Genesys Cloud - Main

Hi Sachi

Thanks for the comms.  I assume there'll be a single permission that we'll need to add for this when it's released?

Curious what if any impact was seen on on-premise Edges when using this during Beta testing, specifically when going over that 3 participant count?  Any concerns with performance/resource?

No concerns on performance. A lot of the conf infrastructure is being re-used ( these get utilized today in UCC situations ) and these have tried and tested for sometime now. 

On the permission question. These capabilities will be looped into the existing base set of permissions that give ACD agents access to todays call controls. We see this as an extension of what voice agents need in terms of the base set of call controls. Also there are multiple flows that an agent can use to land in a conference thats reflected in the various API's ( all controlled by the same base set of Call permissions ) . There is no new single permission being introduced. 

Hi Sachi

Thanks for the comms.  I assume there'll be a single permission that we'll need to add for this when it's released?

Curious what if any impact was seen on on-premise Edges when using this during Beta testing, specifically when going over that 3 participant count?  Any concerns with performance/resource?

Hi Sachi

There are separate permissions currently for blind/consult transfer.  Although that is for communicate specifically.  

No concerns on performance. A lot of the conf infrastructure is being re-used ( these get utilized today in UCC situations ) and these have tried and tested for sometime now. 

On the permission question. These capabilities will be looped into the existing base set of permissions that give ACD agents access to todays call controls. We see this as an extension of what voice agents need in terms of the base set of call controls. Also there are multiple flows that an agent can use to land in a conference thats reflected in the various API's ( all controlled by the same base set of Call permissions ) . There is no new single permission being introduced. 

Hi Sachi

Thanks for the comms.  I assume there'll be a single permission that we'll need to add for this when it's released?

Curious what if any impact was seen on on-premise Edges when using this during Beta testing, specifically when going over that 3 participant count?  Any concerns with performance/resource?

Do you happen to have screenshots of what this looks like in Salesforce embedded client?

The embedded framework provides a drag and drop approach to creating a conference. This exists today and will extend to ACD conversations too. There are some additional things we are looking to do with our CRM clients in our next ACD Conf release. 

Do you happen to have screenshots of what this looks like in Salesforce embedded client?

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?

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 1^st 12pm-5pm EST

• 'prod-euc1':  #Frankfurt

• 'prod-apne1':  #Tokyo

• 'prod-use1':  #N. Virginia ( After 5 PM EST ) 

• 'prod-usw2':  #Oregon ( After 9 PM EST ) 

• FedRAMP region

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?

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.

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 1^st 12pm-5pm EST

• 'prod-euc1':  #Frankfurt

• 'prod-apne1':  #Tokyo

• 'prod-use1':  #N. Virginia ( After 5 PM EST ) 

• 'prod-usw2':  #Oregon ( After 9 PM EST ) 

• FedRAMP region

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?

Hi All,

Is the new ACD conference feature linked to a permission/s. I have one of my large contact centres complaining that this feature is confusing agents, particularity for consult calls and going back and forward between the customer and internal staff members. They are accidentally starting unintentional 3 way conversations.

I don't see any obvious permissions related to ACD conference button?  

------------------------------
Wayne
------------------------------

Hi Wayne, 

        The particular feature has no new additional permissions attached. Agents who have permissions to accept voice ACD calls will also have this ability to transform the Call to a conference via the 2 pathways we have enabled. At the platform level, existing API's were updated to add these features and these API's already had a base set of permissions that we inherited. I am hoping any confusion is just one time and once agents know whats what they can use consults or conf based on the need. We will keep an eye on more feedback as it comes in and make tweaks as needed to better the usability overall. 

Hi All,

Is the new ACD conference feature linked to a permission/s. I have one of my large contact centres complaining that this feature is confusing agents, particularity for consult calls and going back and forward between the customer and internal staff members. They are accidentally starting unintentional 3 way conversations.

I don't see any obvious permissions related to ACD conference button?  

