Genesys Cloud – Media Tier release notes

Enhancements and fixes

• Improved TLS protocol support for Genesys Cloud Voice trunks.
• Improved WebRTC trunk call handling when multiple codecs are configured.
• Improved real-time text media handling for calls arriving through BYOC trunks.
• Improved hybrid and premises call routing across external multi-trunk configurations, including better destination-site resolution and outbound route selection.
• Improved station lookup performance during dial plan resolution.
• Improved station-side recording continuity and retention during IVR, station-to-station, and blind transfers.
• Improved reliability when invoking the default voicemail flow.
• Improved outbound call analysis so calls answered by machines receive the appropriate disposition.
• Corrected destination-name handling for short-code dialed numbers by applying the configured number plan classification name.
• Improved audio resampling reliability to prevent silent audio loss under buffer pressure.
• Improved stability when processing telemetry data and handling broken TCP connections.
• Improved JavaScript runtime stability under memory pressure.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting August 20, 2026.

Premises update availability

Updates for hardware devices are available on August 13, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting August 13, 2026.
• Auto-update enabled for all regions starting August 27, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved reliability for external transfers from secure flows by correcting a timing issue during call termination.
• Resolved an issue where station-side recording could be missing after an IVR or ACD interaction was blind-transferred to an agent.
• Corrected interaction error information so affected calls route to voicemail as expected.
• Ensured that the expected WebRTC setting is applied to affected stations.
• Improved SIP interoperability by adding proper handling for double-byte characters in SIP URI user fields and correcting text descriptions in relayed SIP Reason headers.
• Updated voicemail and answering-machine detection for Spanish-language call scenarios reported in Panama and Honduras.
• Improved Apple call-screening opt-out behavior and classification of voicemail and call-screening prompts.
• Reduced delays in reporting the start of speech during conversation analysis.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting August 6, 2026.

Premises update availability

Updates for hardware devices are available on July 30, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting July 30, 2026.
• Auto-update enabled for all regions starting August 5, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue that could cause fax calls to fail in some scenarios.
• Improved ACD wait event data so cloud.event.acdwait.change events include the expected ACD information.
• Improved VoiceXML session stability by addressing memory handling during value creation and script evaluation.
• Improved call reliability during protocol timer handling.
• Improved live speaker detection for calls that were previously classified too quickly.
• Improved SIP service stability during asynchronous callback processing.
• Improved system stability during trace environment handling and PII marking.
• Improved generic SIP station handling by referring to the specific SIP service instance in Contact headers.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting July 16, 2026.

Premises update availability

Updates for hardware devices are available on July 9, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting July 9, 2026.
• Auto-update enabled for all regions starting July 15, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved cleanup behavior for failed dialer sessions.
• Improved SIP service reliability when rejecting calls during quiescing.
• Improved outbound routing behavior when dial plan hints identify a tieline station.
• Resolved an issue where dial plan requests could incorrectly encode addresses.
• Resolved an issue where some outbound calls were not correctly categorized as external calls.
• Improved handling of retryable dialer make-call errors.
• Improved error response handling for VXML JavaScript flows.
• Resolved an issue where ACD data was not included on some ACD wait events.
• Added average jitter information to media statistics.
• Resolved issues with AMD timeout behavior when the timeout is set to 0 or not configured.
• Improved AMD behavior when ring detection occurs before speech is detected.
• Improved video clipping and screen recording clip adjustment behavior.
• Added support for hybrid Edge to Cloud Call Session Service external calling.
• Resolved an issue where user fax routing could incorrectly hunt for a station.
• Improved SIP user-agent header formatting.
• Improved XMPP handling for outbound mobile calls, preventing collisions between embedded and custom WebRTC clients.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting May 28, 2026.

Premises update availability

Updates for hardware devices are available on May 21, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting May 21, 2026.
• Auto-update enabled for all regions starting May 27, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved fax call reliability when calls connect across multiple environments.
• Resolved an issue where AMD could fail when the AMD timeout was set to zero.
• Improved video conference participant handling so newly added participants are not automatically selected as the current talker.
• Improved handling of call group dial plan requests that could time out.
• Improved VXML flow callback handling.
• Improved handling of null audio TTS attributes.
• Improved station handling reliability.
• Improved retry behavior for IPC client errors.
• Improved carrier message handling in LATAM.
• Improved media client handling of context notifications.
• Improved runtime reliability for JavaScript and VXML processing.
• Improved speech analysis reliability.
• Various minor stability and reliability improvements.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting May 14, 2026.

Premises update availability

Updates for hardware devices are available on May 7, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting May 7, 2026.
• Auto-update enabled for all regions starting May 13, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved overall call reliability, including fixes for issues that could cause calls to become stuck, fail to disconnect properly, or fail during dialing.
• Enhanced transfer and routing behavior, addressing multiple issues with consult transfers, unreachable agents, and incomplete or stalled interactions.
• Resolved several audio and media issues, including missing or one-way audio, problems with whisper audio in multi-party calls, and incorrect behavior during recording and hold scenarios.
• Improved voicemail and recording reliability, including fixes for greeting detection and issues where recordings could fail to save or play back.
• Strengthened media session handling and recovery, reducing failures related to media allocation, session setup, and recovery on-premises Edge.
• Improved SIP and network handling, addressing issues with signaling reliability, unexpected disconnects, and configuration-related connectivity problems.
• Enhanced WebRTC and SDP handling to improve session establishment, media negotiation, and support for more complex media scenarios.
• Fixed multiple causes of failed or dropped calls related to routing, timeouts, and resource allocation under load.
• Improved system stability by resolving several crash scenarios and memory-related issues affecting media and voice processing.
• Enhanced handling of station and device behavior, including improved tracking of call events and better handling of disconnect scenarios.
• Improved short-tone detection to enhance call analysis accuracy in scenarios involving brief greetings or early media tones.
• Improved support for group ringing scenarios involving standalone phones.
• Improved SIP header handling for inbound and outbound call scenarios using Diversion and History-Info.
• Improved handling of trunk configuration, including support for trunk language settings and early media behavior in BYOC scenarios.
• Resolved an issue that could prevent secondary stations from being called when the primary Edge was inactive.
• Resolved an issue where Edge could fail to locate a station ID in the database.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, April 30, 2026.

Premises update availability

Updates for hardware devices are available on Thursday, April 23, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, April 23, 2026.
• Auto-update enabled for all regions starting Wednesday, April 29, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue where certain CallEvents were missing, resulting in no caller participant appearing on the Timeline.
• Interoperability improvements for Microsoft Teams SIP calling.
• Resolved an issue where Edge could fail to locate a station ID, impacting call handling.
• Resolved an issue where whisper audio was not played to the agent during certain three-party call scenarios.
• Improved reliability of system-initiated station make call processing.
• Resolved an issue where soft disconnects received from the cloud were not properly handled.
• Better handling of situations where Modern WebRTC has been enabled, but phones have not yet received the modern configuration.
• Media recovery reliability improvements for premises Edge.
• Added support for configuring trunk language settings on GCV trunks.
• Added History-Info as a diversion method on BYOC trunks.
• Resolved an issue when a late media INVITE and ACK were received at the same time.
• Various minor fixes and improvements.

Cloud update availability

Updates for Genesys Cloud media have been disabled.

Premises update availability

Updates for hardware devices are available on Thursday, March 5, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, March 5, 2026.
• Automatic updates have been disabled.

Enhancements and fixes

• Improved handling of diversion headers when secure flows are involved prior to agent connection.
• Resolved an issue that could cause calls to disconnect when transferring to another flow after an Edge upgrade.
• Improved ringback tone behavior after call forwarding from Polycom VVX phones.
• Addressed an issue where Edge did not send a 200 OK transfer status to the conversation or assignment service.
• Resolved an issue where station recording did not resume after completing a consulted IVR segment.
• Improved outbound call classification to prevent outbound calls from being incorrectly restricted.
• Resolved an issue where inbound calls could fail to reach agents when using persistent connections.
• Improvements to premises Edges time synchronization services.
• Resolved an issue that could cause premises Edge software upgrade core dumps.
• Callflow resource cleanup improvements.
• Added handling for hybrid tie trunks between premises Edges on mismatched software versions.
• Improved ringback handling when calling an agent using a remote phone.
• Enhanced SIP interoperability by ensuring Cisco devices receive a Contact header in 200 OK responses to UPDATE messages.
• Various minor fixes and improvements.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, February 12, 2026.

Premises update availability

Updates for hardware devices are available on Wednesday, February 4, 2026. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, February 4, 2026.
• Auto-update enabled for all regions starting Wednesday, February 11, 2026.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Fixed a condition where an agent not answering a call would sometimes cause a delay before the next agent was attempted.
• Resolved an issue where an agent did not hear a ringback tone when consulting another agent.
• Resolved an issue that could cause voicemail uploads to become stuck.
• Corrected a timing issue to ensure call recordings terminate only after all line recordings are complete.
• Secure pause improvements for more consistent performance during sensitive recordings.
• Resolved an issue where the Orphaned Recordings process could fail under certain directory conditions.
• Added support for TGRP routing in Edge dial plans to better support hybrid conference environments.
• Fixed an issue that prevented IPv6 from being disabled on certain premises Edge devices.
• Fixed an issue where Israel speed dial numbers beginning with *67 failed to connect.
• Resolved an issue where the VXML Engine did not consistently load built-in grammars at startup, improving IVR reliability.
• Improved handling of Architect system prompt overrides to ensure correct audio playback behavior.
• Improved WebRTC connection handling by correctly setting ICE negotiation roles based on session state.
• Protection against emitting ICE end-of-candidates prematurely.
• Added additional system resource diagnostics to improve overall monitoring and supportability.
• Changes to support upcoming features.
• Cloud update availability

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, December 11, 2025.

