Contents
Index

Interaction Connect Help change log

Date	Changes
08-February-2018	CIC does not forward ACD-routed calls when you are in an Available Forward status. Added Note to Forward Calls to Your Remote Telephone Number.
22-February-2018	Interaction Dialer custom script support in Interaction Connect. Affected these topics: What's New in Interaction Connect, Interaction Scripter, and Log on to Campaigns.
02-March-2018	Widgets for PureConnect. Added new topics: Widgets, Widgets View, Configure a Widget, Widgets General Configuration, Widgets Plugins Configuration, Widgets Extensions Configuration, Widgets Unrestricted Properties Configuration, and Deploy a Widget.
06-March-2018	UI label changes: From Language to Language Fallback and finally to Fallback Language in Widgets General Configuration. In Security Rights topic, documented that Widgets List Security right renamed to Widgets Configuration. Widgets Configuration Admin Security Right renamed to Widgets Configuration Master. Rewrote Requirements in affected Widgets topics. Added Genesys Widgets to the What's New in Interaction Connect help topic.
07-March-2018	Interaction Quality. Added Agent scorecard, Call Scorecard, Chat Scorecard, Interaction Quality, Quality Dashboard topics. Updated What's New in Interaction Connect topic.
09-April-2018	Account Codes administration. Added Requirements for Configuring Account Codes to Working with Account and Wrap-Up Codes topic. Added description of Account Codes view to Configure Account Codes topic. Set Configure Account Codes topic as context-sensitive help for Account Codes view.
24-April-2018	Account Code administration. Added new topic: Configure Account Codes. Edited these topics: Working with Account and Wrap-up Codes, Advanced Dialing Options, and What's New in Interaction Connect. Monitored Interactions. Added Monitor a Chat and Monitored Interactions topics. Edited What's New in Interaction Connect and Security Rights topics. Stationless Logon. Added new Stationless Logon topic and added Stationless Logon section to Logging On and What's New in Interaction Connect topics. Updated information for Client Access license, changed topics to mention limited agent: Logging On and Stationless Logon. Also, In Stationless Logon, documented which views are hidden and which features are disabled if a Client Access License is not available.
27-April-2018	Social Media user interface. Added new topics: Managing Social Media, Facebook, and Twitter.
01-May-2018	Added tooltip help for Widgets configuration. Added Interaction Optimizer Integration to What's New in Interaction Connect topic.
10-May-2018	Added description of new server parameter, MaxQualitySearchResultsICWS, to Optional General Server Parameters.
14-May-2018	New minimized tiles option for Speed Dial views. Affected multiple topics: Working with Speed Dial Views, Delete a Speed Dial View, Rename a Speed Dial View, Speed Dial Featuresk, and Change a Speed Dial Entries Default Number.
22-May-2018	Shift Trading view renamed to My Shift Trading view. Affected these topics: Access Control Rights, Add View Dialog Box, Interaction Optimizer, Manage Trades, My Schedule, Request a Shift Trade, Request Time Off, Shift Trading, and Use Schedule Reminders.
01-June-2018	Changes to the Widgets Administration view including new links to context-sensitive help and a new Copy Script control.
06-June-2018	Adjusted documentation to reflect that any user with Supervisor Features enabled wants alerts for the Workgroup Overview, Workgroup Statistics, and Agent Statistics views. Updated the Display and Configure topics for each of these views.
08-June-2018	Alert configuration. Created new topics: Active Alerts view, Add an Alert, Copy an Alert, Edit an Alert, Delete an Alert, Alert Sounds, and Manage Alerts dialog box.
18-June-2018	Email playback. Updated Interaction Quality, Acknowledge Scorecards, Call Scorecard & Chat Scorecard, Email Scorecard, My Quality Results, and What's New in Interaction Connect topics.
19-June-2018	Interaction Process Automation. Added topics: Filter a Queue View, Filter by Work Item Category, Interaction Process Automation, Interaction Process Automation Terminology, Pick Up a Work Item, Processes, Put a Work Item on Hold, Remove a Work Item, Start a Process, Transfer a Work Item, Work Item Alerts, Work Item Viewer, and Work Items. Edited Queue Contents to show Associated Process.