------------------------------
Wayne

We noticed that Interactions using the ACD Conferencing feature at any point during an ACD call do not have any associated audio recording in our environment.  We see the timeline, call participants and other expected details.  We've escalated the issue through our VAR with additional details, but am curious if this is expected behavior of the ACD conferencing feature?

Hi Wayne, 

        The particular feature has no new additional permissions attached. Agents who have permissions to accept voice ACD calls will also have this ability to transform the Call to a conference via the 2 pathways we have enabled. At the platform level, existing API's were updated to add these features and these API's already had a base set of permissions that we inherited. I am hoping any confusion is just one time and once agents know whats what they can use consults or conf based on the need. We will keep an eye on more feedback as it comes in and make tweaks as needed to better the usability overall. 

Hi All,

Is the new ACD conference feature linked to a permission/s. I have one of my large contact centres complaining that this feature is confusing agents, particularity for consult calls and going back and forward between the customer and internal staff members. They are accidentally starting unintentional 3 way conversations.

I don't see any obvious permissions related to ACD conference button?  

------------------------------
Wayne

Recording for ACD Conf is all trunk based and is from the perspective of the end customer who called in. If there are recording policies enabled then you should see a recording from when the customer first calls in. The recording will continue even after the call becomes a conference and will capture audio from all conference participants. Only when the customer drops will this recording end. Support should be able to point to whats missing. 

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


Original Message:
Sent: 03-05-2024 15:23
From: Holly M Barats, PMP
Subject: Upcoming ACD Conferencing Capabilities

We noticed that Interactions using the ACD Conferencing feature at any point during an ACD call do not have any associated audio recording in our environment.  We see the timeline, call participants and other expected details.  We've escalated the issue through our VAR with additional details, but am curious if this is expected behavior of the ACD conferencing feature?

------------------------------
Holly M Barats, PMP
Oregon Health and Science University


Original Message:
Sent: 03-05-2024 08:23
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Hi Wayne, 

        The particular feature has no new additional permissions attached. Agents who have permissions to accept voice ACD calls will also have this ability to transform the Call to a conference via the 2 pathways we have enabled. At the platform level, existing API's were updated to add these features and these API's already had a base set of permissions that we inherited. I am hoping any confusion is just one time and once agents know whats what they can use consults or conf based on the need. We will keep an eye on more feedback as it comes in and make tweaks as needed to better the usability overall. 

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


Original Message:
Sent: 03-04-2024 17:09
From: Wayne Margetts
Subject: Upcoming ACD Conferencing Capabilities

Hi All,

Is the new ACD conference feature linked to a permission/s. I have one of my large contact centres complaining that this feature is confusing agents, particularity for consult calls and going back and forward between the customer and internal staff members. They are accidentally starting unintentional 3 way conversations.

I don't see any obvious permissions related to ACD conference button?  

------------------------------
Wayne

Hi Sachi

In our org we base our recording policy on whether our agent is connected to the call and have developed a data action and triggers to start a secure pause on any transfers. Once an agent has transferred a call outside of our contact centre, we are no longer allowed to capture the call recording. However, if an agent transforms their consult into a conference (instead of removing party 1 from hold) to achieve the transfer this cannot trigger our secure pause, and the recording will continue past the point we expect it to stop.

Once it is a conference, there's no way to revert it back and we also lose functionality around putting participants on hold.

We are now in a position where we must disable the conference option due to agents using it incorrectly and unnecessarily - we have no use case where we legitimately need 4+ participants on a call. I believed during the beta this was permissions based, but appears no longer able to opt out of this "feature".

------------------------------
Joanna 
------------------------------


Original Message:
Sent: 03-05-2024 16:09
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Recording for ACD Conf is all trunk based and is from the perspective of the end customer who called in. If there are recording policies enabled then you should see a recording from when the customer first calls in. The recording will continue even after the call becomes a conference and will capture audio from all conference participants. Only when the customer drops will this recording end. Support should be able to point to whats missing. 

