Thats right. The Conf release was the last one that followed the Wed-Friday schedule. Starting this week, things have moved to Monday-Wednesday. The same regions will be enabled as per the 3 day schedule but it's just being moved to the beginning of the week. The same timing pattern will also apply. More updates will come on exact timing but the new Mon-Wed schedule is here to stay.
Original Message:
Sent: 03-05-2024 15:48
From: Holly M Barats, PMP
Subject: Upcoming ACD Conferencing Capabilities
Where do I find the new schedule for weekly updates effective this week (3-4-24) and moving forward. (See notice below)
Last week's deployment schedule for ACD Conferencing changed the day of week our staff received weekly updates from Wednesday to Friday. We'd like to know whether this is a permanent or one time change and when during Genesys's new weekly update deployment cycle our region will receive updates.
Important: New feature deployment schedule in effect
On March 4, 2024, Genesys will adjust the regional deployment schedule for the release of new features. Features will begin to deploy on Monday, with full deployment across all regions expected to conclude by the end of day Wednesday.
Release notes and Resource Center documentation updates will publish on Mondays at 9:00 AM EST. In the event of deployment issues, the release notes will include updates about regional deployment status at 9:00 AM EST on Tuesday, Wednesday, and Thursday.
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Holly M Barats, PMP
Oregon Health and Science University
Original Message:
Sent: 02-26-2024 19:39
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities
Yes. Here is the rough schedule we will follow this week to get it enabled across all regions:
Wednesday Feb 28th, 12-5pm EST
'prod-apne2': #Seoul
'prod-sae1': #Sao Paulo
'prod-apne3': #Osaka
'prod-euc2': #Zurich
'prod-mec1': #UAE
Thursday, Feb 29th, 9am-2pm EST
'prod-afs1': #Cape Town
'prod-ape1': #Hong Kong
'prod-aps1': #Mumbai
'prod-apse1': #Singapore
'prod-apse2': #Sydney
'prod-apse3': #Jakarta
'prod-cac1': #Canada
'prod-euw1': #Ireland
'prod-euw2': #London
'prod-euw3': #Paris
Friday, Mar 1st 12pm-5pm EST
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
Original Message:
Sent: 02-26-2024 16:54
From: Paul Simpson
Subject: Upcoming ACD Conferencing Capabilities
Hey Sachi,
Could we have an update on the anticipated release date for this? This week will be the last release of February, which you indicated was the target. Will it be released this week?
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 02-06-2024 12:24
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities
Hello All,
An upcoming release ( targeted for end of Feb ) will bring native ACD conferencing capabilities to Genesys Cloud. Up until now consult transfers served as the most frequently used flow to enable 3 parties to talk together in a conference-like way. But this was limited to only 3 parties at any point in time. With this new feature, agents can now add multiple parties to an ACD voice call and create a conference. An ACD conference can support up-to 20 parties simultaneously connected/talking to each other.
The following are the key UI updates that an agent handling ACD voice interactions will see:
- A new call control to start a conference by adding in another agent, queue, external contact or a number.
- This control will let an agent search for another agent, queue or an external contact. An agent can also plug in a phone number in the text box to add them to the conference.
- Once a contact is chosen, they will be added to the conference as soon as they accept the invite.
- Additional parties can be added via the 'Invite Participant' button.
- Agents will also have an option to take a consult to a conference. There will be a new conference control as part of the consult flow that will enable an agent to take all 3 participants ( customer, agent and consulted party ) into a conference. Once in a conference, more parties can be added via the previously described flow.
Enabling these pathways will provide better flexibility for an Agent if they feel like they will require more participants to be added to an ACD call. All agents handling voice ACD calls will see these new conference controls by default.
The following API's are enabling the above flows:
- https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-calls--conversationId--participants
- Payload : "participants": [{address: "+13172222222"}] when adding new participants to a voice call. One can also use queueId and userId here.
- https://developer.genesys.cloud/devapps/api-explorer#patch-api-v2-conversations-calls--conversationId--participants--participantId--consult
- Use SpeakTo as "CONFERENCE" to take all 3 parties in a consult and land them in a conference.
Embedded framework will continue using the same drag and drop flow as we have today to create conferences but this will be extended to even ACD calls as part of the same flow. Agents will create new interactions with additional parties and drag those onto the original call to create create the conference and add additional parties.
Excited to bring the above capabilities to all our users. This marks the initial phases of core conferencing capabilities with more improvements to come later down the year.
Thanks ..
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#Routing(ACD/IVR)
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
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