Premises update availability

Updates for hardware devices are available on Wednesday, November 12, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, November 12, 2025.
• Auto-update enabled for all regions starting Wednesday, December 10, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Fixed an issue where agents did not hear a ringback tone when consulting with another agent.
• Improved system reliability by enhancing how voicemail and MPCA behave following WebRTC station failures.
• Reduced connection instability by preventing unnecessary WebRTC media recovery attempts during DTLS shutdowns.
• Optimized WebRTC performance by resolving STUN server DNS queries asynchronously for faster connection setup.
• Resolved an issue that prevented agents from reaching remote phones in specific scenarios.
• Fixed a supervisor monitoring issue that prevented automatic connection to ongoing calls.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, October 23, 2025.

Premises update availability

Updates for hardware devices are available on Monday, October 20, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Monday, October 20, 2025.
• Auto-update enabled for all regions starting Wednesday, Oct 22, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issues where In-Queue flows stalled, transfers failed after upgrades, and voicemail flows did not follow the failure path.
• Improved recording reliability by preventing 0-byte recordings during “bridgeHold.”
• Improved answering machine detection to reduce false positives.
• Improved secure IVR flows by ensuring Connection IDs are reliably populated.
• Improved SIP station registration reliability.
• Enhanced voicemail routing for failed station outbound calls.
• Improved outbound Caller ID for emergency calls.
• Enhanced SIP error handling by properly sending failure notifications for 301 responses.
• iOS call screening phase 1 support
• Improved reliability of dial plan configuration fetches to prevent call setup failures.
• Enhanced busy-signal detection in Dialer campaigns for more accurate dispositions.
• Enforced UUI data character limits to avoid corruption.
• Improved IRR behavior by defaulting unsupported prompts to English.
• Added group IDs to station change events for better tracking.
• Resolved call normalization issues that incorrectly displayed calls as “anonymous.”
• Improved routing efficiency by avoiding attempts to ring non-alertable group members.
• Enhanced queue transfer reliability by consistently checking streaming settings.
• Improved mute handling during Agent Greeting.
• Resolved an issue where Agent Greeting could replay during bridge connections.
• Improved audio quality by correcting RTP marker bit usage.
• Enhanced stability by resolving a core dump in audio buffer handling.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, October 2, 2025.

Premises update availability

Updates for hardware devices are available on Wednesday, September 24, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, September 24, 2025.
• Auto-update enabled for all regions starting Wednesday, Oct 1, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an audio quality issue in the APSE2 region caused by incorrect RTP marker handling.
• Improved call analysis accuracy, including fixes for pre-connect speech handling, beep detection, and reset scenarios.
• Improved support for automated audio labeling, including tone, music, and speech detection.
• Corrected missing ICE attributes in certain WebRTC session updates.
• Addressed null pointer exceptions and stability issues in conference audio handling.
• Improved reliability of station-side call recordings, ensuring correct handling during barge-in, consult transfers, consent recording, and post-transfer scenarios.
• Fixed cases where whisper prompts did not honor the selected language in in-queue flows.
• Addressed rare crash conditions during call processing.
• Added support for dialing 13-digit national numbers in Germany.
• Fixed number normalization issues affecting Brazil (+55) area codes.
• Corrected international dial plan support for 8-digit country numbers when not using E.164 format.
• Enhanced handling of tie-line routing for hybrid conferencing support.
• Resolved an issue where certain generic SIP phones would fail to return to operational status after service upgrades.
• Improved station registration reliability to prevent expiration regressions.
• Added support for new SIP routing scenarios and station auto-conference lookups.
• Enhanced trunk security by updating the default cipher list and removing SSLv3 support.
• Improved system behavior when unsupported audio formats are requested.
• Improved handling of media recovery scenarios and WebRTC disconnect events.
• Corrected issues where tenant execution data was not preserved after restarts.
• Improved build reliability and reduced risk of crashes during shutdown.
• Enhanced load monitoring and internal resource allocation performance.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, September 18, 2025.

Premises update availability

Updates for hardware devices are available on Friday, September 19, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Monday, September 15, 2025.
• Auto-update enabled for all regions starting Thursday, September 18, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue related to users forwarding calls to groups.
• Added support for Italian national number plan 11 digit numbers.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, June 5, 2025.

Premises update availability

Updates for hardware devices are available on Friday, May 30, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Friday, May 30, 2025.
• Auto-update enabled for all regions starting Wednesday, June 4, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue related to the Secure Pause state during a consult transfer.
• Resolved an issue related to hold music play stoppage when a consult transfer party disconnects.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Friday, May 16, 2025.

Premises update availability

Updates for hardware devices are available on Tuesday, May 13, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Tuesday, May 13, 2025.
• Auto-update enabled for all regions starting Friday, May 16, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis updates for Brazil.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, March 20, 2025.

Premises update availability

Updates for hardware devices are available on Friday, March 14, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Friday, March 14, 2025.
• Auto-update enabled for all regions starting Wednesday, March 19, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, March 6, 2025.

Premises update availability

Updates for hardware devices are available on Thursday, February 27, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, February 27, 2025.
• Auto-update enabled for all regions starting Wednesday, March 5, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Reduced timeout for Evaluate Schedule / Schedule Group actions.
• Resolved an issue that could leave an agent unable to unmute in conference scenarios.
• Improved SIP OPTIONS response reliability.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, February 13, 2025.

Premises update availability

Updates for hardware devices are available on Thursday, February 6, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, February 6, 2025.
• Auto-update enabled for all regions starting Wednesday, February 12, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for speech and tone detection.
• Resolved an issue that could cause a delay clearing a call from an Agent once they had performed a blind transfer.
• Resolved an issue for generic SIP for cloud media phone registrations.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, February 6, 2025.

Premises update availability

Updates for hardware devices are available on Wednesday, January 29, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, January 29, 2025.
• Auto-update enabled for all regions starting Wednesday, February 5, 2025. 
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for speech and tone detection.
• Resolved an issue that could cause a delay clearing a call from an Agent once they had performed a blind transfer.
• Resolved an issue for generic SIP for cloud media phone registrations.
• Stability and performance improvements.
• Changes to support upcoming features.

Estimated Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, January 16, 2025.

Estimated Premises update availability

Updates for hardware devices are available on Thursday, January 9, 2025. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, January 9, 2025.
• Auto-update enabled for all regions starting Wednesday, January 15, 2025.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Additional tracing for processing of SIP messages.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, January 2, 2025.

Premises update availability

Updates for hardware devices are available on Thursday, December 12, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, December 11, 2024.
• Auto-update for cloud media enabled for all regions starting Thursday, January 2, 2025. Auto-update will not be enabled for premises edges.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue with caller identity when using P-Asserted-Identity.
• Resolved an issue that could lead to TTS playback being distorted in certain circumstances.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, November 14, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, November 6, 2024, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, November 6, 2024.
• Auto-update enabled for all regions starting Wednesday, November 13, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue impacting hash selection for generic SIP phone registrations for cloud media.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, October 31, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, October 16, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, October 23, 2024.
• Auto-update enabled for all regions starting Wednesday, October 30, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue where phones did not provision in non-https premises environments.
• Resolved an issue where emergency call routes continued to be used after deactivation.
• Resolved a rare issue where NOTIFY events are inconsistent after receiving a REFER.
• Resolved an issue where agent mute state was not retained after a consult transfer recipient disconnected.
• Resolved issue where ACD skills were not removed on consult transfers.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, October 9, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, October 2, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, October 2, 2024.
• Auto-update enabled for all regions starting Wednesday, October 9, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved a rare issue where NOTIFY events are inconsistent after receiving a REFER.
• Resolved an issue where agent mute state was not retained after a consult transfer recipient disconnected.
• Resolved issue where ACD skills were not removed on consult transfers.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Friday, September 20, 2024.

Premises update availability

Updates for hardware devices are available on Monday, September 16, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Monday, September 16, 2024.
• Auto-update enabled for all regions starting Thursday, September 19, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved a rare issue where an agent cannot answer calls.
• Resolved an issue where an agent who missed calls was not being marked as ANA.
• Resolved an issue that could cause station associations to be missing after an update / rebalance operation.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, September 5, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, August 28, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, August 28, 2024.
• Auto-update enabled for all regions starting Wednesday, September 4, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue where an agent who missed calls was not being marked as ANA.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, August 1, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, July 24, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, July 24, 2024.
• Auto-update enabled for all regions starting Wednesday, July 31, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved a situation where ACD participant wasn’t always disconnected after transfer to agent.
• Added support for Group Ring in post-call action feature.
• Original DNIS is now passed to a post-call action flow.
• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, July 18, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, July 3, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, July 3, 2024.
• Auto-update enabled for all regions starting Wednesday, July 17, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, June 13, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, June 5, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, June 5, 2024.
• Auto-update enabled for all regions starting Wednesday, June 12, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Architect callflow can now set a language for a streaming feature when Agent Assist/AudioHook is initialized.
• White noise is no longer generated when playing back third-party TTS prompts.
• Mandatory post-call actions are supported in agent transfer and conference scenarios.
• Improvements to SIP header used with mandatory post-call actions.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, May 22, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, May 15, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, May 15, 2024.
• Auto-update enabled for all regions starting Wednesday, May 22, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved regression from version 1.0.0.15670 that occurred when a station overflows its maximum supported number of physical call appearances.
• Corrected spelling for the Origination name Roosendaal, NL.
• Support for upcoming AudioHook features.
• Additional protections against overloading during call surges.
• Tracing improvements.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, May 9, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, April 29, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, April 29, 2024.
• Auto-update enabled for all regions starting Wednesday, April 29, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Corrected spelling for the Origination name Roosendaal, NL.
• Support for upcoming AudioHook features.
• Additional protections against overloading during call surges.
• Tracing improvements.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, April 25, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, April 10, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, April 10, 2024.
• Auto-update enabled for all regions starting Wednesday, April 24, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Removed potential race condition on consult transfer completion.
• Updated mechanism for voicemail TUI date retrieval.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, March 28, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, March 20, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, March 20, 2024.
• Auto-update enabled for all regions starting Wednesday, March 27, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Eliminated race condition that could prevent an ACD session from being successfully disconnected.
• Improved reliability of external transfers when used with SecureIVR functionality.
• Improvements to ACD hold recording suppression after an external transfer has occurred.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, March 7, 2024.

