Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
Updated regional feature deployment schedule now in effect
Administrators can now follow the updated Genesys Cloud regional feature deployment schedule, which takes effect with this release. The new schedule helps improve reliability and coordination across all Genesys Cloud regions. Feature releases now begin on Tuesday and complete on Friday, occurring during off hours based on each local region. The automated feature toggle schedule starts at noon ET, with the first regions beginning at 1:00 a.m. local time on Tuesday. Previously, releases began on Monday and completed by Wednesday. This update extends the schedule to provide greater operational control, reduce regional overlap, and help ensure a stable release experience across all Genesys Cloud regions.
Outbound limit alerts for voice campaigns in the Operations Console
Administrators can now receive alerts in the Operations Console when outbound dialing slows due to reaching the organization's calls per second (CPS) limit. These alerts help administrators quickly identify when CPS-related throttling affects campaign performance, so they can take timely action and reduce investigation time. Each alert includes a link to relevant documentation for further guidance.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Set post-call actions for voice calls using public APIs
Administrators can now use public API endpoints to dynamically set or clear mandatory post-call actions (MPCA) during a live voice call. This enhancement allows post-call actions (such as transferring a caller to a survey or external number), to be applied at any point in the call, not just through preconfigured IVR flows. As a result, developers and integrations can programmatically manage post-call experiences for a wider range of scenarios, including outbound and agent-initiated calls. This helps improve flexibility and automation for voice workflows.
One of the following licenses:
Improved native voice transcription accuracy for Spanish dialects
Genesys Cloud improved native voice transcription engine for Spanish dialects (es-ES, es-US). This enhancement improves voice transcription for these dialects, helping deliver more accurate and reliable transcripts. Note: This feature is available on a limited basis.
Where:
- Menu > Conversation Intelligence > Speech and Text Analytics > Speech and Text Configuration
One of the following licenses:
- Genesys Cloud 1 WEM Add-on II
- Genesys Cloud 2 WEM Add-on I
- Genesys Cloud 3
- Genesys Cloud AI Experience
- Genesys Cloud EX
Read more:
Conditional access policy support for Microsoft Entra ID
Genesys Cloud administrators can now configure conditional access policies for Microsoft Entra ID to align the Genesys Cloud desktop app with their organization's security requirements. Agents can sign in to the desktop app using their corporate Entra ID credentials, while IT administrators apply existing conditional access rules, such as those based on location, device, or user role, through Microsoft Entra ID. This enhancement supports secure, centralized authentication for organizations that standardize on Entra ID and helps ensure the desktop app operates in accordance with corporate access policies.
One of the following licenses:
- All licenses include this feature.
Read more:
Send group voicemail notifications to the group email address
Group administrators can now send group voicemail notifications directly to the group voicemail email address instead of or in addition to the members' individual email addresses. Members of a group can listen to voicemails sent to a shared email address without the need to dial in or use a separate system. This option bridges traditional voicemail notifications with the convenience of group email, ensuring that everyone stays informed and connected.
One of the following licenses:
- Communicate
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
Read more:
Add standalone phones to groups for group ring
Administrators can now include standalone phones in groups for group ring. This update allows phones placed in shared locations, such as warehouses or common areas, to ring alongside user devices when a group call is received. Adding standalone phones to groups for group ring helps improve accessibility and flexibility for teams that rely on shared phones, making it easier for employees to answer calls from any location within a facility. Note: This feature is available on a limited basis.
One of the following licenses:
- All licenses include this feature.
Read more:
Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration
In bring-your-own-key (BYOK) scenarios for managing recording encryption in the organization via local key management (LKM), organization administrators can now retrieve the IP addresses used by Genesys Cloud to contact LKM, via the API endpoint GET /api/v2/ipranges. Having such IP addresses allow organizations to setup IP-based access restrictions in their LKM integration, minimizing API exposure of their encryption keys and therefore improve security posture.
One of the following licenses:
- Genesys Cloud 1
- Genesys Cloud 2
- Genesys Cloud 3
- Genesys Cloud 4
Read more:
Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes
Genesys Cloud Voice now blocks outbound calls to designated high-cost premium-rate numbers and abbreviated dialing codes. This change helps reduce exposure to fraudulent or unexpectedly high-cost calls.
One of the following licenses:
- All licenses include this feature.
Read more:
Note:
- Genesys Cloud enables features for release starting on Monday and completing by the end of the day Thursday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
- Some features may require an integration add-on.
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