Genesys Cloud – October 23, 2015

Communicate

Call forwarding
- Provides business users to the ability to forward their calls from the Genesys Cloud UI to a cell phone or home phone.
- Users can toggle call forwarding off or on.
- Permission based feature so it can be turned off or on by role.

Improved chat roster
- Favorite chats.
- Tabbed views for groups and people.
- New preference to sort by most recent.
Chat commands
- Quickly switch between rooms, change your presence, take a selfie, and more – all without your fingers ever leaving the keyboard.
Desktop support for native idle handling
- Detects sleep mode, screen saver, and screen lock, and automatically sets the presence to Away.

Oracle Service Cloud Data Dip Connector
- Now available in the Asia Pacific region and European Union. For more information, refer to the Release notes for the Oracle Service Cloud Data Dip Connector article.
Zendesk Data Dip Connector
- Now available in the Asia Pacific region and European Union. For more information, refer to the Release notes for the Zendesk Data Dip Connector article.
Salesforce Object Routing Connector
- Added the ability to assign skills to agents and route interactions based on these skills.
  Note: Requires use of updated handler and managed package.
- Updated handler and managed package.
- For more information, refer to the Release notes for the Salesforce Object Routing Connector article.

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Collaborate

New features and functionality

Improved chat roster

Chat commands

Quickly switch between rooms, change your presence, take a selfie, and more – all without your fingers ever leaving the keyboard.

Desktop support for native idle handling

Detects sleep mode, screen saver, and screen lock, and automatically sets the presence to Away.

Integrations

New features and functionality

Oracle Service Cloud Data Dip Connector

Now available in the Asia Pacific region and European Union. For more information, refer to the Release notes for the Oracle Service Cloud Data Dip Connector article.

Zendesk Data Dip Connector

Now available in the Asia Pacific region and European Union. For more information, refer to the Release notes for the Zendesk Data Dip Connector article.

Salesforce Object Routing Connector

Added the ability to assign skills to agents and route interactions based on these skills.
Note: Requires use of updated handler and managed package.
Updated handler and managed package.
For more information, refer to the Release notes for the Salesforce Object Routing Connector article.