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Transfers roadmap including new transfer APIs

  • 1.  Transfers roadmap including new transfer APIs

    Posted 01-31-2024 11:01

    Community members,

    I want to provide an update on our plans around transfer functionality.  There are a number of highly requested ideas in the ideas portal in this area which we have plans to address over time in a number of stages, starting today with the announcement in this week's release notes https://help.mypurecloud.com/releasenote/january-31-2024/ for new transfer APIs and permissions.  This is initially an API only release; more details below.

    New transfer APIs and granular transfer permissions

    The first stage in our transfer roadmap is to introduce permissions for transfers. This is tracked by a number of ideas, which have generally been merged to https://genesyscloud.ideas.aha.io/ideas/INB-I-915.  This is represented on our roadmap as 'Decompose Transfer Permissions into more granular functions'.  When implemented, administrators will be able to configure whether users can perform blind or consult transfers to any other user, any queue or any external contact.  Controlling transfers to specific queues (by schedule, media type, or by excluding/including specific queues) is not part of the scope of this feature, however this is foundational work which will allow us to progress those other features.

    Because our transfer APIs don't currently have any permissions associated, to implement this feature we've had to bring in new APIs with their own permissions.  Those new APIs and permissions will be released this week under https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 'Transfer APIs which have permissions to restrict transfers to queue, users or external contacts', and can be used by any third party transfer tools which are in use. 

    New transfer APIs:

    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/agent
    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/external
    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/agent
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/queue
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/external

    New granular transfer permissions:

    • conversation>communication>blindTransfer
    • conversation>communication>consultTransfer
    • conversation>communication>blindTransferAgent
    • conversation>communication>blindTransferQueue
    • conversation>communication>blindTransferExternal
    • conversation>communication>consultTransferAgent
    • conversation>communication>consultTransferQueue
    • conversation>communication>consultTransferInternal

    When the new APIs are initially released, the transfer functions in the user interface will not immediately be updated to use those APIs.  This is because we first need to run an automated backfill of the new permissions to the Employee user role, so that on moving to the new APIs, there will be no loss of functionality for users performing transfers.  That may not catch all users currently performing transfers (for example, where organizations have removed the Employee role from their users).  This may necessitate us engaging with some organizations to ensure the required permissions are put in place for any custom roles.

    Once we're sure that all roles currently performing transfers across all GC orgs have the new permissions, we'll then be able to update the transfer functions in the Genesys Cloud user interface to point at the new APIs.  Because all the roles currently performing transfers will have the new permissions, there will be no loss of functionality for agents, or indeed any difference at all in capability from before the update.  

    At that point, administrators will be able to remove any permissions which they don't want agents to have.  For example where an agent should be restricted from blind transfers to other agents or external contacts, the administrator would remove the conversation>communication>blindTransfer permission, and add the conversation>communication>blindTransferQueue permission.  The update of the user interfaces (agent UI and embedded client/embedded framework) to use the new APIs will be tracked by https://genesyscloud.ideas.aha.io/ideas/INB-I-915 (please check the merged ideas if you're tracking a different Idea reference).

    So to summarize the plan here:

    1. https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 releases new transfer APIs and permissions (In progress)
    2. Genesys runs automated backfill of new permissions to all roles currently doing transfers (in progress)
      1. This step may involve us needing to work with specific customers to ensure all roles are backfilled, and so may take a number of weeks
    1. Genesys updates transfer UIs to use the new transfer APIs (timing TBC) and releases under https://genesyscloud.ideas.aha.io/ideas/INB-I-915

    Roadmap for transfer functionality  

    On completion of this work, we'll progress to other areas of the transfer roadmap, to include:

    I hope with this progression we'll be addressing some of the core challenges you're all facing with transfers.  I appreciate your continued feedback on how we can improve Genesys Cloud in this area.


    #Roadmap/NewFeatures

    ------------------------------
    David Farrell
    Genesys - Employees
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  • 2.  RE: Transfers roadmap including new transfer APIs

    Posted 01-31-2024 15:49

    Hi David, thanks.  This is an excellent update and much appreciated.  This is the level of comms we're all hoping to see across the board :)



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    Vaun McCarthy
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    Original Message


  • 3.  RE: Transfers roadmap including new transfer APIs

    Posted 02-19-2024 15:24

    Do we have any release dates for the above?