Premises update availability

Updates for hardware devices are available on Wednesday, February 28, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, February 28, 2024.
• Auto-update enabled for all regions starting Wednesday, March 6, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Additional protections against runaway CPU situations.
• Call analysis model updates for Mexico (es-MX).
• Improved reliability of call disconnects in consult transfer scenarios where some of the parties disconnected at the exact same time.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, February 8, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, January 31, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, January 31, 2024.
• Auto-update enabled for all regions starting Wednesday, February 7, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Additional protections against runaway CPU situations.
• Call analysis model updates for Mexico (es-MX).

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, January 25, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, January 17, 2024. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, January 17, 2024.
• Auto-update enabled for all regions starting Wednesday, January 24, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue that could lead to Edge declaring itself ready to take calls on startup before dial plans have completely loaded in large Orgs.
• Call Source Selection for the Prioritized Caller Selection on Trunk Configuration is now allowing short E.164 numbers.
• Internal debugging improvements
• Improved handling for invalid UTF-8 characters returned in a speech recognition result.
• Updated display name for ISO Country Code MK.
• Call analysis model updates to detect 1950Hz machine tones.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, January 4, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, December 13, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, December 13, 2023.
• Auto-update enabled for all regions starting Wednesday, January 3, 2024.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates to detect 1950Hz machine tones.
• Support for upcoming GMF call setup time optimizations

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, October 26, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, October 18, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, October 18, 2023.
• Auto-update enabled for all regions starting Wednesday, October 25, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Upgraded to OpenSSL 3 for premises hardware Edges.
• Resolved an ACD tracking issue which may cause call disconnects due to max resource consumption.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, October 12, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, October 4, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, October 4, 2023.
• Auto-update enabled for all regions starting Wednesday, October 11, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Eliminated race condition when ACD call is answered just before the alerting timeout.
• Resolved an issue related to phone provisioning when multiple phone trunks are present in premises Edge situations.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, September 27, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, September 20, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, September 20, 2023.
• Auto-update enabled for all regions starting Wednesday, September 27, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Changes to support upcoming features.
• Resolved an issue related to External Transfers with recording enabled.
• Restricted use of line feed characters in UUI set as ASCII strings.
• Memory management improvement for Edges in hybrid media scenario.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, September 7, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, August 30, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, August 23, 2023.
• Auto-update enabled for all regions starting Wednesday, September 6, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Stability and performance improvements.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, August 3, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, July 26, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, July 26, 2023.
• Auto-update enabled for all regions starting Wednesday, August 2, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improvements to VXML expression evaluation.
• Compatibility improvements for inbound calls with no specified a=ptime attribute.
• ACD calls now wait in an ACD queue. They no longer end up in voicemail.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, June 29, 2023.

Premises update availability

Updates for hardware devices are available on Thursday, June 22, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, June 22, 2023.
• Auto-update enabled for all regions starting Thursday, June 29, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved reliability of Dial Plan refreshes.
• Resolved an issue with redial for Poly VVX phones registered to premises Edges.
• Resolved one-way audio issue between Genesys Cloud and some Cisco hardware phone devices.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, May 25, 2023.

Premises update availability

Updates for hardware devices are available on Thursday, May 18, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, May 18, 2023.
• Auto-update enabled for all regions starting Thursday, May 25, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved support for China premises edges in the same site as non-China based edges.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, May 11, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, May 3, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, May 3, 2023.
• Auto-update enabled for all regions starting Wednesday, May 10, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved accuracy for speech analyzer events.
• Stability improvements for edge control.
• 2023 Timezone Code and Data Updates.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, April 27, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, April 19, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, April 19, 2023.
• Auto-update enabled for all regions starting Wednesday, April 26, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added support for tel to sip encoded characters in dialstring.
• Signaling events are now marked as discardable and no longer queue in cases where they cannot be delivered.
• Improvements to protect against CPU intensive IVR flow loops.
• Changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, April 5, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, April 5, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, April 5, 2023.
• Auto-update enabled for all regions starting Wednesday, April 12, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved ACD redirect to an agent routed before bridge connection.
• Architect secure call flows honor recording suppression flag.
• Updated change certificate renewal verification.
• Added the operating system name to associated attributes for metrics.
• Improved the Genesys Cloud response to include the telephone event when media is disabled.
• Minor changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, March 22, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, March 22, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, March 22, 2023.
• Auto-update enabled for all regions starting Wednesday, March 29, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improvements to Remote Caller ID handling when UPDATE session refresh is received.
• User Forwarding is now routed using Inbound Site.
• Improvements to logging when screen recording is active during conferences.
• Improved DTLS handshake timeout.
  

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, March 8, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, March 1, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, March 1, 2023.
• Auto-update enabled for all regions starting Wednesday, March 8, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Minor changes to support future features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, February 22, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, February 15, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, February 15, 2023.
• Auto-update enabled for all regions starting Wednesday, February 22, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Shortened fast busy duration for call failures.
• Additional diagnostics for screen recordings.
• Minor changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, January 11, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, January 4, 2023. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, January 4, 2023.
• Auto-update enabled for all regions starting Wednesday, January 11, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improvements to consult transfer recording scenario handling.
  
• Minor changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Wednesday, January 4, 2023.

Premises update availability

Updates for hardware devices are available on Wednesday, December 14, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, December 14, 2022.
• Auto-update enabled for all regions starting Wednesday, January 4, 2023.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Minor changes to support upcoming features.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, December 1, 2022.

Premises update availability

Updates for hardware devices are available on Thursday, November 24, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, November 24, 2022.
• Auto-update enabled for all regions starting Wednesday, November 30, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for Spanish (Mexico) (es-MX).
• Call analysis model updates for Portuguese (Brazil) (pt-BR) 

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, November 3, 2022.

Premises update availability

Updates for hardware devices are available on Wednesday, October 26, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, October 26, 2022.
• Auto-update enabled for all regions starting Wednesday, November 2, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for the United States (es-US).  

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, September 15, 2022.

Premises update availability

Updates for hardware devices are available on Thursday, September 8, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday, September 8, 2022.
• Auto-update enabled for all regions starting Thursday, September 15, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Transfers that IVR scripts or other VXML call flows initiate that take place without the IVR receiving an interaction from the caller are now considered automatic transfers and are included in the call loop detection algorithm.  

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, September 1, 2022.

Premises update availability

Updates for hardware devices are available on Wednesday, August 24, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, August 24, 2022.
• Auto-update enabled for all regions starting Wednesday, August 31, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the system intermittently disregarded outbound caller name suppression.  
• Resolved issue where phones stopped working after a cloud media control upgrade.
• Updated to OpenSSL 1.1.1p.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday August 11, 2022.

Premises update availability

Updates for hardware devices are available on Thursday August 4, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Thursday August 4, 2022.
• Auto-update enabled for all regions starting Thursday August 11, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved security for TUI access. The system now confirms that the origination address belongs to the user associated with the station when retrieving voicemail from the TUI.
• Improved carrier compatibility for hold scenarios. The Session Description Protocol (SDP) response format for no-media during an on-hold call scenario now uses a random port number in the RTP port range and the 0.0.0.0 IP address.
• Updated OpenSSL to 1.1.1p.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, July 28, 2022.

Premises update availability

Updates for hardware devices are available on Wednesday, July 20, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, July 20, 2022.

Enhancements and fixes

• Additional resolution provided to ensure that the system does not drop DTMF digits due to overlapping operations in the media layer.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, July 7, 2022.

Premises update availability

Updates for hardware devices are available on Wednesday, June 29, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, June 29, 2022.
• Auto-update enabled for all regions starting Wednesday, July 6, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved regression for premises hardware edges introduced in version 1.0.0.11432. All enhancements and fixes in version 1.0.0.11432 are included in version 1.0.0.11464.
• Call analysis model updates for Japanese (ja-JP).

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, June 23, 2022.

Premises update availability

Updates for hardware devices were available on Wednesday, June 15, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, June 15, 2022.
• Auto-update enabled for all regions starting Wednesday, June 22, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that caused inconsistent results when transferring a call to voicemail.
• Call analysis model updates to detect 1950Hz machine tones.
• Call control support in preparation for Global Media Fabric Phase 2, available in a future release.

Premises update availability

Manual updates for hardware devices are available on Wednesday, June 1, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, June 1, 2022.

Enhancements and fixes

• Resolved issue that occurs for Genesys Cloud customers making outbound calls to a third-party IVR.
• Resolved issue where certain successful HTTP requests are logged as errors.
• Resolved issue with unencrypted sasf files when operating in FIPS mode.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, May 19, 2022.

Premises update availability

Updates for hardware devices were available on Wednesday, May 11, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, May 11, 2022.
• Auto-update enabled for all regions starting Wednesday, May 18, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for Turkish (tr-TR).
• Call analysis model updates for the United States (en-US).
• Resolved an issue with Digest Authentication.
• Updated to OpenSSL 1.1.1n.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, April 28, 2022.

Premises update availability

Updates for hardware devices were available on Wednesday, April 20, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, April 20, 2022.
• Auto-update enabled for all regions starting Wednesday, April 27, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue with user association removal during station configuration.
• Resolved issue with LexBot integrations.

Cloud update availability

Updates for cloud media services occurred between 12:00 AM and 5:00 AM in every time zone, starting Thursday, March 24, 2022.

Premises update availability

Updates for hardware devices were available on Friday, March 18, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Friday, March 18, 2022.
• Auto-update enabled for all regions starting Wednesday, March 23, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Maintenance release for FedRAMP compatibility and improved diagnostic metrics.

Cloud and premises update availability

Enhancements and fixes

• Call analysis model updates to detect 1500Hz machine tones.
• Resolved backward compatibility issue with previous HTTP digest authentication fix per RFC 7616.
• Resolved potential issues cleaning HTTP cache files.

Cloud update availability

Updates for cloud media services occur between 12:00 AM and 5:00 AM in every time zone, starting Thursday, January 13, 2022.

