Beta opportunity: Queue-required outbound calling in Genesys Cloud
We're launching a beta for updated outbound calling behavior in Genesys Cloud that helps ensure non-emergency outbound calls are placed with the appropriate queue context. Once the beta functionality is fully activated in a customer tenant, users will not be able to make non-emergency outbound calls without a queue unless they retain the relevant Communicate call permission. Admins may see these permissions exposed in the Admin UI before the telephony behavior is fully active, giving teams time to stage role changes for the right user cohorts without disrupting users who still need the existing functionality.
This beta introduces a new Communicate dialpad experience for users who are required to place outbound calls from a queue. For non-emergency numbers, the dialpad will clearly indicate that users need to use Agent Workspace for non-emergency calls. Validated emergency numbers remain available directly from Communicate: when a number matches the user's Site emergency number plan, the call button is enabled and the emergency call path remains available.
Emergency calling behavior is configured through Site emergency number plans. A Genesys Cloud user's phone, such as WebRTC or a remote phone, is associated with a Site, and that Site's emergency number plan determines which numbers can be dialed without requiring a queue. The attached quick start guide walks through the user permission model, the new Communicate dialpad experience, emergency number plan configuration, and the click-to-dial workflow.
For click-to-dial scenarios, first-time users will see a modal explaining that the call will continue in Agent Workspace, where a queue is required before the outbound call is made. To reduce clicks, admins can also enable the "Prepopulate queue field with last used queue" preference so click-to-dial calls in the Genesys Cloud native web and desktop UI can automatically use the user's last queue. Agent Workspace will still open, but users will not need to manually define the queue before the call is placed.
To participate in the beta, please sign up here: Queue-required outbound calling beta sign-up.
#BetaAnnouncement#BetaUpdate------------------------------
Jason
Senior Manager, Product Management
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