Frequently Asked Questions

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

  1. Navigate to: 
  2. Click the GET STARTED tab. 
  3. Click the Request My Support Account button. 
  4. You will be asked to supply your corporate email address. 
  5. You will be asked to specify which level of access you are requesting.
  6. There are three levels of access:
    • Basic
    • Read-Only
    • Read-Write (Designated Contact)
  7. If you are not certain which level of access is appropriate for your role, see My Support Access Levels.

No, we only bill for users that login to the desktop, web, or mobile user interfaces.

Any individual who has access to the My Support Portal will be assigned a Personal Identification Number (PIN). Upon calling Genesys Product Support, they may ask for your PIN to verify your identity.

If you forgot your My Support credentials or are having issues logging in, try the Forgot Password option to confirm your credentials. If issues persist, ask a colleague to open an Admin Case.

CAUTION: Your PIN is tied to your personal information. Never divulge your PIN elsewhere.

  1. Login to the My Support Portal.
  2. Next to your username, click the dropdown arrow and go to Manage Profile > My Profile.
  3. Your PIN and other personal information will be here. Please make sure that other fields are properly updated.

Genesys provides a file transfer tool on My Support to allow customers to upload logs and other files that may be needed to help resolve Cases. Clicking the Transfer Files button within any non-closed Case launches the browser-based File Transfer Client, which provides the following features:

  • Secured data transfer over HTTPS
  • Sending multiple files concurrently
  • File transfer resume capability
  • Integrity validation
  • No file size limit

Browser settings and other system requirements

The following browsers are supported:

  • Internet Explorer v11 or later
  • Chrome v44 or later
  • Firefox v39 or later
  • Safari v8 or later on Mac OS

To use the built-in file transfer tool, the following settings must be in place:

Temporary FTP Accounts

A situation may arise when the file transfer tool on My Support cannot be used for a given transaction. To address this need, Genesys has established the Temporary FTP Account process.

For a given Case, you can ask Customer Care to create a temporary FTP account, and then use an SFTP client application of your choice to transfer the files.

SFTP clients for Windows:

  • WinSCP
  • FileZilla
  • CuteFTP
  • PSFTP
  • Core FTP
  • Fire FTP

SFTP clients for macOS:

  • FileZilla
  • ClassicFTP
  • Fire FTP
  • Secure FTP
  • Cross FTP

Unix users can use the SFTP utilities built into the operating system.

Once the temporary account is created, it will be associated with the given Case and remain active for the next 5 days (120 hours total). The login credentials along with the expiration date will be displayed in the Temporary FTP Account section of the Case details page while the temporary account is active.

Cases will arrive to them the same way others do today.

Product Support will see in the script that comes up with the interaction that is flagged as FedRamp so it’s very clear this is for a FedRamp customer.

Product Support is scheduled for 24x7 support coverage.

If you do not have a My Support account, you must request an account. Your corporate email address will be required. Allow 48 business hours to receive your credentials.

NOTE: If you are having trouble with your My Support credentials or are unable to login, try the Forgot Password option.

Non-urgent issues 

Web

Open new cases via the My Support Portal.

Phone

See our phone listings for your local number.

Email

WARNING: Do not use this email address to report new issues or open Cases. Use web or phone to open new Cases.

  • Use customercare@genesys.com for all email communications with Product Support.
  • You can contact us via Email for updates on existing Cases or if you are unable to login to My Support.
  • You can update an Open Case by Email if you reply to an Email originated from the Case by a Genesys Customer Care representative or to an automated Case notification. An Email originated from a Case includes a special Reference ID, which ties any reply back to the Case.

Urgent issues

  1. Call Product Support.
  2. Your Personal Identification Number (PIN) may be required to verify your identity, see Locate your PIN.

Are you still having issues?

  1. Create an email with the following information:
    • Full name
    • The email address associated with your My Support account
    • Company or partner name
    • Phone number
    • Description of the issue (e.g., cannot login, bad link, etc.)
  2. Send the email to:

Genesys Care provides several apps and tools to help customers and partners manage their Genesys environments and quickly diagnose and resolve issues that may arise.

NOTE: The Genesys Care Tools Terms and Conditions apply to all tools offered through Genesys Care. By downloading or using any of the tools, you agree to these terms.