Premises update availability

Updates for hardware devices are available on Wednesday, January 5, 2022. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, January 5, 2022.
• Auto-update enabled for all regions starting Wednesday, January 12, 2022.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added functionality to refresh Polycom, AudioCodes, and SIP softphone data when the system rebalances.
• Call analysis model updates to detect 1500 Hz machine tones.

Cloud update availability

Updates for cloud media services occur between 12:00 am and 5:00 am on Wednesday, January 5, 2022. 

Premises update availability

Updates for hardware devices are available on Wednesday, December 15, 2021. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, December 15, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improvements to VXML session limit logic.
• Call analysis model updates for Malaysia (ms-MY).
• Resolved issue that caused short screen recordings to be discarded.
• Updated ICU time zone database to 2021a1, 2021a2, and 2021a3.
• Updated HTTP Digest Access Authentication compliance (expanded RFC 2617 conformance to RFC 7616).
• Added functionality to support FIPS for FedRAMP environments.
• Updated OpenSSL to 1.1.1l.

Cloud update availability

Updates for cloud media services occur between 12:00 am and 5:00 am on Wednesday, December 8, 2021. 

Premises update availability

Updates for hardware devices are available on Wednesday, December 1, 2021. Administrators can choose to set a specific update schedule or perform a manual update.

• Available for manual update in all regions starting Wednesday, December 1, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Manual and auto-update availability

Enhancements and fixes

• Updated HTTP Digest Access Authentication compliance (expanded RFC 2617 conformance to RFC 7616).
• Updated ICU time zone database to 2021a1.
• Updated OpenSSL to 1.1.1l.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, October 6, 2021.
• Auto-update enabled for all regions starting Wednesday, October 13, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Various performance improvements and optimizations.
• Functionality changes for future Genesys Cloud feature releases.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, September 22, 2021.
• Auto-update enabled for all regions starting Wednesday, September 29, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved inconsistent behavior between WebRTC phones and physical phones so that they both send DTMF signals when muted.
• Removed support for Polycom SoundStation IP7000 hardware phones for Genesys Cloud Voice and BYOC Cloud. The IP7000 is not compatible with the current minimum encryption requirements.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, September 1, 2021.
• Auto-update enabled for all regions starting Wednesday, September 8, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for Indonesia (id-ID).

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, August 11, 2021.
• Auto-update enabled for all regions starting Wednesday, August 18, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improvements to diagnostic logging during Edge appliance shutdown.
• Resolved a carrier compatibility issue with calls disconnecting during a transfer attempt over TLS-enabled BYOC Cloud trunks.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, July 14, 2021.
• Auto-update enabled for all regions starting Wednesday, July 21, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue with premises Edges which could prevent company directory modifications from taking effect until a restart. 
• Call analysis model updates for Great Britain to fix false positive detections of a partial SIT sequence. This issue was resolved for other countries in a previous release.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, June 23, 2021.
• Auto-update enabled for all regions starting Wednesday, June 30, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that occurs when an agent on a persistent connection receives an alert for an incoming call and rejects the call, leaving the call stuck on a queue.
• Resolved issue that occurs when a WebRTC-based agent receives an alert for an incoming call and rejects the call, leaving the call stuck on a queue.
• Added Genesys Cloud STUN address for premises Edges. Edges now send STUN requests to Genesys and Google STUN servers. The first to respond will be used.
• Resolved issue with the Edge rejecting ACD interactions at higher call volumes.
• Improvements to voicemail PIN collection and handling.
• Resolved issue where trunk configurations are not applied to the Edge following a failed fetch.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, June 9, 2021.
• Auto-update enabled for all regions starting Wednesday, June 16, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates to resolve false positive detections of a partial SIT sequence (2 tones) for all language regions except English (Great Britain) (en-GB), which will be resolved in a future release.
• Resource fetching optimizations.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, May 26, 2021.
• Auto-update enabled for all regions starting Wednesday, June 2, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved exception that occurs during Edge shutdown.
• The Edge now enables reconnects for transcription and agent assist monitor sessions.
• Call analysis model updates for the Netherlands (nl-NL).

Manual and auto-update availability

• Available for manual update in all regions starting Friday, May 14, 2021.
• Auto-update will not be enabled for this version due to a known issue with auto-conferencing standalone phones.

Enhancements and fixes

• Resolved issue with non-realtime transcriptions during a secure pause.
• Resolved issue where the Edge does not disconnect the transferring party during a call transfer with the Release Link Trunk feature when used with a certain telco carrier.
• Resolved issue that occurs when a TCP or TLS connection drops before the response can be transmitted, due to an incorrect Via header field composition.
• Resolved issue with receiving faxes in ECM mode.
• Fixed errors occurring during Edge shutdown. 
• Resolved callback connection timeout issue.
• Resolved race condition that caused a prompt play to fail.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, April 14, 2021.
• Auto-update enabled for all regions starting Wednesday, April 21, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• The system now reroutes new incoming calls from one Edge to another if the first Edge reaches a certain threshold of ACD sessions.
• Resolved issue where callbacks from a queue were not including the program ID along with the transcription setting.
• Resolved issue with the SIP transceiver error handling code in a rarely executed failure path.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, March 24, 2021.
• Auto-update enabled for all regions starting Wednesday, March 31, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where incomplete attended transfers are stuck in a queue when the system attempts a new attended transfer.
• Provided additional web service data dip response metadata to VoiceXML documents to improve Architect call flow routing.
• Resolved issue where call transcription continues after the call is transferred to an external number, even though recording has stopped.
• Moved tenant_config from mgmt_site to mgmt_tenant to facilitate tenant management in Call Session Services.
• Updated time zone data for January 2021.
• TTS pronunciation improvements for premises Edge appliances.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, February 24, 2021.
• Auto-update enabled for all regions starting Wednesday, March 3, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where transcription continued during a secure pause.
• The system now passes user-to-user information (UUI) present in incoming calls or added to calls in a flow to the destination during attended transfers.
• Call analysis model updates for Japan (ja-JP).
• Call analysis model updates for China (zh-CN).
• Improvements to media process balancing.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, February 3, 2021.
• Auto-update enabled for all regions starting Wednesday, February 10, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Updated RAID controller firmware for Standard V1 and Standard V2 hardware Edge Appliances.
• Improved concurrent IVR session scaling for cloud media services customers.
• Premises Edge survivability check enhancements.
• Optimizations to diagnostic dump file handling.
• Resolved potential memory leak when certain conditions are met in screen recording.

Manual and auto-update availability

• Manual updates for all regions are available (since Friday, January 15, 2021), but only for deployments that do not use third-party TTS.
• Auto-updates are cancelled for all deployments.
• A new Edge and Media Tier version will be available soon for all deployments.

Enhancements and fixes

• Resolved issue that occurs when multiple call forwarding numbers are configured for a user.
• Resolved issue that occurs for various languages when an inbound call to an agent does not revert to playing the agent’s name using TTS if there is no custom agent prompt.
• Resolved issue that occurs during a blind transfer when the outgoing call is progressing and the pending transfer fails when the outgoing call is connected.
• Call analysis model updates for Japan (ja-JP).
• Improved barge-in handling with third-party TTS providers.
• Improvements for third-party TTS support.
• Improved data and resource refreshes during autoscaling events.
• Improved handling of slow asynchronous TCP connect operations.
• Resolved issue preventing “all-site” statistics for outbound dialing calls to be collected properly.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, December 9, 2020.
• Auto-update enabled for all regions starting Wednesday, January 6, 2021.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Telephony administrators can now specify a time for Edge trunk media captures in the new Capture Until field so that disk space is not consumed indefinitely.
• Resolved a tap resource issue.
• Resolved issue with session variables in a third-party integration.
• Resolved a schedule selection issue.
• Improvements to error handling.
• Resolved issue with the Continue on External Bridged Transfer setting on external trunks.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, November 11, 2020.
• Auto-update enabled for all regions starting Wednesday, November 18, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• System utility callouts now use monotonic time.
• Updated to RAID firmware version 3.0.

Manual and auto-update availability

• Available for manual update in all regions starting Thursday, October 22, 2020.
• Auto-update enabled for all regions starting Thursday, October 29, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Call analysis model updates for Mexico (es-MX).
• Call analysis model updates for South Africa (en-ZA).
• Resolved video track offer handling issue that occurs when the video chat client remote endpoint makes the initial offer.
• Optimized initial connections from cloud SIP to Media services.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, October 7, 2020.
• Auto-update enabled for all regions starting Wednesday, October 14, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an agent coaching issue.
• Resolved a WebRTC ICE issue for Firefox users.
• RAID controller firmware update for Standard V3 models.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, September 23, 2020.
• Auto-update enabled for all regions starting Wednesday, September 30, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• The system now detects and prevents call loops in misconfigured normalization scenarios.
• Resolved issue where the incorrect caller name displays when dialing from a phone.
• Resolved voicemail language check issue.
• Call analysis model updates for Mexico (es-MX).
• Improved memory performance with rtp receiver.
• Optimizations for AES encryption.

Manual and auto-update availability

• Available for manual update in all regions starting Thursday, August 6, 2020.
• Auto-update enabled for all regions starting Thursday, August 13, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added two new Factory Reset menu options.
• Resolved issue with missing LCD menu options.
• Resolved error that occurs in media logs when the drift percentage is out of range.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, July 22, 2020.
• Auto-update enabled for all regions starting Wednesday, July 29, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that resulted in unfinalized recordings.
• Resolved issue that occurs when a station sent to secure IVR is not picked up, resulting in an exception.
• Added a periodic check on the file system encryption key to prevent it from expiring.
• Removed an unnecessary log warning trace.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, June 10, 2020.
• Auto-update enabled for all regions starting Wednesday, June 17, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved consult transfer issue that occurs when the agent hangs up while the consult is routing to another agent, resulting in an extra call showing up on the queue until all parties hang up.
• Resolved issue where TCP and TLS trunks take up to an hour to show active after a network cable disconnect and reconnect.
• Updated time zone data for April 2020.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, May 27, 2020.
• Auto-update enabled for all regions starting Wednesday, June 3, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved dial plan for outbound call error reporting.
• Resolved issue where ringback tone stops playing after 60 seconds while call is still connected.
• Resolved issue with double detection of DTMF digits when transitioning between a dialog and DTMF grammar.
• Resolved issue with missing port number in the SIP module’s Via header field when Near-End NAT Traversal (NENT) is in use.
• Updated locality lookup data for April 2020.