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    Clayton Curtis
    Enova Online Services, Inc.
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    Original Message


  • 4.  RE: Transfers roadmap including new transfer APIs

    Posted 02-21-2024 11:34

    Hi Clayton - I'm targeting around the end of April.  We're still on step 2 above.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 5.  RE: Transfers roadmap including new transfer APIs

    Posted 02-22-2024 22:48

    Hi David, thanks for the information. The new granular transfer permissions are great! Looks like the Genesys Cloud UI has been updated to use those permission. The consult transfer button disappear when the Conversation Communication consultTransfer is removed from the user. However, this permission does not affect the Embeddable Framework; the consult transfer button remains visible and operational there. Wondering if there's a roadmap item to apply the permission to the Embeddable Framework?

    Thanks 



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    Bin Li
    Genesys - Employees
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    Original Message


  • 6.  RE: Transfers roadmap including new transfer APIs

    Posted 02-23-2024 10:41

    No, the UI hasn't been updated yet.  Not sure why you're not seeing the transfer button but it's not related to the application of the permissions by the agent desktop UI.  We'll aim to update the UI of the embedded client at the same time as we update the UI for the Genesys Cloud agent desktop.  The embedded framework update will follow later, timeline TBC.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 7.  RE: Transfers roadmap including new transfer APIs

    Posted 03-25-2024 01:58

    Hi David,

    https://genesyscloud.ideas.aha.io/ideas/INB-I-915

    I understand this idea will be released. If this idea is released, for example, will users who do not have blind transfer permissions no longer see the blind transfer operation buttons in the UI? This is a feature that my customers have also requested.



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    Takanori Ueno
    NEC Corporation
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    Original Message


  • 8.  RE: Transfers roadmap including new transfer APIs

    Posted 03-25-2024 05:33

    That's correct.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 9.  RE: Transfers roadmap including new transfer APIs

    Posted 04-10-2024 15:09

    David,

    Can you help clarify the delivery of this project? I see now in my roles the ability to remove the permission Conversation>Communication>blindTranser but that doesn't appear to do anything to prevent the agent from using blind transfer or changing the UI. In looking at the roadmap, I see a target release of April 22nd for the ability to control transfer behavior, but the attached idea is related to removing the Blind transfer/Consult Transfer UI. Thanks in advance!



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    Izeck McRae
    The Church of Jesus Christ of Latter-day Saints
    ------------------------------

    Original Message


  • 10.  RE: Transfers roadmap including new transfer APIs
    Best Answer

    Posted 04-11-2024 05:10

    Hi Izeck

    It's a little involved, I'll try to clarify.  We're currently at step 2a in the process above.  The new permissions and APIs were introduced in step 1 a number of weeks ago, but the UI doesn't use them yet.  Step 3 will update the agent desktop and Salesforce embedded client UIs to use the new APIs and enforce the new permissions.  That development work is done, but not rolled out.  We're currently verifying that the new permissions have been backfilled to all the roles which currently do transfers.  Only after we've confirmed that, will we then update the UI.  The UI won't be 'removed', rather options (buttons or tabs) will be hidden, depending on the permissions present.  And just to reiterate: the purpose of the backfill is to make sure that nobody sees any change in behaviour after we release the UI changes, until and unless they go in and remove the backfilled permissions from their roles.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 11.  RE: Transfers roadmap including new transfer APIs

    Posted 04-12-2024 15:50

    Will this plan allow for agents to see queue status (uses the queue search API) without being able to actually transfer to them?  We currently prevent queue search for the agents to force them to only transfer to external contacts that point at Flows for pre-queue processing logic.  Would be nice to be able to let an agent search for a transfer option, and see both the queue name with current EWT/waiting callers, in addition to the external contact they are used to seeing.



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    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
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    Original Message


  • 12.  RE: Transfers roadmap including new transfer APIs

    Posted 04-15-2024 11:57

    Hi Paul - no, there won't be any additional data displayed as part of this change.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 13.  RE: Transfers roadmap including new transfer APIs

    Posted 04-15-2024 11:28

    Hi David,

    Question on this API POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/external

    if I am doing this on an email, as an example, do i put the external contact's email address as the address or the external contact ID? I tested last week by replacing the queue participant with an external contact's email address.. and wasn't able to successfully get it to work.

    I was hoping this would allow me to use a data action to monitor an email queue and send it out to a user's email address outside of the system.

