Contents

Change log

Date	Changes
11-November-2011	4.0 GA Concurrent Licensing Added support for concurrent licensing for licenses that apply to users. Concurrent licensing is where the license is assigned to a user but isn't consumed until the user logs in. The license can be assigned to more users than there are licenses available; however the number of users who can log in is limited by the total number of concurrent licenses. For example, ten concurrent Contact Center Level 1 (CC1) licenses could be assigned to 100 users. Only the first ten users will be able to log in and get a CC1 license. The 11th user will fail to acquire the license. Assigned and concurrent licensing can be mixed on a single CIC server with the limitation that a single user must use either the concurrent or assigned mode. It is not possible for a single user to mix the two modes. For more information, see License Configuration. Interaction Analyzer Added the following configuration options for Interaction Analyzer: Define lists of keywords and phrases, called keyword sets. Associate defined keyword sets with workgroups by channel (agent, customer, or both sides of the conversation). Security Management Updated the Access Control Details dialog box to allow configuration of which specific features are available through the Advanced Access Details options. Updated the Access Control dialog box for the Queues category to display the Modify and View rights side by side. Added ability to specify more details and control a user's rights by function, instead of just assigning a user Modify rights to a particular user or queue. Added the following Modify rights (for an ACD Workgroup): Activate Others Activate Self Disconnect Pickup Transfer Added the following Access Control Rights: User Statistics - Allows access to user statistics. Change User Status - Allows access to change a user's status. Monitor - Allows control to record, listen, join, and coach for user, workgroup, station, and line queue Workgroup Statistics - Allows control to workgroup statistics. View in Search - Allows control over which objects appear in Transfer Dialog Search. Attendant Profile Search - Allows access to attendant profiles in Transfer Dialog Search. Status Column - Allows access to status columns for a specific user in Interaction Client. Added the following Security Rights to control access to features that were present in prior releases but did not have configuration options: Personal Rule - Allows access to Personal Rules from Interaction Client. Response Management - Allows access to the Response Management option in Interaction Client. Orbit Queue - Allows user to place objects in an orbit queue. Workgroup/Profile Tab - Allows user access to workgroup/profile information. Tracker - Allows access to Interaction Tracker from within Interaction Client. Coach Interaction - Allows the user to coach someone. Conference Calls - Allows the user to create a conference call. Speed Dials - Allows the user to create a speed dial page in Interaction Client. Status Notes - Allows the user to set status notes. Park Interaction - Allows the user to park an object. Added a column to the Security Rights dialog box to indicate the objects from which a specific security right was inherited. For example, it can show that a user inherited the Receive Voicemail security right from the default user and the workgroup operator. Added a search function to allow users to search and filter the list with available objects based on custom search criteria. As soon as a user starts typing the name of a workgroup or user, the resulting list displays only information that matches the search criteria. For more information, see Access control rights and Security rights.
18-April-2012	4.0 SU 1 Access Control Groups (ACG) Added ACG feature. ACGs provide a new way for customers to cleanly and easily delegate administrative rights to members in their organizations. With ACGs, a customer can allow certain users to have administrative rights on certain objects in the environment without giving them unwanted access to other objects or departments in the same environment. For more information, see Access Control Groups.
06-September-2012	4.0 SU 2 Forward and Follow Me security rights Added phone number classifications for the "Available", "Forward", and "Available, Follow Me" statuses to allow administrators to configure separate call classifications for when the user is logged on and when using one of the statuses . Users can still have rights to place International calls, but would not be able to set their "Available", "Forward", and "Available, Follow Me" numbers to International numbers automatically. Logon Authentication Added configuration options that affect client authentication methods. Administrators can configure the system to not allow CIC user name and passwords and only allow Windows authentication. It is also possible to configure the system to disallow cached credentials, requiring users to always enter their password when starting Interaction Client. For more information, see Login Authentication Configuration. SIP Line Inbound Identity Moved SIP Line Inbound Identity configuration to the SIP Line configuration. This change adds flexibility to the configuration of call identification for data and routing purposes, and adds tighter integration possibilities. Some examples of settings that are available are: Whether to use only the numeric portion Whether to use the original or most recent redirection header Whether to use the Request URI or the To header for the DNIS Whether redirection information trumps the DNIS Whether to use P-Asserted-Identity or the From header for the ANI Whether to set the ANI to Unknown if the address is non-numeric Whether the line is for general use or station connections