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


Original Message:
Sent: 03-05-2024 15:23
From: Holly M Barats, PMP
Subject: Upcoming ACD Conferencing Capabilities

We noticed that Interactions using the ACD Conferencing feature at any point during an ACD call do not have any associated audio recording in our environment.  We see the timeline, call participants and other expected details.  We've escalated the issue through our VAR with additional details, but am curious if this is expected behavior of the ACD conferencing feature?

------------------------------
Holly M Barats, PMP
Oregon Health and Science University


Original Message:
Sent: 03-05-2024 08:23
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Hi Wayne, 

        The particular feature has no new additional permissions attached. Agents who have permissions to accept voice ACD calls will also have this ability to transform the Call to a conference via the 2 pathways we have enabled. At the platform level, existing API's were updated to add these features and these API's already had a base set of permissions that we inherited. I am hoping any confusion is just one time and once agents know whats what they can use consults or conf based on the need. We will keep an eye on more feedback as it comes in and make tweaks as needed to better the usability overall. 

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


Original Message:
Sent: 03-04-2024 17:09
From: Wayne Margetts
Subject: Upcoming ACD Conferencing Capabilities

Hi All,

Is the new ACD conference feature linked to a permission/s. I have one of my large contact centres complaining that this feature is confusing agents, particularity for consult calls and going back and forward between the customer and internal staff members. They are accidentally starting unintentional 3 way conversations.

I don't see any obvious permissions related to ACD conference button?  

------------------------------
Wayne

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners
------------------------------

Not sure. I am guessing that S3 location is from your account. Have you looked at the console logs and see where it's breaking ( via Dev tools on the browser settings ->  under the network tab ). The API request should be viewable here and you can see the request and response and also the console logging. 

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


Original Message:
Sent: 05-28-2024 11:57
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners

I'm getting the sense, when I click the "merge" button, nothing's happening. (The refresh button does work, yes, I'm looking at Dev tools) I'm not sure what all I need to replace/insert into your original code... Here's what I've done:

1. Inserted my "ClientId"
2. Inserted my "redirectUri" I used the URL of the HTML file (your code) location on my webpage. 
3. For "platformClient" I inserted: purecloud-platform-client-v2
4. For "const env" I inserted: platformClient.PureCloudRegionHosts.us_west_2

Are there other parameters I need to set?  Are you using the redirectUri to grab the secret key?  That could be what I'm missing.

------------------------------
Marcus Hanna
Conduit Health Partners
------------------------------


Original Message:
Sent: 05-28-2024 13:07
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Not sure. I am guessing that S3 location is from your account. Have you looked at the console logs and see where it's breaking ( via Dev tools on the browser settings ->  under the network tab ). The API request should be viewable here and you can see the request and response and also the console logging. 

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


Original Message:
Sent: 05-28-2024 11:57
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners

Those look right. Do you see any logs under console after you hit the merge button ? Any API network calls that go out ? 

I would leave this as-is.

The environment is set via the link in the integration config. Here is what I have - https://gc-cx-acd-conf.s3.amazonaws.com/ACD_Conf_Merge.html?environment={{pcEnvironment}}&conversationId={{pcConversationId}}

I'm getting the sense, when I click the "merge" button, nothing's happening. (The refresh button does work, yes, I'm looking at Dev tools) I'm not sure what all I need to replace/insert into your original code... Here's what I've done:

1. Inserted my "ClientId"
2. Inserted my "redirectUri" I used the URL of the HTML file (your code) location on my webpage. 
3. For "platformClient" I inserted: purecloud-platform-client-v2
4. For "const env" I inserted: platformClient.PureCloudRegionHosts.us_west_2

Are there other parameters I need to set?  Are you using the redirectUri to grab the secret key?  That could be what I'm missing.

------------------------------
Marcus Hanna
Conduit Health Partners


Original Message:
Sent: 05-28-2024 13:07
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Not sure. I am guessing that S3 location is from your account. Have you looked at the console logs and see where it's breaking ( via Dev tools on the browser settings ->  under the network tab ). The API request should be viewable here and you can see the request and response and also the console logging. 