28-June-2018	Dropped requirement of Interaction Quality Monitoring Agent license in the Interaction Quality and New Features topic.
11-July-2018	Notification sounds played for alerts and alert action controls. Updated the Add an Alert topic.
13-July-2018	In the Active Alerts view topic, rewrote description of Toggle Grouping control because of a UI change.
23-July-2018	In the Log on to Campaigns topic, noted that the Ready to Take Calls check box does not apply to base scripts in Dialer campaigns. Social Media configuration. Added topics: Configure Social Media, Enable Social Media, Create or Log On to the Social Media Account, Configure Facebook channels, Configure Twitter channels. Social Media Twitter conversations: documented in Managing Social Media, Manage a Social Media conversation, Facebook conversations, Twitter conversations, and Social Media Images
27-July-2018	Noted that CIC does not support Ad Hoc recording of Social Media interactions in the Manage a Social Media Conversation and Snip Button topics. Added Chat Scorecard topic. Renamed the Social Media Scorecard topic to Social Conversation Scorecard. Added Scorecards to in 2018 R4 section of What's New in Interaction Connect. Rewrote note in Switchover topic to read: If you have SSO enabled, yet log on using CIC credentials, auto reconnect still works as expected. Regardless of the type of logon, CIC may disconnect your current call during a switchover. Documented image support in Social Media Direct messages in the Social Media Inline Images topic.
02-August-2018	Changed these links wherever they appeared in the client help: http://testlab.inin.com, changed to testlab.genesys.com help.inin.com, changed to help.genesys.com mailto: documentation@inin.com, changed to mailto: PureConnectDoc@genesys.com http://community.inin.com, changed to https://community.genesys.com/communities/pureconnect?CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44 http://ideas.inin.com, changed to https://pureconnect.ideas.aha.io/portal_session/new.
23-August-2018	New widget types: Callback, Call Us, Offers, and Sidebar. Updated Deploy a Widget, Widgets General Configuration, Widgets Plugin Configuration, and What's New topics. Added to Requirements in the Interaction Quality topic: The CIC administrator must contact Product Management for information about obtaining this license.
28-August-2018	Changed documentation to reflect that a support representative creates the Genesys Social Media Account for you. Affected the Configure Social Media, Enable Social Media, and Log On to the Social Media Account topics.
07-September-2018	Social Media Direct Messages. Added topics: Social Media: Manage Social Media Direct Messages, Facebook Direct Messages, and Twitter Direct Messages. Updated Configure Facebook Channels and Configure Twitter Channels topics to include direct message channel configuration. Rewrote requirements for agents in the Managing Social Media topic. Agent Quality Results and Playback support for Social Media records. Updated My Quality Results, Social Conversation Scorecard, Social Direct Message Scorecard, and What's New in Interaction Connect. Response Management in Social Media. Added a new topic: Use Response Management in a Social Media Interaction. Updated Managing Social Media, Manage a Social Media Conversation, and Using Response Management. Inline image display. Updated Social Media In-line Images topic to reflect that images are displayed first at thumbnails and are no longer initially displayed at 50% of the available screen space Transferring a social media conversation. Updated Manage a Social Media conversation topic. Secure input. Added note that PureConnect does not support secure input to the Managing Social Media and What's New in Interaction Connect topics. Added to description of progress spinner in the Facebook Direct Messages and Twitter Direct Messages topics: If the message is not sent within a time out limit, you have the option to retry the message.
28-September-2018	Intelligent Automation. Added to types of available widgets in Widgets view, Widgets General Configuration, Widgets Plugin Configuration, Widgets Extensions Configuration, and Widgets Unrestricted Properties Configuration.
03-October-2018	Added Interaction Quality Monitoring Agent license to requirements for viewing and using the My Quality Results view.
08-October-2018	Updated screen captures for Rebranding and UX rework. Removed documentation for Add/Remove Plugins field. This was removed from General configuration. Affected. Added documentation for new On/Off toggle switch. Affected Widgets Plugins Configuration and Widgets General Configuration topics.
25-October-2018	Added explanation of server parameters affecting Speed Dial views to the Working with Speed Dials topic and noted it in Add a Directory Contact to a Speed Dial View. Added Queue Results Limits to Filter a Queue view topic.
