Workforce Engagement Management

2024 Genesys CIDR expansion and firewall requirements notification

During the week of October 28, 2024 Genesys will migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.

Genesys obtained a Unified License for Virtual Network Operators (ULVNO) from the India Department of Telecommunications (DOT). This new license enables Genesys Cloud Services India Pvt. Ltd to sell contact center solutions directly in the region. This direct sales model enhances service delivery by streamlining processes for administrators and customers, and also provides a more seamless experience for customers within India.

Developers can now enable a new notification topic that triggers when outbound Web Messaging messages fail to reach users. This feature helps developers integrate with process automation, allowing them to automatically initiate Agentless Message APIs and push notifications through third-party providers. This feature benefits businesses that want to notify users through alternative channels when a message delivery fails. The notification topic helps companies react to delivery failures efficiently and reduces the likelihood of missed communications, thus improving overall customer engagement.

Administrators can now configure a customer-first callback for queues in Genesys Cloud. This feature enables the platform to place a call to the customer first before connecting the interaction to an agent. When the user is ready to speak, the system places the call to an agent and maintains the interaction's original queue position. This enhancement reduces the time spent waiting for outbound calls to connect. Instead of agents making the outbound call and waiting for the user to answer, the platform handles the dialing process. Only live interactions route to agents, which improves agent performance and enhances the overall workflow.

Administrators can now enable agents and bots to request step-up authentication during ongoing web messaging sessions, which allows a conversation that begins without authentication to transition to an authenticated session when the customer signs in to the brand's website. This feature improves transaction security by helping to ensure that sensitive interactions occur within an authenticated context and benefits transactions that require higher levels of security. Step-up authentication provides flexibility in authentication management without interrupting the flow of the conversation. Agents or bots can now guide customers through the authentication process to complete important transactions, making interactions both secure and efficient.

Sensitive data masking is now available for Dutch Netherlands (nl-NL), German Germany (de-DE), German Switzerland (de-CH), Portuguese Brazil (pt-BR), Portuguese Portugal (pt-PT), Spanish United States (es-US) and Spanish Spain (es-ES) voice interactions.

Genesys Cloud administrators can now deploy Poly/HP Edge E Series hardware phones as Genesys Cloud managed phones. This feature establishes support for the next generation of Poly IP-based SIP phones. Media tier Version 1.0.0.18140 or later is required.

Knowledge authors can now resize FAQ images and tables directly within the knowledge workbench. This feature enables knowledge authors to easily manage and customize content in their question and answer pairs.