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


Original Message:
Sent: 05-28-2024 11:57
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners

I make the corrections you noted, here's where I'm at:

Those look right. Do you see any logs under console after you hit the merge button ? Any API network calls that go out ? 

I would leave this as-is.

The environment is set via the link in the integration config. Here is what I have - https://gc-cx-acd-conf.s3.amazonaws.com/ACD_Conf_Merge.html?environment={{pcEnvironment}}&conversationId={{pcConversationId}}

I'm getting the sense, when I click the "merge" button, nothing's happening. (The refresh button does work, yes, I'm looking at Dev tools) I'm not sure what all I need to replace/insert into your original code... Here's what I've done:

1. Inserted my "ClientId"
2. Inserted my "redirectUri" I used the URL of the HTML file (your code) location on my webpage. 
3. For "platformClient" I inserted: purecloud-platform-client-v2
4. For "const env" I inserted: platformClient.PureCloudRegionHosts.us_west_2

Are there other parameters I need to set?  Are you using the redirectUri to grab the secret key?  That could be what I'm missing.

------------------------------
Marcus Hanna
Conduit Health Partners


Original Message:
Sent: 05-28-2024 13:07
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Not sure. I am guessing that S3 location is from your account. Have you looked at the console logs and see where it's breaking ( via Dev tools on the browser settings ->  under the network tab ). The API request should be viewable here and you can see the request and response and also the console logging. 

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


Original Message:
Sent: 05-28-2024 11:57
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners

There is a typo in how you are initializing platformClient ( as shown in the console logs ) .. 

Here is the right way to do it - https://developer.genesys.cloud/devapps/sdk/docexplorer/purecloudjavascript/ 

// Obtain a reference to the platformClient object
const platformClient = require('purecloud-platform-client-v2'); 

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


Original Message:
Sent: 05-30-2024 16:59
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

I make the corrections you noted, here's where I'm at:

------------------------------
Marcus Hanna
Conduit Health Partners


Original Message:
Sent: 05-30-2024 15:53
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Those look right. Do you see any logs under console after you hit the merge button ? Any API network calls that go out ? 

I would leave this as-is.

The environment is set via the link in the integration config. Here is what I have - https://gc-cx-acd-conf.s3.amazonaws.com/ACD_Conf_Merge.html?environment={{pcEnvironment}}&conversationId={{pcConversationId}}

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


Original Message:
Sent: 05-29-2024 12:07
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

I'm getting the sense, when I click the "merge" button, nothing's happening. (The refresh button does work, yes, I'm looking at Dev tools) I'm not sure what all I need to replace/insert into your original code... Here's what I've done:

1. Inserted my "ClientId"
2. Inserted my "redirectUri" I used the URL of the HTML file (your code) location on my webpage. 
3. For "platformClient" I inserted: purecloud-platform-client-v2
4. For "const env" I inserted: platformClient.PureCloudRegionHosts.us_west_2

Are there other parameters I need to set?  Are you using the redirectUri to grab the secret key?  That could be what I'm missing.

------------------------------
Marcus Hanna
Conduit Health Partners


Original Message:
Sent: 05-28-2024 13:07
From: Sabyasachi Pradhan
Subject: Upcoming ACD Conferencing Capabilities

Not sure. I am guessing that S3 location is from your account. Have you looked at the console logs and see where it's breaking ( via Dev tools on the browser settings ->  under the network tab ). The API request should be viewable here and you can see the request and response and also the console logging. 

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


Original Message:
Sent: 05-28-2024 11:57
From: Marcus Hanna
Subject: Upcoming ACD Conferencing Capabilities

Sachi, I've been working on implementing the work around for the merge calls development yet to be released. I have the code you developed hosted on a webpage that displays to our agents in an interaction widget.  When I attempt the workflow based on your video, I click the merge button and nothing happens.  At first I had a authentication failure at first, fixed that, still nothing at all happens. I'm questioning if the lines I have question marks by are correct?  Any ideas what could be wrong with the code?  Thanks 

------------------------------
Marcus Hanna
Conduit Health Partners