08-November-2018	Updated documentation to reflect that you must disconnect a callback interaction and the resulting call interaction separately: Respond to a Callback Request and Callback Window.
03-December-2018	Per localization, changed reverse extension to the reverse of your phone extension.
07-December-2018	Updated screen captures for Rebranding and UX rework.
25-January-2019	Altocloud view. Added new topics: Interaction Connect and Genesys Altocloud and Altocloud View. Updated Widgets Plugins Configuration, Working with Chat Sessions, Table of Contents, and What's New in Interaction Connect.
11-February-2019	In Widgets topic, added reference to developer documentation, the Genesys Widgets Reference.
15-February-2019	Journey Mapping. Added topics: Add a Contact, Add an Organization, Associate an Interaction with a Contact, Find a Contact, Find an Organization, Journey Map, Journey Map view, Journey Map button, Modify Contact Information, Modify Organization Information, Quick Add a Contact, and Use the Journey Map view. Journey Mapping: Updated Playback a Recorded Interaction, Queue Control Toolbar Buttons, Security Rights, and View Interaction Properties. View General Directories ACL is not needed for contact resolution. Removed from Requirements in multiple topics.
22-February-2019	Journey Mapping. Added explanation of new field, Social ID, in the Quick Add Contact dialog box and updated screen captures. Affected the Quick Add a Contact topic.
26-February-2019	Altocloud view. This view now updates in real-time and is no longer a snapshot of the visitor's journey. Made changes to What's New in Interaction Connect and Altocloud view topics.
01-March-2019	Altocloud Chat icon replaced with standard Chat icon with an Altocloud badge. Updated Working with Chat Interactions topic text and screen capture.
04-March-2019	Replaced PureEngage screen captures with captures that reflect features supported in PureConnect. Updated the Callback and Sidebar sections of the Plugins Configuration topic.
08-March-2019	Added a more detailed explanation of wrap-up code assignment for Interaction Dialer calls to the Disposition a Call topic.
11-March-2019	Created this change log.
18-March-2019	Documented new Auto select interactions after disconnect option in the Alerting Options topic. Added Auto select interactions after disconnect to What's New in Interaction Connect topic.
20-March-2019	Incorporated Co-Browse orphan topics from the PureConnect Documentation library into the Interaction Connect help. Incorporated CIC Web-based phone orphan topics from the PureConnect Documentation library into the Interaction Connect help. Fixed broken hyperlinks in the Use the Journey Map view topic.
26-March-2019	Added Genesys Altocloud bullet point to 2019 R2 section of What's New in Interaction Connect.
28-March-2019	In the Widgets Plugins Configuration topic, Offers section, rewrote the description of Video URL to state that: If an image URL is present, the image replaces this video.
02-April-2019	In the Widgets Plugin Configuration topic, added a new Chatbots section. Described configuration of the Google DialogFlow chat bot. Moved the Genesys Intelligent Automation chatbot configuration to this section. Added Third-Party Chatbot Support to the 2019 R1 section of the What's New in Interaction Connect topic.
09-April-2019	In Listen to Someone Leave a Voice Mail Message topic, added link to Working with Voice Mail. In Working with Voice Mail topic, add emphasis to "voicemail features on your telephone" and made converted references to the CIC TUI User's Guide and Quick Reference Card to working hyperlinks. Reorganized Widgets Plugin Configuration topic.
12-April-2019	Updated description of third-party chatbots in the What's New in Interaction Connect topic.
19-April-2019	Updated Amazon Lex, Dialog Flow, and Watson Widget configuration information per UI changes.
24-April-2019	Added Tip about searching for locations and deleting locations to Add an Organization topic. Added Requirements section to introduction for Interaction Connect and Interaction Desktop help.
01-May-2019	Held Journey Map-related topics until feature is officially released.
08-May-2019	Added (OOO) for Out of Office to Personal Prompts Options and Possible Status Values topic to improve search results per a user request.
14-May-2019	Verified Altocloud documentation is correct for 2019 R2 GA. Made minor adjustments.
15-May-2019	Fixed bookmark in Widgets General Configuration.
06-June-2019	Added new topics: Update Emergency Information and E911 Emergency Calls. Added to TOC.