Manual and auto-update availability

• Available for manual update in all regions starting Thursday, May 14, 2020.
• Auto-update enabled for all regions starting Thursday, May 21, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Updated compiler version for Edge binaries.
• Resolved an HTTP client transaction timeout issue.

Manual and auto-update availability

• Available for manual update in all regions starting Wednesday, April 15, 2020.
• Auto-update enabled for all regions starting Wednesday, April 22, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved reporting for locally running device update service on premises-based Edge devices.
• Resolved issue where the call analysis state engine detects answering machines as live speakers while waiting for the beep tone.
• Call analysis model updates for Turkey (tr-TR).
• Call analysis model updates for Chile (es-CL).
• Resolved DNS lookup timeout issue.
• Resolved race condition that occurs when dialog processing is stopped.
• Resolved pitch correction issue that affects faster than normal playback speeds.
• Cache update notification mechanism improvements.

Manual and auto-update availability

• Available for manual update in all regions starting Friday, March 20, 2020.
• Auto-update enabled for all regions starting Friday, March 27, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• For PCV and BYOC Cloud implementations, WebRTC calls no longer probe remote host candidates.
• Resolved issue where changing the line appearance ID causes the phone to lose provisioning and/or registration.
• The Media Server grammar manager now returns identical hash values for identical grammars with different base URIs.
• Resolved MOS scoring issue that caused low scores in good call quality conditions.
• Resolved issue where an ICE candidate fragment used an invalid mid attribute value.
• Resolved issue where the WebSocket protocol client-side implementation did not correctly handle the connection closure.
• Resolved TCP and TLS connection error handling issue.

Manual and auto-update availability

• Available for manual update in all regions starting Friday, February 14, 2020.
• Auto-update enabled for all regions starting Friday, February 21, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where group calls may get disconnected when they go to voicemail.
• VXML exception handling improvements.
• IVR flow memory footprint optimizations.
• Call analysis exception handling improvements.
• Updated locality lookup data for January 2020.

Manual and auto-update availability

• Available for manual update in all regions starting January 16, 2020.
• Auto-update enabled for all regions starting January 22, 2020.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the Edge inconsistently normalizes and routes SIP 302 redirect responses, depending on whether the user’s fax is enabled or disabled.
• Resolved issue where one or more calls remain visible in the call draining display of the Edge status page when an upgrade cycle completes.
• Added resiliency for delayed TCP/TLS SIP protocol responses to enable the TCP connection to persist until all active requests using the connection complete.
• Resolved a Linux routing condition.
• Resolved a VLAN interface condition.
• Updated the default security method value for all phone trunks to TLSv1.2.
• Call analysis model updates for Japan (ja-JP).
• Resolved a race condition that occurs during a TCP or TLS connection closure.

Manual and auto-update availability

• Genesys made manual updates in all regions available the week of December 5, 2019.
• Genesys enabled auto-update for all regions on December 11, 2019, but stopped auto-update for on-premises deployments on December 13.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Updated the default security method value for WebRTC phone trunks to TLSv1.2.
• Resolved group ring issue where the caller does not hear ringback when a remote station responds with 183 and SDP.
• Resolved issue where the voicemail application does not handle fax detection correctly for inbound voice calls routed to voicemail.
• Resolved consult call issue where changing the speakTo party results in hold music played while two parties are speaking to each other.
• Call analysis model updates for Japan (ja-JP).

Manual and auto-update availability

• Available for manual update in all regions starting November 13, 2019.
• Auto-update enabled for all regions starting November 20, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added managed phone support for the Polycom VVX 150, 250, 350, and 450 models.
• Resolved issue where the voicemail application fails to upload user voicemails to the cloud.
• Resolved a regression where certain devices do not select the proper sample rate for telephone events in SDP offer/answer exchanges.

Manual and auto-update availability

• Available for manual update in all regions starting October 30, 2019.
• Auto-update enabled for all regions starting November 6, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where users are unable to receive faxes when there is no associated station.
• Resolved issue where a ReINVITE sent to an external trunk fails to populate the INVITE Contact header with the public IP address.
• Updated locality lookup data for October 2019.

Manual and auto-update availability

Enhancements and fixes

• Call analysis model updates for South Africa (en-ZA).
• Resolved race condition in endpoint idle, silence, and activity detection.
• Updated sync point code to resolve occasional failures due to unsynchronized access.
• Updated the HTTP module to more conveniently support gzip/deflate content encoding on PUT and POST request bodies.
• Resolved WebSocket connection internal timing issue.
• Updated OpenSSL to version 1.0.2t.
• Increased concurrent resource fetches to minimize Edge startup time.
• Updated time zone data for September 2019.

Manual and auto-update availability

• Available for manual update in all regions starting September 18, 2019.
• Auto-update enabled for all regions starting September 25, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where calls are disconnected during a transfer.
• Updated the HTTP module to more conveniently support content encoding of request bodies for HTTP client applications.
• Added support for recent RFC 7235 change to HTTP challenge grammar that makes all parameters optional.

Manual and auto-update availability

• Available for manual update in all regions starting September 4, 2019.
• Auto-update enabled for all regions starting September 11, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved an issue with ACD_WAIT scenarios.
• Various optimizations.

Manual and auto-update availability

• Available for manual update in all regions starting August 21, 2019.
• Auto-update enabled for all regions starting August 28, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added support for Genesys-branded AudioCodes 405, 405HD, and 420HD phones.
• Resolved issue where calls on ACD queues do not terminate when the original agent disconnects the call.
• Resolved issue where emojis (and other non-ASCII characters with higher bit values) in VoiceXML text prompts generate errors on Linux machines.
• Resolved issue where HTTP requests sent through a proxy tunnel fail with a timeout error sooner than expected.
• Resolved issue where HTTP pipelining suppression doesn’t work when the server returns a provisional response.
• Resolved issue where PUT and POST request failures are not signaled back to the caller in a timely manner.
• Improved how the HTTP module uses the 100-continue expectation in requests.
• Improved the HTTP module to prevent corrupted HTTP responses.

Manual and auto-update availability

• Available for manual update in all regions starting July 24, 2019.
• Auto-update enabled for all regions starting July 31, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the URI encoding and decoding of a transfer AAI converts pluses to spaces.
• ICE connectivity check improvements for WebRTC one-way audio.
• Updated locality lookup data for July 2019.
• Resolved issue where transport manager shutdown intermittently fails due to a race condition.

Manual and auto-update availability

• Available for manual update in all regions starting July 10, 2019.
• Auto-update enabled for all regions starting July 17, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that occurs when a Genesys Cloud user adds a third party outside the organization into an ad hoc conference, and the third party sees the Genesys Cloud user’s extension even though the trunk’s Address Override Method is set to Unassigned DID
• Improvements to Edge Out-of-Service and In-Service state changes and call draining.
• Resolved an incorrect Argentina city locality lookup.
• Resolved SIP client transaction table update issue that occurs in retransmitted SIP requests.
• Error handling improvements in WebSocket server code.
• Eliminated potential for a cache lock on unexpected responses from the cloud.

Manual and auto-update availability

• Available for manual update in all regions starting June 19, 2019.
• Auto-update enabled for all regions starting June 26, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue with call control responsiveness on long-running tasks.
• Resolved issue where an Edge restart with trunk ethernet links down results In OPTIONs and REGISTERS failures.
• Resolved issue that may cause large delays in media file uploads.

Manual and auto-update availability

• Available for manual update in all regions starting June 12, 2019.
• Auto-update enabled for all regions starting June 19, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the system did not allow persistent connected remote stations to answer group ring calls.
• Resolved issue where ringback did not function as intended on an external bridge transfer.
• Resolved issue where the VoiceXML fetchaudiodelay property was not operating as intended.
• Resolved issue potentially impacting Standard V3 Edge devices when all network interfaces have static addresses.
• Resolved issue where emojis in a <prompt> element cause the VoiceXML interpreter on Linux to issue a document-terminating error.
• Increased allowed response time for polling SystemD status to avoid unnecessary SystemD restarts.
• Updated the line_outgoing.ccxml file to correct a non-existent tap_recorder_options() method.
• Improved logic for cleaning up orphaned media resources when Edge Control restarts.
• Ensured that JSON data returned from a <data> element does not run unintended ECMAScript code.
• Call analysis model updates for Spain (es-ES).
• Call analysis model updates for Peru (es-PE).
• Resolved issue where call analysis detected a false positive fax CED tone after the call is answered.
• Added logic to the media code to help detect unused resources.
• The Edge now fully supports TLS connection reuse.
• Improved SIP message retransmission sent over TCP and TLS connections.
• Resolved issue where certain delivery receipt notifications result in a 500 status code returned to the sender.
• Improved SIP library support for large SIP messages over TCP and TLS connections.
• Low-level timer improvements.
• Improved reliability of the UDP listener’s ‘close’ operation.
• Genesys Cloud WebRTC now supports DTLS 1.2.
• Updated OpenSSL to version 1.0.2s.

Manual and auto-update availability

• Available for manual update in all regions starting May 8, 2019.
• Auto-update enabled for all regions starting May 15, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where a trunk REGISTER response without a contact header resulted in that trunk and other trunks sharing its interfaces to cancel REGISTER requests.
• Added support for TLS connection reuse specified by RFC 5923.
• Updated locality lookup data for April 2019.
• Improved the timer class implementation.
• Updated time zone data.

Manual and auto-update availability

• Available for manual update in all regions starting April 10, 2019.
• Auto-update enabled for all regions starting April 17, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added support for the Polycom Trio 8500 conference phone.
• Improved static route handling when NIC adapter settings are changed in Standard V2 hardware Edges.