28-February-2013	4.0 SU 3 Audible Tones for Recordings Added a configuration option to insert audible tones into a conversation between an agent and a customer. It also allows adding tones into the recording. You can define and configure the tone setting and then associate it with one or more ACD Queues. For more information, see Workgroup Configuration. Managed IP Phones Firmware Added ability to select from a list of approved Polycom firmware versions for a specified model to apply to a managed IP phone or group of managed IP phones. This feature allows you to control CIC 4.0 Service Update (SU) deployment to managed IP (Polycom) phones. For example, you can leave the phones on an older firmware version when an SU is first deployed, then set a few phones to the new firmware to test it, and then push out all of the phones when ready. The selectable firmware feature also allows you to test for a regression by pushing a test phone back to an older firmware version for verification purposes. For more information, see General settings: AudioCodes and Genesys phones or templates. Managed SIP Proxy for Multiple Regions/Locations Added ability to have a single managed SIP proxy provide failover service for multiple CIC regions/locations. For more information, see Registration Groups and SIP Proxy Configuration - General.
27-November-2013	4.0 SU 4 Report Management Added ability to use Report Management in Interaction Administrator to modify, export, and re-import metadata from Interaction Reporter reports. Report Management allows users to modify basic report properties and import new reports or custom reports developed using Visual Studio. Note that development of custom reports requires Active Reports 6, which is available from Grape City. For more information, see Report Management. SMS (Text Message) enhancements Added the following enhancements to SMS routing: Support for SMS routing as chat, which allows a customer and an agent to have a chat-like conversation using SMS. Support and configuration for multiple HTTP-based SMS brokers. Support for configuration of basic SMS routing rules, based on ANI, DNIS, or the body of the text message. Routing options include Chat, Generic Object, and Handler. Text masking supported with SMS Chat Routing. For more information, see SMS.
07-July-2014	4.0 SU 6 Echo Cancellation Configuration Added ability to enable or disable echo cancellation and dominant speaker detection globally for conference calls hosted through Interaction Media Server. The configuration option, Optimize Audio for Conference, appears on the Telephony Parameters tab of the Server Configuration dialog box. It globally controls dominant speaker detection with echo cancellation for conference calls. For more information, see General telephony parameters. G.711 faxing (T.30) Added support for G.711 Fax (T.30 Fax). Many SIP carriers do not support, or are discontinuing support, for the T.38 fax-over-IP standard (T.30 encapsulation). Receiving fax calls in these scenarios requires T.30 fax support. As of this service update, you can receive faxes from carriers that do not support T.38. You can set your fax protocol preference to T.30, T.38, or T.38 followed by T.30. If the carrier or gateway does not support T.38, then the latter option automatically falls back to T.30. This fax protocol setting is available in line configuration, default station configuration, and station configuration. For more information, see SIP line options. MRCP regionalization and selection rules Added ability to configure rules that determine which MRCP server locations to use. Selection of MRCP servers is then based on the location where the audio will be streamed. Previously, the rules for selecting an MRCP server were not customizable, and preferred fallback locations were not configurable. For more information, see MRCP Servers Configuration.
04-November-2014	CIC 2015 R1 Media Server version and license type Added the version and license type for Interaction Media Servers connected to CIC servers to the Servers Configuration dialog box of the Media Servers object. Administrators can use this information to determine the versions and license types of multiple Interaction Media Server instances connected to the CIC server. For more information, see Servers Configuration Properties.
11-August-2015	CIC 2015 R4 SAML Metadata Import Added ability to import an identity provider's XML file containing authentication details into Interaction Administrator to simplify the process of adding identity providers. Using the identity provider’s XML metadata, Interaction Administrator allows users to pick and choose claims instead of having to add them manually. For more information, see Configure an Identify Provider.
