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Voicemail, Fax Email Notifications without PII - Beta Start

  • 1.  Voicemail, Fax Email Notifications without PII - Beta Start

    GENESYS
    Posted 03-21-2022 13:20
    Edited by Matt Lawson 03-21-2022 13:49
    Hi Genesys Community!  

    We're excited to be starting a beta this week for Voicemail and Fax Email Notifications without PII!  When the feature is enabled, Administrators will have more options email notifications sent to users under Admin -> Organization Settings -> Settings:

    New Org Email Settings

    The underlying PII settings will be defaulted off for all orgs on enablement.  HIPAA-enabled orgs will have the PII toggles set to 'off' and disabled as well.  Additionally, Group-level Voicemail settings will also honor the Org-level settings.

    If you are interested in participating, please complete this form: link

    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    trey buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------


  • 2.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 03-22-2022 10:41
    Can you please clarify - with these settings, will HIPPA-enabled orgs be able to turn on email notifications for voicemail? Will voicemail recipients get an email notification message to let them know they received a voicemail message but no attached WAV file (no voicemail content)?
    Thanks,
    Mike

    ------------------------------
    Michael Kinlin
    Principal Solution Consultant
    ConvergeOne
    ------------------------------



  • 3.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    GENESYS
    Posted 03-22-2022 11:56
    Hi Michael - for most organizations, yes!  These settings will allow an Administrator to set up Voicemail and Fax emails to only contain a timestamp of receipt (no attached .WAV file for VMs, no attached .PDF file for Faxes) and a link to login to Genesys Cloud to view the received content within the application.  This configuration should be sufficient for HIPAA-enabled orgs but each customer should test and evaluate based on their own requirements to be certain.

    I hope this helps!

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 4.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 03-23-2022 12:43
    Thank you for your clarification, Trey!
    Mike

    ------------------------------
    Michael Kinlin
    Principal Solution Consultant
    ConvergeOne
    ------------------------------



  • 5.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 03-28-2022 15:41
    Hello!
    I'm following up to see what the status / timing for this BETA is. Thanks in advance for an update!
    Cheers,
    Mike

    ------------------------------
    Michael Kinlin
    Principal Solution Consultant
    ConvergeOne
    ------------------------------



  • 6.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    GENESYS
    Posted 03-28-2022 16:56
    Hi Mike - we're started Beta and I've enabled the feature for several orgs.  I received a request for ConvergeOne from Anthony Gilio this afternoon via the Community Beta HQ.  I enabled for ConvergeOne's org and emailed Anthony the information.  If you would like to be included as well please let me know.  Thanks!

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 7.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 04-15-2022 18:15
    Is the PII feature available as an API? A few of our customers use our special implementation of SMTP for their use-cases when working inside of GCX.

    ------------------------------
    Maksim Gill
    Eccentex, Inc.
    ------------------------------



  • 8.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    GENESYS
    Posted 04-18-2022 16:05
    Edited by trey buck 04-18-2022 16:26
    Hi Maksim - yes, the APIs are:

    Voicemail: /api/v2/voicemail/policy
    Fax: /api/v2/fax/settings <- this one is not currently documented but is public.  We are working to update docs.

    I hope this helps!

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 9.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 04-18-2022 16:17
    Email as well?

    ------------------------------
    Maksim Gill
    Eccentex, Inc.
    ------------------------------



  • 10.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    GENESYS
    Posted 04-19-2022 12:48
    Both of the APIs have a boolean parameter "sendEmailNotifications" that determines whether the system sends emails at all. 

    ------------------------------
    Trey Buck
    Genesys - Employees
    Senior Product Manager
    ------------------------------



  • 11.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 05-26-2022 19:10
    It would be great if we could enable/disable the notifications for an specific division.

    I have a customer who have this requirement.


  • 12.  RE: Voicemail, Fax Email Notifications without PII - Beta Start

    Posted 05-27-2022 07:32
    It would be better if this could be enabled/disabled at the agent level.  Our reps that are in the system all day taking calls don't need an email letting them know they have a voicemail as they are already in the system.

    ------------------------------
    Jason Lorden
    Independent Health Association, Inc.
    ------------------------------



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