InGenius Recently Added Features
This page lists the features that have been added to InGenius recently and the version they were introduced in:
Auto-Decline Functionality
The Auto-Decline Enhancement has been introduced to improve call-handling efficiency by allowing automatic declining of inbound calls when an agent is otherwise occupied and unable to accept them. In the scenario where an agent is already handling an ACD or direct inbound call for example, and another call comes in, this functionality now ensures these calls are automatically declined to prevent disruption. For more information on this feature's behavior, consult this page. To turn this feature off, contact InGenius Support.
ServiceNow Support
InGenius Connect now fully integrates with ServiceNow, including newly added support for Asterisk and Genesys Cloud. Features include seamless integration of Click-to-Didal into your ServiceNow environment through applied macros to record types instead of individual records, improved ability to relate records to calls, unified status representation, and advanced work assignment (AWA) without the need for a separate login prior to importing statuses. For full details on supported telephony and views, refer to the supported platforms page.
Personal Voicemail Display Support
Agents using Service Cloud Voice can now receive and track voicemails assigned to them through the Omni-Channel client UI. Agents can receive voicemail notifications from direct extension, consult, and transfer calls. A notification is sent when receiving a new voicemail, and the number of new and saved voicemails can be tracked under the Phone section of the client UI. An 'InGenius Voicemail' component must be added to your Contact Center settings to enable this feature.
Genesys Engage Queued Callbacks
InGenius now supports queued callbacks for Genesys Engage telephony systems with SCV. A queued callback can be requested by both the agent or the customer. A customer can request a queued callback while waiting, in a virtual queue, for an agent to respond to pick up the call. The IVR prompts the customer to ask if they need a callback and on what number. The agent can schedule a callback or reject it for another agent to pick up.
Some functionality is further described in feature behaviors.
Telephone Directory Support
Agents can now use the telephone directory while making an outbound call. The directory is immediately accessible when initiating an outbound call, and allows for the retrieval of contact information in real-time.
Multi-product Registration
InGenius now allows for two product integrations for a Salesforge Org. The correct product is loaded for each user based on the call center/contact center that they are assigned to.
Multi-line Support [Genesys Engage]
Multiline support for Genesys Engage allows multiple devices associated to a user, allowing for calls to be made and answered on any available line. In order to enable multiline support for users, an additional parameter must be added to the advanced telephony settings in the Admin App. Refer to the steps in the Configure Telephony Profile page for more information.
User Admin App Assignment
CRM administrators can now grant non-system administrators access to the InGenius Admin App through either custom permission set (Salesforce) or security role (Microsoft Dynamics) assignment.
Regional Deployments
New additional deployment regions allows for InGenius to be hosted at a location most suited to you. InGenius currently supports hosting deployments in Canada, the United States, Ireland, and Australia.