03-November-2015	CIC 2016 R1 Change Log enhancements Added ability to create reports or database queries that display information about licenses, granted system rights, and historical workgroup membership moves, additions, changes, and more, in relation to Users, Workgroups, Skills, or Licenses. For more information, see About the Enhanced Interaction Administrator Change Log. For examples of database views that show license and other change log history data, see Database views for the Enhanced Interaction Administrator Change Log. Warning! Enable the enhanced Interaction Administrator change log only during non-peak production hours and only if all CIC clients are upgraded to CIC 2016 R1. Enabling this log is an intensive operation that requires significant computing resources. If you enable this feature before you upgrade all CIC clients to CIC 2016 R1 or later versions, then the CIC clients that run earlier versions of CIC will log incomplete audit data. ETL Report Log (Log 50) Removed the UI control for Log 50 so that the log is no longer visible in Interaction Administrator. Log 50 represents the CIC ETL (Extract Transform Load) process. It is not yet fully functional and disables automatically upon upgrade to CIC 2016 R1 or later versions.
03-May-2016	CIC 2016 R3 PureCloud for CIC Integration (Phase 1) Added ability to integrate CIC with PureCloud. For more information, see About PureCloud for CIC.
09-August-2016	CIC 2016 R4 Interaction Dialer Report Secure Campaign Name parameter Added the Secure Campaign Name parameter to allow users to select campaigns that they have access to and run a report. If the user does not have access to view a campaign, that campaign is not available from the campaign parameter list and the user is not able to run a report for that campaign. For more information, see Report Management. Interaction Recorder AWS configuration Added support for Amazon Web Services (AWS) Version 4 with region endpoint to the Interaction Recorder Cloud Services configuration options for Amazon S3. For more information, see Cloud Services Configuration. Added the ability to configure a regional endpoint for each Amazon S3 bucket to the Interaction Recorder container. An administrator must select which region endpoint to associate with their S3 bucket configuration. Per the Amazon "AWS Regions and Endpoints" documentation, specifying a regional endpoint can help reduce data latency in the application when accessing or storing recordings with the AWS S3 service. For more information, see Cloud Services Configuration. Added ability in the Interaction Recorder Policy Editor to specify the region endpoint for any Amazon S3 bucket for the retention policy store media action. For more information, see Policy Editor. Paired PureCloud Organization options Added the ability for administrators to disable the integration or pair to a different PureCloud organization on the PureCloud Configuration tab in the PureCloud Configuration dialog box. For more information, see PureCloud Configuration. PureCloud Bridges and Connectors Statuses Added the Bridge Status tab in the PureCloud Configuration dialog box to allow CIC administrators to check the status of an organization’s bridges and connectors. For more information, see Bridge Status.
01-November-2016	CIC 2017 R1 Interaction Recorder HTTPS Support for Export, Playback, and Archiving Added configuration options to the Interaction Recorder container to help secure communication paths when accessing recordings for playback, archiving, and exporting. For more information, see Recording Generation. Reporting: ACD Exceptions Added the ability for CIC administrators to enable tracking of ACD exceptions and use that data to help improve call center efficiency. Tracked exceptions include transfers, flow-ins, flow-outs, and abandons. Administrators can enable tracking of ACD exceptions in Interaction Tracker configuration. Tracking is disabled, by default, but we encourage administrators to use this option to identify bottlenecks in their call centers. For more information, see Items Tracked. Administrators can choose to keep the data. For more information, see Data Purging.
07-February-2018	CIC 2017 R2 Change Log Enhancements Added ability to create reports or database queries that display information about Default User changes, and Roles additions, changes, and more. For more information, see About the Enhanced Interaction Administrator Change Log. This enhancement is an expansion of the Interaction Administrator Change Log Enhancement added in CIC 2016 R1. For more information, see http://help.genesys.com/cic/mergedProjects/wh_rn/desktop/interaction_administrator_change_log_ enhancements.htm. Warning! Enable the enhanced Interaction Administrator change log only during non-peak production hours and only if all CIC clients are upgraded to CIC 2016 R1. Enabling this log is an intensive operation that requires significant computing resources. If you enable this feature before you upgrade all CIC clients to CIC 2016 R1 or later versions, then the CIC clients that run earlier versions of CIC will log incomplete audit data.
02-May-2017	CIC 2017 R3 Interaction Fax Max Cover Page Size server parameter Added the Max Cover Page Size server parameter to set the maximum size of a cover page in Interaction Fax. The default for this parameter is 10,000 KB. If the cover page for a fax exceeds the value set in this parameter, the fax does not send. For more information, see Optional General Sever Parameters. Polycom Phone advanced options Added the following advanced options for Polycom phones capable of 4.0 or newer firmware: Boot Server Type Boot Server Option Boot Server Option Type Provisioning URL For more information, see Advanced options: Polycom phones or templates.
