Documentation:PSAAS:RN:Outbound:Public

Outbound

• Version 14.11.0
• Version 14.10.0
• Version 14.9.0
• Version 14.8.0
• Version 14.7.0
• Version 14.6.0
• Version 14.5.2.0

Notes:

• Not all changes listed below may pertain to your deployment.
• The numbers in parentheses are for internal use only.

Version 14.11.0

What's New

Resolved Issues

Lists

• The trigger rule process now runs as expected in cases where multiple lists are created around the same time on accounts with multiple trigger rules (40+). Previously, in this scenario, some lists were excluded from evaluation during the trigger rule process. (DVP-88127)

Version 14.10.0

What's New

Resolved Issues

• In some cases, new strategies created within a campaign were not be saved as templates. This has been resolved.

• The Account Manager User Interface now displays the new Genesys logo.

Version 14.9.0

What's New

Resolved Issues

• Clicking on the name of an account in Enterprise Manager previously opened an old version of the Account Settings page in Account Manager. This has been corrected. (DVP-84282)

Version 14.8.0

What's New

Sub-campaigns

• You can now create inbound sub-campaigns using text and web channels, as follows:
  • Text - used when you want customers to use short codes to interact with an SMS script. All interactions are handled by the SMS script and results are stored in Engage reports.
  • Web - used when you want to provide a clickable link in the text message, which then takes customers to a personalized web page. The SMS script is used to create the NanoClick URL, and an inbound script contains the web content. Results are stored in Engage reports. (DVP-83722)

Account Settings

• The Text Settings page has been removed, and is now a tab, labelled Text Settings, on the Account Settings page. All content remains the same. (DVPU-5869)

Resolved Issues

Reports

• In some cases, the system generated empty reports. This has been corrected. (DVP-83460)

User Interface

• In some cases, the company logo on the Account Manager User Interface appeared truncated. This has been corrected. (DVPU-5928)

Version 14.7.0

What's New

Reports

• Accounts with text and email channels enabled now have access to account, campaign, and sub-campaign reports under the Reports tab. (DVP-83454)

API

• The following new API endpoints have been added to the REST web services interface: showScript, changeCampaign, evaluateComplianceRules, and showContactBatchState. (DVP-83904)

Resolved Issues

• All campaign statistics now appear on the Campaigns page. Previously, some statistics mistakenly appeared as 0. (DVP-83854)

Version 14.6.0

What's New

Resolved Issues

• Contact Trace results that include recordings now display the correct campaign and sub-campaign name. Previously, the results sometimes displayed the wrong campaign and sub-campaign name. (DVP-83755)

• The safe window (allowed calling hours) for manual/on-demand calls to non-geographic time zone phone numbers (for example toll-free numbers) is now set to 12:00pm to 9:00pm EST, if the pass is set to 9:00am to 9:00pm local time. Previously, the safe window hours was mistakenly based on GMT instead of EST. (DVP-83781)

• The sub-campaign end time on the Find Done page has been corrected to show the actual end time of the sub-campaign in the time zone setting of the pass. (DVPU-4911)

• If an admin user resets another user's password, the User may upload scripts and specification files option is no longer affected. Previously, this option would automatically reset once a user's password was reset. (DVP-83686)

• If a contact file or a report has a field beginning with an equals sign ("="), that field will be preceded by a single quotation mark when the file or report is exported. This will prevent that field from being interpreted as a formula when the file is loaded into Excel. (DVP-83409)

  For example, a field containing:

  =HYPERLINK("http://www.genesys.com", "click here") ) will be exported as
  

  '=HYPERLINK("http://www.genesys.com", "click here") )

Version 14.5.2.0

What's New

SMS and Email channels

Outbound SMS and Email channels are now available.

Outbound Text and Email channels can be blended with existing Voice (Outbound IVR), Dialer, and Preview channels to create a multi-channel, or blended, campaign. Blended interactions enable you to leverage more than one channel to complete a single customer interaction. For example, you could schedule a service call by phone and then send an SMS reminder the day before the appointment.

Notes:

• SMS can be one-way or two-way interactive. With two-way, interactions take place between the script, via a dialogue engine, and the customer; agents are never involved.

• Email is one-way outbound only. While custom REPLY TO addresses for direct responses are supported, auto-response (dialogue engine) functionality is not supported. Inbound email is supported through eServices.

• Text and Email scripts are created in Engage. Voice scripts are still created in Designer.

• Up to 10 devices are supported.

• Existing customers must sign a contract addendum to add Outbound SMS and/or Email services.

Known Issues

There are currently no known issues.

About Outbound for PureEngage Cloud

Genesys Outbound for PureEngage Cloud enables customers to create, monitor, and fine-tune proactive outbound communication using a variety of integrated channels including agent-assisted dialing (Predictive, Progressive, and Preview), as well as agentless voice messaging, SMS, and Email. The user interface offers List Management, Campaign Management, and Compliance Management controls to manage effective multi-channel outbound campaigns.