Manual and auto-update availability

• Available for manual update in all regions starting March 20, 2019.
• Auto-update enabled for all regions starting March 27, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved call language detection logic that the system uses to determine which hold music to play.
• Improved reliability of transfers initiated by hardware phones.
• Improved stability of the Edge to Cloud connection.
• Process management improvements.
• Resolved a call control script syntax issue that could cause errors during a replacement speakTo transfer.
• Resolved issue where a transfer that interrupts another transfer can result in the transfer dialog returning a failure, giving unexpected call flow results.
• Improved handling of forked INVITE requests for logging and analytics data.
• Resolved issue where the system parsed header field parameter values using HTTP syntax instead of the SIP syntax.
• Improved handling of situations where SIP requests received over a connection (TCP or TLS) get closed before a corresponding response is transmitted back.
• Updated OpenSSL to version 1.0.2r.

Manual and auto-update availability

• Available for manual update in all regions starting February 27, 2019.
• Auto-update enabled for all regions starting March 6, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where a consult transfer action from a supported hard phone model fails to complete the transfer as expected after the agent presses the transfer button.
• The Edge now saves the system time to CMOS when setting it, if the kernel offers this functionality
• Fixed a syntax error in the CCXML code that caused calls to terminate improperly when a speak-to party attempts to blind transfer a call.
• Resolved issue that can occur when the Edge triggers a call in the process of being transferred to perform a second transfer. This situation can cause the first transfer to receive a disconnect, resulting in unexpected call flow results.
• Call analysis model updates for South Africa (en-ZA).
• Updated locality lookup data for January 2019.
• Process management improvements.

Manual and auto-update availability

• Available for manual update in all regions starting February 13, 2019.
• Auto-update enabled for all regions starting February 20, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where external calls encounter one-way audio or no audio during a forked INVITE.
• Updated Genesys QoS driver certificate.

Manual and auto-update availability

• Available for manual update in all regions starting January 30, 2019.
• Auto-update enabled for all regions starting Friday, February 1, 2019.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved Edge handling of in/out of service commands.
• Resolved issue where a transfer that interrupts another transfer causes the transfer dialog to return a failure and the call flow to provide incorrect results.
• Optimized static resource fetching after features are enabled for an organization.
• Resolved issue where the Edge responded to a cloud query with an excessively large list of interface adapters. The Edge now sends a limited list of functional adapters.
• Increased the maximum recording lengths for personal voicemail greetings and name prompts from 20 seconds to 60 seconds.
• Resolved issue where an inbound INVITE with an SDP containing MIME data failed with a 480 SIP response code (temporarily unavailable). Subsequent retries failed for the same reason. The system now returns a 488 SIP response code, which cannot be retried.

Manual and auto-update availability

• Available for manual update in all regions starting January 11, 2019.
• Auto-updates are currently suspended while Genesys investigates reports of increased WebRTC disconnects in certain situations.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved Edge handling of in/out of service commands.
• Resolved error handling path issue for a hex data UUI data element that failed to convert, resulting in stuck calls.
• Resolved issue where voice activation of the auto-conference PIN did not work in any language other than English.
• Resolved issue with “forked” INVITES occurring when the system processes a Cancel request response.
• Modified handling of certain low-level errors to prevent a TCP or TLS connection from closing.
• Updated to OpenSSL version 1.0.2q.

Manual and auto-update availability

• Available for manual update in all regions starting December 5, 2018.
• Auto-update enabled for all regions starting December 13, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that occurs when the Edge responds incorrectly after receiving a 401 (Unauthorized) response on an already closed dialog.
• Resolved issue where the timing condition between a client API-issued transfer request and an external participant disconnect results in a stuck conversion that must be removed from Genesys Cloud.
• Resolved issue where the suppression of HTTP pipelining does not work if the server returns a provisional response.
• Updated the ICU time zone code and data for October 2018.
• Resolved issue with audio dropping on calls. SIP re-INVITE with silence suppression in the SDP was reordering the PCM codec.
• Resolved issue where phone trunks that share a network interface are slow to update status after they are created or moved to an in-service status.
• Resolved issue where the external party hears ringback on outbound campaign calls distributed to agents with whisper enabled.

Manual and auto-update availability

• Available for manual update in all regions starting October 31, 2018.
• Auto-update enabled for all regions starting November 7, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved TTS issue where pronunciation for years 1999 and earlier was incorrect for United States (en-US), Australia (en-AU), and Great Britain (en-GB).
• Minor optimizations and fixes.

Manual and auto-update availability

• Available for manual update in all regions starting October 18, 2018.
• Auto-update enabled for all regions starting October 24, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved memory management in VXML library logging.
• Resolved issue with Edge containing multiple IP addresses for the same interface. The system now allows only one IP address per NIC.
• Resolved issue where phone numbers with an area code matching the Edge’s site country code failed to match the national outbound route.
• Increased the default national number length for outbound routes from China from 10 to 11.
• Resolved issue in VXML library that caused a parse error, resulting in a failed Architect flow.
• Resolved issue where recent changes to detect INVITE forking affected how the Edge handles 101 through 199 responses lacking a tag parameter on the To field.
• The media server now accepts a recording resume command when the recording is already in a resuming state.
• Added support for the ‘isdn-interwork’ purpose field for UUI.
• Updated locality lookup data for October 2018.
• Resolved issue where erroneous handling of certain error conditions resulted in some SIP and HTTP-related modules to lose track of open active TCP/TLS connections.
• Resolved issue with HTTP pipelining logic and WebSocket response handling logic that could cause the WebSocket connection establishment to fail.
• Resolved issue in the code that establishes CONNECT tunnels.

Manual and auto-update availability

• Available for manual update in all regions starting September 26, 2018.
• Auto-update enabled for all regions starting October 3, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that occurs when a user accesses voicemail from the TUI and types an extension not enabled for voicemail, resulting in a message loop: “This voicemail box is not configured. Transferring to voicemail box retrieval.”
• Genesys Cloud Edge Standard v3 network configuration improvements.

Manual and auto-update availability

• Available for manual update in all regions starting September 12, 2018.
• Auto-update enabled for all regions starting September 19, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the caller hears a short ringback tone when the system transfers the call to an internal IVR menu.
• In cases where there are multiple edges or more than one interface per edge, administrators can now configure the custom external property “trunk_sip_fromHeaderHostnameLocalInterface” of data type ‘Boolean’ to indicate whether to use the local host IP (true) or just a host IP (false) on the call.
• Resolved issue where phone numbers dialed locally in Germany were not matching the default IntraCountry numbering plan.
• Resolved issue with failing external IVR transfers for customers using the BYOC Cloud model. The system now performs external IVR transfers using the Branch Site outbound routes.
• Improved how the system handles network/gateway settings specified multiple times.
• Resolved issue where default hold music plays intermittently even though override on_hold_music is configured in Architect.
• Resolved issue where the network menu is visible on the LCD on some hardware platforms.
• Resolved issue on physical edges where the system could not send SIP REGISTER and OPTIONS even though they are enabled in the trunk configuration.
• The system now enforces a WAN network interface metric of 100.
• Added support for forking of INVITE messages that result in multiple tag parameters appended to TO header fields.
• Modified session timer so that SIP 200 OK responses to a SIP INVITE request do not include the Require header, as specified in RFC4028.
• Updated to OpenSSL version 1.0.2p.

Manual and auto-update availability

• Available for manual update in all regions starting August 22, 2018.
• Auto-update enabled for all regions starting August 29, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved Polycom station caller ID update issue caused by a regression.
• Modified the system’s cleanup logic to correctly detect and automatically remove leaked media resources.

Manual and auto-update availability

• Available for manual update in all regions starting August 1, 2018.
• Auto-update enabled for all regions starting August 8, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Improved error handling when probing for network interfaces.
• Enabled the following Polycom phone models for phone-home provisioning: SoundPoint 321, 331, all SoundPoint 4.x models, SoundPoint 560, 670, SoundStation 5000, 6000, 7000, and RealPresence Trio 8800.
• Call analysis model updates for Chile (es-CL).
• Call analysis model updates for Poland (pl-PL).

Manual and auto-update availability

• Available for manual update in all regions starting July 18, 2018.
• Auto-update enabled for all regions starting July 25, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where an empty media parameter passed into a VoiceXML session caused a VoiceXML ecmascript error.
• Resolved issue where a fax session failed to release resources after a combined I/O error and fax session abort.
• Resolved issue where the asynchronous read stream did not properly process the source’s stream content.

Manual and auto-update availability

• Available for manual update in all regions starting July 5, 2018.
• Auto-update enabled for all regions starting July 11, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where outbound dialing calls using call analysis experience an unexpected call duration timeout when the first call fails and the system attempts to redial.
• The system now updates trunk status every hour to ensure that even rarely used trunks show the correct status. Previously, trunk status expired after seven days.
• Call analysis model updates for Chile (es-CL).
• Resolved issue where an exception could occur due to an invalid SDP fragment.
• Reduced file retrievals after executing data elements in VoiceXML.
• Resolved issue where ampersands in an Architect flow string variable cause the variable’s prompt playback to break.
• Genesys Cloud now supports these ASR diagnostic recording settings: ASR Recording Percentage (% of calls to record, from 0-100) and Type of ASR Diagnostics (Different types of recordings, for example, Basic).
• Resolved issue where the system places a call from a Cisco CUCM on hold, the CUCM attempts to take the call off hold, but the call remains stuck on hold.
• Improved Bridge Server HTTP retry operations.
• The Polycom RealPresence 8800 conference phone now supports MTLS and cloud-provisioning for the Genesys Cloud Phone-Home service.
• Resolved issue that occurs when a fax session completes abnormally and causes high CPU usage on the Edge.
• The system now accepts a recording resume command when a recording is already active.
• Resolved issue where crashes can occur when call legs are accessed concurrently on multiple threads.
• Resolved issue with muting when the opus codec is in use.
• Resolved issue with silence and idle endpoint timeout notifications that results in disconnected calls.
• Improved AddressResolver to eliminate a potential memory leak.

Manual and auto-update availability

• Available for manual update in all regions starting May 9, 2018.
• Auto-update enabled for all regions starting May 16, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• The system now sets dual channel recording only for audio/Opus, audioPCMU, and audio/L16 codecs. It sets all other codecs to mono channel recording.
• TTS dictionary updates to Dutch Netherlands (nl-NL) to improve compound words.