08-August-2017	CIC 2017 R4 Interaction Process Automation PAS_LoadBalanceThreshold server parameter Added the PAS_LoadBalanceThreshold server parameter to control the load balancing of running process instances among off-servers. Set this parameter to the maximum number of process instances that must occur before load balancing occurs between off servers. For more information, see Optional General Sever Parameters.
31-October-2018	CIC 2018 R1 Interaction Web Portal Timeout Values Added the ability to specify the length of time that Interaction Web Portal performs an operation before timing out and returning an error. You can set the timeout value for searching, loading, and binding. If you do not set a timeout value, Interaction Web Portal uses the following defaults: 8000 milliseconds for searching (for example, searching for a user, workgroup, or interaction). 4000 milliseconds for loading a view or page. 4000 milliseconds for binding to the LDAP connection. For more information, see "Additional Information" in LDAP Data Source Configuration. Weak Cipher Suites not supported Removed the following weak cipher suites: TLS_RSA_WITH_3DES_EDE_CBC_SHA TLS_RSA_WITH_DES_EDE_CBC_SHA TLS_RSA_WITH_RC4_128_SHA TLS_RSA_EXPORT_WITH_DES40_CBC_SHA If you activated any of these weaker cipher suites previously, they still appear in Interaction Administrator as activated but they do not comply with PCI policy. Once you deactivate any of these weaker cipher suites, the cipher suite is no longer available. For more information, see Modify TLS cipher suites.
20-February-2018	CIC 2018 R2 Custom Amazon Simple Storage Service (Amazon S3) regions and endpoints Added the ability to add custom Amazon S3 Regions and Endpoints in the S3 Bucket Configuration in Interaction Administrator Cloud Services Configuration. For more information, see Cloud Services Configuration. Interaction Text to Speech (ITTS) enhanced models Added support for ITTS enhanced models to provide more natural sounding voices for a better caller experience. CIC uses these models, trained with Deep Neural Networks, by default. To opt out and use GMM models instead, add the EnableEnhancedTTS server parameter and set its value to "False". No action is required to use the new DNN models. For more information, see EnableEnhancedTTS in Optional General Server Parameters. PureConnect data privacy feature Added the PureConnect data privacy feature to allow customers to suppress the trace logging of data that might be sensitive. You enable this feature using server parameters. For more information, see Server parameters to suppress logging of sensitive data. For more information about data privacy, see "PureConnect data privacy feature" in the Security Precautions Technical Reference. To access the technical reference, you must log on to the Genesys Product Information website. Workgroup Overview sort option in IC Business Manager To enhance performance, IC Business Manager no longer sorts the Workgroup Overview. To sort that view automatically, add the AutoSortWorkgroupOverview server parameter, and set its value to "True". For more information, see AutoSortWorkgroupOverview in Optional General Server Parameters.
21-August-2018	CIC 2018 R4 Social Media Added support to PureConnect to allow receipt of Facebook and Twitter messages and direct message as interactions. Added the following social media options: ACD Social Media license to specify whether users can receive ACD-routed social media interactions. Workgroup Queue Service Level configuration for social conversations and direct messages. Interaction Tracker items tracked now include social conversations and direct messages. For more information, see the PureConnect Social Media Technical Reference. Widgets Added the following widget rights to control access to widget configuration in Interaction Connect: Widgets Configuration Administrator Access right allows a user to display the Widgets view in Interaction Connect. Widget Configuration Master Security right allows a user to create widgets and configure widget properties. For more information, see Widgets in the Interaction Connect documentation.
03-April-2019	Added information under Optional General Server Parameter for new parameter, Prevent IC Server from Moving Recordings by Region.
03-April-2019	Added note for two View Wrap-up Codes for call segments that end in a transfer.
15-April-2019	Added Enable MWI option to AudioCodes and Genesys phones or templates topic.
29-April-2019	Added Reco Input Timeout Multiplier server parameter to Optional General Server Parameters topic.
10-May-2019	Updated Analytics Configuration for retention settings.
22-July-2019	Updated UseDNISStringComparison parameter to more accurately describe how CIC evaluates the parameter. For more information, see Optional General Server Parameters. Added a note to indicate that users cannot enter these forced authorization codes through client applications. For more information, see Set up forced authorization codes. Added a note about not using the machine name for the station name when you are not using machine name based licensing. For more information, see the following: Add a station Station name Import SIP Stations from a CSV List Changed user name limitation from 64 characters to 50 characters. For more information, see Add a user.
06-September-2019	Updated topics for replacement of PureCloud bridge with Genesys Cloud.