    Thanks,

    Peter



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    Peter Stoltenberg
    TTEC Digital
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    Original Message


  • 14.  RE: Transfers roadmap including new transfer APIs

    Posted 04-18-2024 06:31

    Hi Peter

    Is this something that you could do with the old APIs?  My understanding is it's not possible under either old or new APIs.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 15.  RE: Transfers roadmap including new transfer APIs

    Posted 04-18-2024 07:33

    Quick update.  

    We're pushed out the GA date for the ability to restrict transfers in the UI by 4 weeks provisionally. The reason for this is that the process of backfilling the required permissions (step 2 in my original post) has not reached all orgs/roles which are currently performing transfers. We need this gap to be closed in order to not create any impact when we release this change. Further updates to follow as we work on addressing this.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 16.  RE: Transfers roadmap including new transfer APIs

    Posted 05-27-2024 22:16
    Edited by Paulo Mesquita 05-27-2024 22:16

    Hi @David Farrell,

    What is the expected date for this to go live?

    Is there a plan to create the same kind of control for ACD conferences? That is something we would like to turn off. 😊



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    Paulo Mesquita
    One New Zealand Group Limited
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    Original Message


  • 17.  RE: Transfers roadmap including new transfer APIs

    Posted 05-28-2024 12:55

    Hoping for towards the end of June, Paulo.  

    If the user has none of the new transfer permissions, the conferencing option will also be hidden.  But it's not possible with this change to separately enable/disable transfers and conferencing.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 18.  RE: Transfers roadmap including new transfer APIs

    Posted 06-25-2024 03:10

    Hi @David Farrell,

    In the official announcement here there is mention to API deprecation in future.

    Will these generic permissions also disappear when the current APIs are deprecated?

    Cheers

    Paulo



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    Paulo Mesquita
    One New Zealand Group Limited
    ------------------------------

    Original Message


  • 19.  RE: Transfers roadmap including new transfer APIs

    Posted 06-25-2024 05:06

    No, these generic permissions will remain as they're used by the new APIs.



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    David Farrell
    Genesys - Employees
    ------------------------------

    Original Message


  • 20.  RE: Transfers roadmap including new transfer APIs

    Posted 06-19-2024 10:05

    All - 

    Unfortunately we've identified an edge case which is blocking our GA release for https://genesyscloud.ideas.aha.io/ideas/INB-I-915.

    We don't have an immediate solution, as such I'll be pushing out the GA date a number of weeks while we work on the way forward.  I know a lot of people are waiting on this and the disappointment it will cause. I'll update again as soon as possible as we work out a solution and new timeline.



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    David Farrell
    Genesys - Employees
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    Original Message


  • 21.  RE: Transfers roadmap including new transfer APIs

    Posted 08-20-2024 06:07

    Hi @David Farrell 

    Would you be able to provide an update on this for the community on where Genesys are at with this feature?

    Thanks

    Josh



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    Josh Coyle
    Admiral Group Plc
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    Original Message


  • 22.  RE: Transfers roadmap including new transfer APIs

    Posted 08-22-2024 07:00

    Hi Josh

    We're still working through some edge cases which weren't catered for in the original design of this feature. The impact of these edge cases is that the new permissions can be circumvented for certain types of transfer. I don't have a new confirmed release date yet but will update again when we have more clarity.

    Thanks

    David



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    David Farrell
    Genesys - Employees
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    Original Message


  • 23.  RE: Transfers roadmap including new transfer APIs

    Posted 09-20-2024 15:51

    Any updates on this?



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    Pat Johnson
    Numerica Credit Union
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    Original Message


  • 24.  RE: Transfers roadmap including new transfer APIs

    Posted 10-24-2024 06:26

    Hi David,

    any progress here? It's been 2 months now, since you wrote about edge cases and the delayed GA.



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    Florian Merz
    Head of Development OCC
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    Original Message


  • 25.  RE: Transfers roadmap including new transfer APIs

    Posted 10-24-2024 17:54

    The edge cases have resulted in some new work to expose a new API to account for some gaps in the current implementation. This new API for both blind and consult transfers will be backward compatible but with new permissions that the UI will use to deny transfer requests to wild card address. The older API supports this today and this would have been a negative workaround that would have allowed transfers to go thru ( when an agent types out a a wild card string ) even if there are no permissions. Current target date is after the December holidays  to expose this new API and fix any leaks in the existing one. 



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    Sachi Pradhan
    Product@Genesys
    [https://twitter.com/pradhan_sabya]
    [https://www.linkedin.com/in/sachipradhan/]
    [WebsiteUrl]
    ------------------------------

    Original Message


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