07-June-2019	Added new topic: E911 Emergency Call Alerts. Added to TOC.
12-June-2019	Added screen captures to E911 Emergency Calls and Update E911 Emergency.
19-June-2019	Fixed broken link in Interaction Connect and Altocloud topic.
21-June-2019	Added map ID for context-sensitive help for Emergency Information dialog box.
25-June-2019	Added new topic: Custom Themes and Forms. Also, in Widgets General Configuration, added notes in Theme and Custom JSON referring to this new topic.
26-June-2019	Updated description of when wrap-up codes are used in the Understanding Wrap-Up Codes topic. Made it clearer calls made on behalf of a workgroup are the only type of outgoing interactions that support wrap-up codes.
02-July-2019	Held back E911 topics from 2019 R3 version. To be release in 2019 R4.
03-July-2019	Added Note to Disposition a Call which mentions the new Eic_DialerAllowInboundWrapUp interaction attribute. Removed all references to PureCloud Directory view. This is no longer supported. Added notice to the What's New in Interaction Connect help topic.
10-July-2019	Added Web Chat Widget Subject bullet point to 2019 R2 section of What's New in Interaction Connect.
12-July-2019	Added new screen captures and a second example to Custom Themes and Forms. Added warning about using the Sidebar to enable Callback, Call Us, or Offers widgets to Widgets Plugins Configuration.
17-July-2019	Added Support for Arabic bullet point to 2019 R3 section of the What's New in Interaction Connect topic.
25-July-2019	Added Widget Types section to Widgets topic. Updated descriptions of some of the widget types in Widgets Plugins Configuration.
01-August-2019	Added new topic PureConnect Widget Extensions.
28-August-2019	Edited What's New in Interaction Connect, E911 Emergency Calls, Update E911 Emergency Information, and E911 Emergency Call Alerts topics for late-breaking changes to the feature.
06-September-2019	Fixed links in the Configure the web-based phone feature.
23-September-2019	Held back E911 topics from 2019 R4 help version. Feature to be released in 2020 R1.
25-September-2019	Updated definitions of Local Disconnect and Remote Disconnect in Understanding an Interaction's State topic.
25-September-2019	Added "Also, If you use custom attributes, the server prefixes attribute names with WebTools_." to the PureConnect Widget Extensions topic.
02-October-2019	Released E911 topics for 2020.R1. Updated version number in Interaction Connect Help introductory topic. Corrected typo in Log on to Campaigns. Base scripts instead of basic scripts.
11-October-2019	Added link to Advanced Dialing Options in the Dial of Behalf of a Workgroup topic.
18-October-2019	Added description of Use Chat Persona to Widgets Plugins Configuration topic.
21-October-2019	Rewrote Desktop Alerts and added notes for Chrome users.
25-October-2019	Edits for renaming of PureCloud for CIC integration to Genesys Cloud for PureConnect integration.
06-November-2019	Added documentation for Webchat usability enhancements, including support in replies for emojis, qouting earlier messages, and using multimedia.
12-November-2019	In Widgets Plugins Configuration, Sidebar section, added to Plugin-Name description: Note: The plug-in name should not contain spaces. The name must also match the case the Widget code expects. Acceptable values are: WebChat, Callback, CallUs and Offers.
21-November-2019	Per customer feedback, updated Note in Enable Social Media.
06-December-2019	Updated notes in both Enable social Media and Log On to the Social Media Account.
09-December-2019	Made correction; drag and drop call transfer works only with the Company Directory. Updated Transfer a Call to a Directory Entry and Drag and Drop a Call on a Name in a Directory topics.
13-January-2020	Added Warning to Add or Close Views and Logging on topics about using IceLib applications with Interaction Connect.
22-January-2020	Added new topics for phase 1 accessibility enhancements, Accessibility Compliance.
31-January-2020	In Schedule a Callback, updated screen capture and added Note to step 4. Select a Time zone. Note: To see the Time zone option, your system administrator must configure the Interaction Dialer Timezone Map Data option and configure a Zone Set. See Configure Time Zone Maps and Assign Them to Campaigns, Where Applicable and Zone Sets.
31-January-2020	Added information about Call History Max Time server parameter to Call History Retention section of Call History topic.