01-October-2019	Made developer edits to Genesys Cloud topics.
14-October-2019	Added note about character limit to Add a wrap-up code and Add-a wrap-up category help topics.
04-December-2019	Updated Analytics Configuration descriptions.
13-December-2019	Updated IC data source (report connection configuration topic) description.
21-January-2020	Updated CIC Client Button Configuration and CIC Client Buttons topics for configuration of PureConnect for Salesforce custom buttons.
31-January-2020	31-January-2020
07-February-2020	Added description of new checkbox, Enable Cloud Conduit Conversation Events, to the Genesys Cloud Configuration topic.
11-February-2020	Updated Genesys Cloud Configuration topic. Enable Cloud Conduit Conversation Events checkbox renamed to Send AI Conversation Events.
14-February-2020	Updated description of Secure Recording Pause Duration (seconds) in the Recording Processing topic for Interaction Recorder.
24-March-2020	Added SetPersistedStatusOnLastStationLogout parameter to optional general server parameters.
02-April-2020	Fixed typo in Calls topic.
06-April-2020	Fixed typo in About Genesys Cloud for PureConnect topic.
14-April-2020	Removed Test Genesys Cloud Connection section from Genesys Cloud Configuration topic. Added description of Force Complete Sync button to the Genesys Cloud Synchronization Options topic.
22-April-2020	Added description of the ACD Whats App license to the Licensing topic.
24-April-2020	Fixed broken links in Genesys Cloud section of IA help.
24-April-2020	Added new topics for Synchronization of wrap-up codes to PureCloud.
28-April-2020	Description of Track Abandoned Dialer Interactions in InteractionSummary, changed to "Beginning in 2016 R1, Interaction Dialer calls without a connect event are no longer written to the interaction summary table.
30-April-2020	Added fax protocol option T30 then T38. Removed web services parameter CollaborationLaunchURL.
30-April-2020	Added accessibilityMode to Optional General Server Parameters.
01-May-2020	In Queue Columns topic, set Interaction Connect column to Yes for Time in Status and Time in Workgroup Queue.
06-May-2020	Updated station and user configuration topics for separate WhatsApp licenses.
07-May-2020	Corrected capitalization of accessibilityCompliant in the Optional General Server Parameters topic.
09-June-2020	Added ability to enable and configure inbound file transfers to the description of Widgets Configuration Master in the Assign security rights topic.
15-June-2020	Interaction Connect client templates now available. Updated Overview of client templates and Publish a client template topics.
08-July-2020	Added access control right requirement for report configuration.
10-July-2020	Updated Handler Configuration topic to clarify No Limit option for maximum number of handlers queued.
17-July-2020	Added DisableSessionIdUsageForUri server parameter to Optional General Server Parameters.
19-August-2020	Added to Genesys Cloud Browser Client Applications topic, in Requirements: The Genesys Cloud Inbox Notification feature also requires the Interaction Connect URI.
27-August-2020	Added to Genesys Cloud Integrations Health topic: You can also monitor the status of ClientIds used for integration authentication. This appears as OAuth Client Apps.
04-September-2020	Added to Genesys Cloud Synchronization Options topic: This option also enables agent presence syncing. This synchronization is also one-way only. PureConnect agent status syncs to your Genesys Cloud organization. For more information, see the Genesys Cloud for PureConnect Administrator's Guide.
11-September-2020	Added AIForecastingHistoricalWeekCount, AIForecastingHistoryBatchSize, and WorkgroupBatchSize to the Optional General Servers Parameters topic.
18-September-2020	Corrected default status in Interaction Tracker Data Purging topic. Removed the Send AI Conversation Events check box from the Genesys Cloud Integration Health topic and the Genesys Cloud Configuration topic.
07-October-2020	Altocloud renamed to Genesys Predictive Engagement. Changed Altocloud to Genesys Predictive Engagement as needed.
12-October-2020	Added Note to Genesys Cloud Synchronization Objects topic under Sync Advanced Platform Objects.
06-November-2020	Added new step 1: Navigate to System Configuration > Connection Security and click Configure logon authentication to Logon Authentication Configuration topic. Added TOC entry under System Configuration, under System Configuration Pages, after Connection Security.
28-January-2021	Added new book SMS configuration and topics under it.
30-January-2023	CIC 2023R1 Release: Added content for the following topics corresponding to the new feature "MS Teams Integration with CIC" - "MS Teams Integration with CIC" & "Configuring SIP Line, Line Group, Dial Plan for MS Teams".
03-October-2023	Added new server parameter 'PrivateSpeedDialDelay' and description.
13-November-2023	MS Teams Integration with CIC - Permission details added to 'Configuring MS Teams tenant details'.

Change log

4.0 GA

4.0 SU 1

4.0 SU 2

4.0 SU 3

4.0 SU 4

4.0 SU 6

CIC 2015 R1

CIC 2015 R4

CIC 2016 R1

CIC 2016 R3

CIC 2016 R4

CIC 2017 R1

CIC 2017 R2

CIC 2017 R3

CIC 2017 R4

CIC 2018 R1

CIC 2018 R2

CIC 2018 R4

CIC 2023R1 Release: Added content for the following topics corresponding to the new feature "MS Teams Integration with CIC" - "MS Teams Integration with CIC" & "Configuring SIP Line, Line Group, Dial Plan for MS Teams".