks and replace it with an improved Max Concurrent Calls implementation. This new setting provides a more reliable solution for handling calls when the configuration specifies a limit on the number of concurrent calls. For more information, see Maximum calls setting for BYOC Cloud change. This feature has no restriction by user or required user to access.