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- Genesys IVR-SFDC Integration using APIs
- Member profile details
- Authentication
- Intelligent Routing
- CTI for Agent Screen Pop up.
- Genesys Voice mail to Email Integration for auto ticketing.
- Customized UI for Wrap up codes integrated with SFDC.
- Genesys- Fi-Serve Integration using Audio codes SBC & ATA.
- Phone banking over WAN / SIP Cloud.
- Forward and return telephony path to Genesys Cloud for Members.
- Genesys- Email Integration through SMTP.
- Proofpoint Integration with Genesys Outbound Emails.
- Genesys-Okta Integration
- Okta SSO Integration with Genesys Cloud.
- SCIM Integration completed, and Client team decided to remove this.
The Genesys Cloud edges are maintained and managed by Genesys.
Sites
A site is an entity in Genesys Cloud that you use to establish a set of rules for routing calls. These rules consist of settings that specify number plans and outbound routes.
• The number plan associates specific types of numbers with certain classifications.
• The outbound route associates classifications with specific external trunks.
Objects such as phones associated with a site share the same rules. When a user makes a call from a phone, Genesys Cloud identifies the site, and the number type and uses that information to route the call to the best outbound trunk or endpoint. Phones that are associated with a site are usually located in the same general area and have the same general purpose.
Client works out of 32 locations. A site has been created for each location. The configuration workbook has the list of sites and locations that are configured.
Edge Devices
The Edge is a cloud-managed network application that provides core telephony services.
Number Ranges/DID’s
A DID is a dialable number that route to an object, for example an inbound call flow or a user. Multiple number ranges may be provided by multiple telephony providers.
There are approximately 270 DIDs configured in the system.
Extensions
Add a single extension or a range of extension numbers associated with the organization.
Genesys Cloud supports several types of phones and provides basic and advanced configuration controls.
WebRTC Phones
Poly CCX
Other Genesys Cloud Applications
Desktop Application
Use a dedicated application . Run Genesys Cloud as a standalone program, keeping it separate from your browser windows and tabs.
Launch Genesys Cloud automatically . Automatically start up Genesys Cloud when your machine starts up, preventing you from missing important communications.
Run in silent mode . Close the window but continue to run Genesys Cloud in the background, allowing you to continue receiving chats and notifications.
Update automatically . The desktop app notifies you when a newer version is available and prompts you to refresh or install it.
Telephone User Interface (TUI)
The telephone user interface, or TUI, allows you to check voicemail and set options directly on your phone.
- Listen to personal messages.
- Set voicemail options.
- Listen to group messages.
Mobile Application
Genesys Cloud offers mobile applications for Collaborate and Supervisor.
Access Control
The following objects require a division to be specified:
- Architect flows
- Queues
- Users
- Outbound dialing campaigns
- Outbound dialing contact lists
- Outbound dialing Do Not Call lists
- Management units
Organization Configuration
- Organization Settings
- Password Requirements
- This procedure explains how to configure Genesys Cloud password requirements. If you want to disable Genesys Cloud login and use a single-sign-on (SSO) provider instead, see Configure Genesys Cloud to authenticate with SSO only.
People and Permission
Users
Single Sign-On and SCIM
Divisions
In Genesys Cloud, administrators can separate and group configuration objects into separate divisions. A division is a way to group and segregate objects but keep them inside the same organization. For example, you can create divisions by business units, countries, and office locations and then assign configuration objects to each division. After you create and configure divisions, you can use roles to grant user access to divisions, and thus the objects within each division.
Roles and Permissions
- Call Flows
A call flow is a connected series of actions and parameters that make up the caller experience through different phases of an interaction; it defines what the caller hears when they call a number. Flows are designed and built by dragging actions from the Architect Toolbox into the menu and configuring them in the action design area.
There are 12 call flows in the Genesys Cloud system currently.
- Prompts
- Prompt Bulk import
Routing
- Scheduling
- Schedule Groups
- Call Routing
- Emergency Routing
Recording Retention Policies
- Voice Recording Retention
- Archived after 90 days
- Deleted after 365 days
- Screen Recording Retention
- Archived after 30 days
- Deleted after 365 days
- After call work is recorded
Contact Centre Requirements
- ACD Skills
- Agent Utilization
- Queues
- Groups
- Wrap-Up Codes
- After Call Work (ACW)
- Scripting
- Canned Responses
- Screen Recording
- Screen record agent desktop activity
- GCBA (Genesys Cloud Background Assistant)
- Email Configuration
- Integrations
- Genesys Cloud Data Actions
- Salesforce Integrations
- Quality Management
- Quality Management Process
- Speech and Text Analytics
- Reporting
- Views
- Dashboards
- Workforce Management
- Business Units
- Management Units
- Service Goal Templates
- Planning Groups
- Forecasts
Key Roles & Responsibilities
- Provide remote support for Genesys systems and applications.
- Monitor and troubleshoot Genesys applications and related infrastructure.
- Respond to service requests and incidents in a timely manner.
- Collaborate with Level 2 and Level 3 technicians to escalate and resolve complex issues.
- Document all support activities and maintain accurate records.
- Assist in the implementation and configuration of Genesys solutions.
- Participate in regular training sessions to stay updated on Genesys technologies and best practices.
- Provide excellent customer service and ensure client satisfaction.
- Adhere to company policies and procedures.