25-February-2020	Added help for configuration of WhatsApp Direct Messages.
26-February-2020	Added help topic, Set Status in Accessibility Mode.
03-March-2020	Removed stray button images from Queue Control Toolbar Buttons topic. Left over from conversion.
06-March-2020	Added navigation from view to view to Keyboard Navigation. Added new My Interactions Shortcuts and Create a Conference Call in Accessibility Mode topics. Mentioned both in What's New in Interaction Connect. Also removed stray button images from Queue Control Toolbar Buttons topic - left over from project conversion.
06-March-2020	Added Note about configuration of data sources to the Journey Map view topic.
10-March-2020	In the Custom Themes and Forms topic, updated formatting of JSON examples to make it easier to cut and paste code. Added note about using extensions. In the Configure a Widget topic, updated procedure because Cancel button was removed.
10-March-2020	In the Interaction Quality topic, added the requirement for the Interaction Recorder Client Access license.
20-March-2020	Added new topics: Create a Conference Call in Accessibility Mode and Conference Button. Updated Accessibility Enhancements and What's New in Interaction Connect.
24-March-2020	Updated Personal Prompts topic for removal of accordion sections. Added more detail to What's New in Interaction Connect and also Keyboard Navigation for additional Accessibility Enhancements.
07-April-2020	Added topics and links for Create a Conference Chat in Accessibility Mode.
08-April-2020	Renamed Drag and Drop a Call on Another Call to Create a Conference Call Using Drag and Drop. Fixed all links. Other minor cleanup.
30-March-2020	Fixed broken link in Genesys Cloud for PureConnect Features topic.
20-April-2020	Added What's New notice for WhatsApp Direct Messages. Add new license requirement to Managing Social Media topic. In Enable Social Media topic, added Note: Genesys Hub URL is not required for WhatsApp Direct Messages.
29-April-2020	Updated screen capture in Callbacks and the Current Interaction view to show the Reset Number button.
30-April-2020	Added further explanation of accessibilityMode Server parameter to Accessibility Enhancements topic.
01-May-2020	Added Time in Status and Time in Workgroup Queue to Queue Contents topic. Added Warning to Web-based Phone topic that it does not support persistent connections.
04-May-2020	Updated Configure WhatsApp channels with tips and confirmation code information. Added "additional requirements" to Requirements for administrators in Managing Social Media.
05-May-2020	Added description of WebChatService.setBotName to PureConnect Widget Extensions topic.
06-May-2020	Updated licensing requirements in the Managing Social Media and What's New in Interaction Connect topics. Added Note to WhatsApp Direct Messages in 2020 R2 section of the What's New in Interaction Connect help.
07-May-2020	Added Genesys Cloud requirements to Managing Social Media topic. Added new Widgets Updates section to What's New in Interaction Connect topic.
08-May-2020	Updated WhatsApp licensing information in Managing Social Media and What's New in Interaction Connect topics. Added to Tip in Managing Social Media Direct Messages. Also added "Each PureCloud user needs the Communicate - User role" to the Licensing section of the Web-based Phone Requirements topic.
22-May-2020	Added Tip about recording personal prompts to the Working with Voice Mail topic.
26-May-2020	Updated link to Genesys My Support portal in introduction.
27-May-2020	Added User-defined Telephone Number on Remote Logon Security right to the User Requirements section in the Web-based Phone Requirements topic. Added note to the description of that right in the Security Rights topic.
17-June-2020	Per reader feedback, added screen captures to the Display and Configure the Workgroup Statistics view topic.
18-June-2020	Per reader feedback, added link to Search a Directory to the Dial a Number Inside the Organization topic. Added or fixed links to descriptions of period and shift in the Agent Statistics and Workgroup Overview topics.
23-June-2020	Added note to Search a Directory topic: Status is not included in the search.
25-June-2020	Added Security section to Widgets topic.
30-June-2020	Added video to Customizing Queue Control Toolbars topic.
08-July-2020	Added videos to My Status, Click to Dial a Directory Contact, and Dial a Number Inside the Organization topics.
09-July-2020	Updated Shortcut Keys topic. Some keyboard shortcuts added as part of Accessibility enhancements.
10-July-2020	Added video to Transfer a Call to a Workgroup topic.