Manual and auto-update availability

• Available for manual update in all regions starting April 25, 2018.
• Auto-update enabled for all regions starting May 2, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added information to unencrypted and encrypted SAFS file header meta data to improve ad hoc recording identification.
• Resolved ECMA script error that caused the Japanese (ja-JP) voicemail TUI to fail.
• Resolved issue that occurs when a voicemail application recording attempts to send a cloud.event.voicemail.notification even though the caller did not leave a voicemail message.
• Updated locality lookup data for April 2018.
• Removed less secure RC4 cipher suites from default ciphers in SSL endpoints.

Manual and auto-update availability

• Available for manual update in all regions starting April 4, 2018.
• Auto-update enabled for ALL REGIONS starting April 11, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the voicemail menu prompts users to listen to new or saved messages when the voice mail box is empty.
• Resolved issue where the premises Edge or virtual Edge appears as down or unavailable after a restart, when it is actually running and available.
• Resolved issue where the system cannot play data from a VoiceXML <record> element when using Media Micro Services.
• To prevent user-initiated and outbound dialing campaign calls from failing due to invalid characters in the phone number, the system now removes those invalid characters when dialing the number. Examples of invalid characters are extended ASCII and white space characters.
• Resolved issue where the customer’s PBX integration provided inaccurate caller name (caller ID) information on the conversation and user interface views when dialing phone numbers shorter than seven digits.
• Added support for Edge rollback functionality for premises hardware Edges.
• Resolved issue that occurs when the language is Portuguese Brazil (pt-BR) and the system plays a continuous failure disconnect tone after a failed outbound external call on behalf of a queue. The default disconnect tone for Portuguese Brazil (pt-BR) now has a timeout duration.
• Added back-end configuration for idle detection and consent freshness for WebRTC stations with persistent connections. The new configuration prevents the system from prematurely disconnecting WebRTC calls.
• Added controls to Media Server grammar compilation to avoid running out of memory due to exceedingly large numbers of alternative pronunciations.
• Improved Media Server grammar compilation time.
• TTS model updates for Spanish United States (es-US) to improve negative number and negative currency readout.
• TTS model updates for Spanish United States (es-US) to improve abbreviated currency readout.
• Call analysis model updates for Chinese Simplified (zh-CN).
• Call analysis model updates for Spanish United States (es-US) and Ecuador (es-EC).
• Resolved issue in TTS where two or more consecutive segments with missing voice prevent the system from processing the remaining valid segments.
• Resolved issue where unencrypted opus recordings receive the default .wav file extension. These recordings now reflect the actual file format.
• Locality lookups now include mobile numbers outside of North America, indicated by “Mobile Number” followed by the country name.
• Resolved issue where Bridge actions in Architect flows fail when an action takes no input parameters, resulting in an empty body request. The Bridge host now replaces an empty body request with an empty JSON body.
• Resolved issue where the system does not normalize the calling address (ANI/Caller ID) for outbound calls made on WebRTC phones.
• Resolved issue where a race condition causes WebRTC phone calls to disconnect after a timeout.
• The system now accepts a recording pause command when the recording is already paused.
• Resolved issue where the diagnostic protocol traces for a combined UDP and TCP protocol trunk configuration sharing the same port configuration on the same Genesys Cloud Edge work for only one of the trunks, due to duplicate protocol trace names.
• IVR system prompt updates for Chinese Simplified (zh-CN).
• Added byte-order-mark (BOM) filter to Bridge Server code to filter out BOM if present in text sent to Bridge connectors.
• Resolved issue where authentication fails when an outbound SIP BYE method is challenged.
• Call analysis model updates for Australia (en AU).
• Enhanced the code that handles the upgrade from an insecure TCP connection to TLS to pass the Server Name Indication extension in the ‘client hello’ message.

Manual and auto-update availability

• Available for manual update in all regions starting February 21, 2018.
• Auto-update enabled for ALL REGIONS starting February 28, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved race condition where Edge Control initialized correctly but could not process calls until restarted.
• Updated the ICU time zone code and data to version 2018c.

Manual and auto-update availability

• Available for manual update in all regions starting February 7, 2018.
• Auto-update enabled for ALL REGIONS starting February 14, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue where the system is unable to make a call when the number starts with two asterisks (**).
• Resolved issue that prevented users from answering inbound conference calls to Genesys Cloud WebRTC stations.
• Interaction data for calls made with Genesys Cloud WebRTC stations now shows all events in the session instead of just the first event.
• Resolved issue where incoming station user alert audio for the one-number fax feature uses TTS instead of the system WAVE resource, resulting in diminished audio quality.
• Resolved issue where the system does not handle SIP transport layer failures appropriately.
• Genesys Cloud can now more easily handle returning 401 unauthorized responses without a WWW-Authenticate field from European carriers that are in violation of RFC 3621 section 22.2.
• Resolved issue where the system does not decrement the client transaction count for requests created but not sent.

Manual and auto-update availability

• Available for manual update in all regions starting January 17, 2018.
• Auto-update enabled for US-East and EU-West regions starting January 24, 2018.
• Auto-update enabled for AP-NE and AP-SE regions starting January 31, 2018.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Resolved issue that prevented the system from writing a completed certificate to disk after writing it to the certificate store.
• Updated the voicemailend.vxml file for German (de-DE), Japanese (ja-JP), and Portuguese Brazil (pt-BR).
• Resolved issue where the system is unable to place calls after a user logs in and logs out of a standalone station.
• Resolved issue where an Architect flow using the Enable Participant Recording action at the start of the flow results in a failed call or uninitiated call recording.
• Resolved issue where the system was able to send a call to an Edge during a system shutdown.
• Resolved issue where, if no one answers a call sent to a group with voicemail disabled, the “No voicemail is available” message is interrupted and triggers an “I couldn’t understand you” loop.
• The system now performs daily automatic updates on Edges not assigned a specific site.
• Resolved issue where the group ring overflow timeout does not reach voicemail.
• Resolved issue where SIP Access Control configured across multiple trunks with the same IP address and port does not verify inbound SIP messages against both source address ACLs and Via address ACLs.
• Call analysis model updates for the United States (en-US).
• Updated locality lookup data.
• Resolved issue where the system does not properly synchronize an internal cache for multi-threaded use.
• Updated to OpenSSL to version 1.0.2n.

Manual and auto-update availability

• Available for manual update in all regions starting December 13, 2017.
• Auto-update enabled for US-East and EU-West regions starting December 20, 2017.
• Auto-update enabled for AP-NE and AP-SE regions starting December 27, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Speech Recognition model updates for English (Great Britain), English (United States), and Japanese (Japan).
• Text-to-Speech model updates for German (Germany). Improved pronunciation of compound words.
• Updated to OpenSSL version 1.0.2m.

Manual and auto-update availability

• Available for manual update in all regions starting November 29, 2017.
• Auto-update enabled for US-East and EU-West regions starting December 6, 2017.
• Auto-update enabled for AP-NE and AP-SE regions starting December 6, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• When the primary external caller in a consulted three-person transfer from an agent to an ACD session disconnects, the system now handles it as a call disconnect. The conversation is disconnected, also disconnecting the agent and the ACD session.
• Re-classified some VXML error messages as warnings.
• The system no longer creates a voicemail session event when an ACD queue is transferred to an agent’s voicemail.
• Resolved issue with internal mixer count statistics.

Manual and auto-update availability

• Available for manual update in all regions starting November 8, 2017.

Enhancements and fixes

• Resolved issue where the system disconnects a persistent connection call when the user does not provide a response, requiring the next station call to establish a new connection.
• Resolved issue where a PureCloud Softphone restart during an active persistent connection results in failed connection calls. The system now disconnects the failed persistent connection to allow a subsequent call attempt.
• Resolved issue with the Spanish (Spain) version of the user station alert where the TTS alternate prompt did not match the recorded prompt.
• Fixed a bug in the code that manages TCP and TLS connections that can cause the system to delete a block of memory twice, resulting in a process crash.
• Fixed a bug in the code that can cause the system to associate HTTP responses with the wrong request.
• Updated the ICU time zone code and data to version 2017c.

Manual and auto-update availability

• Available for manual update in all regions starting October 25, 2017.

Enhancements and fixes

• When a race condition occurs between an ACD transfer to an agent and a transfer to the agent’s queue, the system now gives the transfer to voicemail precedence, preventing the transfer to the agent.
• Resolved issue where Record Opt-in and Opt-Out controls fail on a call that is transferred twice, resulting in a partial trunk side call recording or no call recording.
• Resolved issue where enabling availability on trunks causes a delay in inbound call processing.
• When configuring a phone, all supported languages are now available to select when Auto-Conference is enabled.
• Updated locality lookup data.

Manual and auto-update availability

• Available for manual update in all regions starting October 11, 2017.
• Auto-update enabled for US-East and EU-West regions starting October 18, 2017.
• Auto-update enabled for AP-NE and AP-SE regions starting October 25, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• EdgeMedia can now clean up abandoned resources when EdgeControl restarts.
• Resolved timing issue where a group ring alerts group members while a call is redirected to voicemail.
• Changed PureCloud Softphone TCP timeout value to milliseconds instead of seconds.
• Resolved issue where an extra participant appears in a conference created by a Genesys Cloud web-based (WebRTC) phone user.
• When a call transfers from an Architect flow and Genesys Cloud does not support the assigned language, the system now loads the English, US (en-US) language pack as a default, instead of disconnecting the call.
• When an SNTP server value is provided in Polycom phone configuration, the system now sets the phone to not use DHCP values.
• Resolved issue where an agent hears a failure (fast busy) tone after sending a call to a secure IVR.
• The system now localizes the user alert prompt (one-number fax enabled) for languge regions that require a variation from the prompt plus name sequence, including German (de-DE), Japanese (ja-JP), and Chinese (zh-CN).
• Resolved issue where the system plays an extra prompt when leaving a voicemail for queue using German (de-DE), Spanish, US (es-US), and French, France (fr-FR).
• Resolved issue where the edgeRecordingsPath session value passed to the VoiceXML interpreter contains extra quotes.
• Call analysis model updates for Mexico (es-MX) and Spanish, US (es-US).
• Call analysis model updates for South Africa (en-ZA, af-ZA).

