EX Engage Connector Configuration Sync Service

This article provides details about all 100.0.x releases of EX Engage Connector Configuration Sync Service.

September 29, 2023 (100.0.100.07)

EXCP now supports injection of more Engage call scenarios into GC, including:
- Predictive outbound campaign calls and callback calls, which are routed to agents
- Calls with consultation transfer completed while the consultation call is on queue or on ringing agent's phone
- Calls with complex routing scenarios where a call traverses multiple queues or even gets queued on multiple queues at the same time

Important

Fully automated (agent-less) campaigns and ASM dialing mode with merging two independent calls made to agent and to customer are still not supported.

Consult calls initiated by Engage agents and completed before the call is distributed to an agent are now marked correctly as blind transfers. Earlier, the corresponding GC conversation may be marked as Abandoned and/or the GC conversation may represent only part of the Engage call. (CCECP-620)
Call transfers to DNs where the agent is not logged in are now ignored. Previously, the ACWQueue metric in EXCP was not decremented when a call was transferred to a DN where the agent was not logged in. (CCECP-621)

EXEC Config Sync will be able to sync Engage Contact Center objects stored in Oracle databases. (CCECS-479)

EXEC Config Sync service will sync only Virtual Queue DNs to Genesys Cloud. Previously, the DNs of types ACD Queue, Routing Point, Virtual Queue, and Routing Queue were mapped as ACD Queue objects and synced to Genesys Cloud. (CCECS-533)

The Health API now returns a 200 OK response only when the dependent services are connected successfully; otherwise it returns a 503 response. Previously, the Health API would indicate a success even if dependent services like Config DB, Redis, and Genesys Cloud cannot be connected. (CCECS-499)

This is the initial release of EX Engage Connector Configuration Sync Service (EXCS).

If a User Name of an Engage Person is not in a valid email format, then this person is originally synchronized to GC using a valid email from either Employee ID or E-Mail fields but later EXCS sets a corresponding GC User into the Inactive state. (CCECS-509)
EXCS doesn't re-create a mapped configuration object in the EX Org if this object is manually deleted. (CCECS-503)
EXCS doesn't remove an ACD queue in the EX Org if a corresponding DN is deleted in the Engage configuration. Instead, EXCS only unlinks the existing mapped members from such ACD queue in the EX Org. (CCECS-463)