Manual and auto-update availability

• Available for manual update in all regions starting September 13, 2017.
• Auto-update enabled for US-East and EU-West regions starting September 20, 2017.
• Auto-update enabled for AP-NE and AP-SE regions starting September 27, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added more checks in the VoiceXML application files to better handle situations where <data> elements return successfully but do not return content.
• Resolved issue where the Edge state does not update properly and remains stuck in the idling phase following an Edge update or a physical request from the Admin UI.
• Resolved issue where transfers initiated through the IVR do not pass to the transferee.
• Resolved issue where the call attempt fails when the system dials a malformed or non-standard URI or uses a URI in the sip:1.2.3.4:5060 form without a user portion.
• Improved handling of years, dates, and fractions for English, US (en-US), English, Australia (en-AU), English, UK (en-GB) TTS.
• Speech Recognition model updates for German (de-DE), English, Australia (en-AU), French, Canada (fr-CA), Japanese (ja-JP), and Portuguese, Brazil (pt-BR).
• Call analysis model updates for Colombia (es-CO) and Spanish, United States (es-US).
• Resolved issue where error handling for time-out requests stopped other transactions that were still viable.
• Resolved a request pipeline issue where requests were timing out prematurely.
• Resolved internal timing issue that caused CONNECT transactions to fail when they initiated too quickly,
• Resolved issue where the system ignored the configured DSCP value for locally initiated TCP/TLS connections established specifically for SIP traffic.

Manual and auto-update availability

• Available for manual update in all regions starting August 23, 2017.
• Auto-update enabled for US-East and EU-West regions starting August 30, 2017.
• Auto-update enabled for AP-NE and AP-SE regions starting September 6, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• Added support for Mandarin Chinese (zh-CN) in voicemail and autoconference TUIs.
• Recovery of completed ad-hoc and line-side recording is now allowed under mid-call system and telephony network failure conditions.
• Resolved issue where beginning of user prompt is cut off when one number fax detection is enabled. Added a one-second delay at the prompt beginning.
• Trunk recordings for remote and webrtc sessions are no longer enabled by default. To enable this functionality, set the edgeAllowRemoteSessionRecording feature flag for the organization.
• Added additional exception handling and null pointer checks in the VXML library.
• A new trunk configuration value for external trunks, Name Override Method of the Calling Address fields, allows a specified value to override the calling name on a conditional or always basis.
• Improved HTTP error code handling.
• Resolved issue where the system uses custom regex numbering plans to route external calls that do not standardize to E.164 numbers or account for URI parameters, leading to calls being routed to a different trunk or to a different calling or called address.
• Updated Brazil (pt-BR) call analysis based on field diagnostics.
• Resolved issue with handling negative system clock adjustments mid-transaction.
• Resolved issue where the system dropped a TLS connection in the middle of an HTTP transaction, resulting in client-side data related to an improperly reclaimed transaction.

Manual and auto-update availability

• Available for manual update in all regions starting August 9, 2017.
• Auto-update enabled for US-East region starting August 16, 2017.
• Automatic updates roll out to customers over a 10-day period during their organization’s defined maintenance window.

Enhancements and fixes

• The VoiceXML application can now create a JSON string and pass it straight into the request, using the application/json-inin enctype.
• Resolved issue where transfers initiated through IVR played ringback instead of the pre-connect audio.
• Call analysis for the new region Honduras (es-HN) is now available.

• Resolved issue where an attempt to dial malformed or non-standard URIs resulted in multiple SIP schemes and call attempt failure.
• Resolved issue where remote stations in an active multi-Edge environment route calls to the secondary Edge instead of the primary Edge.
• Updated Brazilian Portuguese (pt-BR) locale with additional resource files.
• Resolved issue where the Edge receives a station answer request after the station connected using ACD auto-answer.
• Resolved issue where the echo canceler causes degraded ASR performance.
• Updated locality lookup data.
• Resolved issue where the system drops a TLS connection in the middle of an HTTP transaction, resulting in client-side data left in the HTTP client transaction table.

• Resolved issue with XML parsing error messages that failed to show properly on some Edges.
• Improved confidence model for American Spanish (es-US) Speech Recognition.
• Resolved issue with stuck SIP dialogs on Edge that occur when the UAS fails to respond appropriately.
• Updated Call analysis model for Israel (he-IL).
• Reverted to OpenSSL to previous version due to a regression.
• Resolved issue where persistent station configuration for Genesys Cloud web-based (WebRTC) phones did not display in the telephony UI.
• Resolved issue where Edge processing gaps and lags in incoming and cloud messages caused call failures.
• Resolved issue where the Edge did not send the configured calling address identity override when the original calling address is an email address.
• Resolved issue where the Edge did not properly handle errors returned from the Bladeware VXML layer’s diagnostic logging.
• Improved confidence model for French Canadian (fr-CA) Speech Recognition.
• Resolved opus silence detection issue that could cause a divide by zero exception.
• Resolved issue where, when placing an internal call from a physical station, the caller ID may show the called user’s station address instead of the called user’s address.
• Made an adjustment to prevent excessive call functionality that occurs when an incorrectly configured user forward option causes the number to forward to the user’s own DID.
• TEL scheme inputs with URI parameters now match address normalization and resulting dial plan matching on classification.
• Removed session ID information from external calls.
• Resolved issue where the background compatibility check did not account for Edges running version 1.0.0.5422 or earlier.
• Improved readout of phone numbers and names with initials in various Text-to-Speech languages.
• Improved pronunciations for lesser-used words in various Text-to-Speech languages and in United States English (en-US) Speech Recognition.
• Resolved issue with incorrectly read numbers in Canadian French (fr-CA) and French (fr-FR) Text-to-Speech.
• Improved Speech Recognition optimization.
• Resolved issue where race issue that could cause prompt segment to skip.
• Improved readout of years, times, and mixed letter-digit sequences in American English (en-US), Australian English (en-AU), and British English (en-GB) Text-to-Speech.
• Updated call analysis model for Brazilian Portuguese (pt-BR).
• Resolved issue where error handling for timed-out requests aborted other transactions which were still viable.
• Resolved issue where a certain class of exception was not handled at the appropriate level, causing crash dumps.

• Resolved issue where a final disposition was not sent on some outbound dialing calls.
• Resolved issue where user to user internal fax attempts occasionally result in a failed fax.
• Resolved issue where trunk availability and register checks continue to be sent to proxy addresses after the trunk association is removed from the Edge interface.
• VoiceXML now treats the HTTP “202 Accepted” status code as a success.
• Improved silence detection for calls using the Opus codec.

• Added option to apply “user” and “header” outbound identity privacy.
• Added localized audio ring back for Architect Group Transfers.
• Command file authentication is now enforced.
• Resolved issue where remote station with persistent connections enabled disconnects on idle RTP, instead of staying persistent.
• The Outbound Caller ID Name, Outbound Calling Name, and Asserted Identity Name fields now have character type and maximum length restrictions.
• Resolved issue where certain recognition results causes the BladewareVXML library to throw an exception. 
• Resolved issue that results in calls stuck in an ACD queue.
• Report 500 Level SIP Responses as Trunk Proxy Status Errors.
• There were syntax errors in a number of our SRGS grammar files. These have been fixed.
• Improved echo-cancellation applied to ISR input audio to reduce the chance of false barge-ins in presence of high energy echoes.
• Resolved issue where French Canadian (fr-CA) users could not record voicemail greetings.
• Call analysis detection updates for Japan (ja-JP).
• Call analysis model updates for Brazil (pt-BR).
• Added support to the signing logic for AWS to allow for services to send payloads that are unsigned. Most services require signed payloads but AWS Lex requires unsigned payloads for the PostContent API.
• Updated April 2017 locality lookup.
• Added aio framework for execution time capture.
• Updated ICU timezone information.
• Improved voice activity detection for German (de-DE) Speech Recognition.

• Resolved issue where unroutable inbound calls received an improper 403 No Dialing Rights result.
• Added Edge version in heartbeat to improve version reporting.
• Improved warning and error states logging.
• Resolved issue with handling HTTP 2xx status codes.
• Resolved LDM Edge race condition causing pairing to fail until a restart.
• Resolved issue with improper URIs created for requests.
• Resolved issue with path and authority checking in URIs.
• Resolved issue with call routing through an endpoint’s secondary Edge when the primary is available.
• Improved city/country code database for easier locality lookup.
• Various bug and stability fixes.

• Improved Polycom endpoint management performance.
• Changed to server contract version 4.
• Modified Bridge certificate library source.
• Improved LDM Edge’s ability to monitor and troubleshoot cloud connectivity.
• Various bug and stability issue fixes.
• Edge can now use local certificate authority cache until cloud connectivity re-establishes.
• Resolved an issue where DTMF detection can double.
• Improved retry logic among trunks.
• LDM Edge can now monitor cloud connectivity state even when unpaired.
• Resolved issue with Polycom REFER w replaces causing an exception.
• Resolved issue with Edge sending OPTIONS messages out on disabled tie trunks.
• System serial number now appears in Telephony Admin.
• ARP now limits responses to ethernet for VMs.
• Improved transfer status reporting.
• System serial number now retrieves TA-UI display.
• Resolved inaccurate termination count issue.
• Resolved issue that prevented some 3.x Polycom Endpoints from provisioning.
• Improved logging.
• Trunks now prevented from binding to APIPA addressed interfaces.
• Resolved log file corruption issue. 
• Cleared error information after successful option/register pings.
• Resolved exception when setting an Edge’s NIC configuration.
• Resolved issue that prevented Edge application from running when recovery media is inaccessible.
• Improved de-DE language speech modeling. 
• Improved en-US language model performance.
• Improved de-DE language model performance.
• Improved de-DE language TTS dictionary.
• Resolved es-ES grammar issue.
• Improved pt-BR language.
• Improved logging library to allow for increased number of log files.
• Updated time zone information.