  • Workbench 8.5 GDPR Data Purge Utility: a GDPR (General Data Protection Regulation) related utility that deletes/purges ALL Workbench data, older than 30 days, from the customers Workbench 8.5 deployment.
  • Log File Masking Utility: standalone utility that sanitizes log files of sensitive information before they are sent to Customer Care for support case investigation.
  • Kazimir: is a GUI troubleshooting tool for T-Server, Universal Routing Server, and Outbound Contact Server log file analysis.
  • SIP Log Visualizer: displays a graphical diagram of SIP and T-Library messages in the SIP server log file.
  • Ts2db for Windows, Solaris, HP/UX: examines one or more logs from T-Server and provides a breakdown of each event and request, listing each attribute within them.
  • CallFlow for Windows, Solaris, HP/UX: examines a T-Server log to extract all of the Requests and Events that pertain to a specific ConnectionID. Output is provided in the form of an Excel workbook.
  • CpdView for Windows: examines one or more logs from CPD Server and provides a breakdown of useful information for debugging and optimizing an installation.
  • OcsView for Windows, Solaris, HP/UX: examines one or more logs from Outbound Contact Server and provides a breakdown of useful information for debugging and optimizing an installation.
  • Support Test Phone: TLibrary based, statically linked softphone that will work with any switch, supports all TServer client features.

FedRamp cases are excluded from the mobile app. 

Support contacts are unable to use the mobile app for FedRamp cases, FedRamp orgs, or access the FedRamp My Support Portal.

  1. Go to Manage Profile > Open Admin Case.
     
  2. Complete the details for the admin case. 
  3. Click Save

Why migrate to the Cloud model? 

The Cloud-based Edge deployment model has enormous benefits over their On-Premises counterparts.

Dollars to donuts

  • There is no additional charge to using Cloud-based Edges. 
  • The customer’s call capacity can be easily increased to meet their business needs with no added capital expenditure. 
  • No co-location cost. 
  • No physical Edge devices to buy (or replace after the three-year warranty lapses). 

Simplified environment 

  • Network, VPN, and Firewall/Security configuration make up the most common Product Support issues seen by the Genesys Cloud Product Support Telephony team. Taking the Edge out of equation allows customer and partner network engineers to wholly eliminate that variable.  
  • Improved supportability for both customers and the Genesys teams. 

No physical maintenance needed 

  • Cloud-based Edges have a lifetime warranty and are replaced with a brand-new instance monthly! 
  • Never again experience downtime due to the need to replace a failed physical Edge device.  
  • Save time with reduced troubleshooting and removing RMA potential. 

Speed and High Availability (HA) connection 

  • Direct connection to the AWS global carrier-class backbone 
  • Genesys Cloud Product Support engineers have a direct connection to Cloud-based Edge logs, meaning a failed or slow ISP connection will no longer hinder the investigation of their issues. 

Scalability 

  • Cloud-based Edges automatically scale to meet short-term unexpected volume spikes. 
  • Cloud-based Edges can be pre-scaled to handle expected business needs such as holidays, marketing campaigns, etc... 

Enhanced security 

  • Every Cloud-based Edge instance exists within a single virtual machine (VM) that has a maximum lifespan of 30 days for security purposes, after which the device is decommissioned, and a new VM/Edge instance takes its place.  
  • Genesys Cloud updates the OS/Security patches on Cloud-based Edges every 30 days so things are always current. 

Customers can choose to remain with their current Carrier if they meet Genesys Cloud Carrier requirements or can opt to move to Genesys Cloud Voice. Some upcoming Genesys Cloud features will only be available to customers using Cloud-based Edges.

How to begin the process

Genesys considerations

  • Customers cannot complete the project on their own due to certain permissions and backend tools that are only available to Genesys personnel.  
  • It is a recipe for frustration to allow a customer to try to migrate on their own due to its complexity and dependency on multiple Genesys teams to coordinate their efforts.  
  • The customer’s account team will need to amend their subscription by adding either Genesys Cloud Voice or BYOC Cloud.  

Customer considerations

  • How will removing physical Edges affect the path data/audio needs to travel?  
  • Physical Edges allow local carrier connections at each location with an Edge.  
  • BYOC Cloud requires that all data/audio flow in and out of the AWS Region the Org is in. 
  • Is their current carrier compatible with BYOC Cloud
  • Will any numbers need to be ported as part of this migration? 
  • Are the stations used by agents compatible with BYOC Cloud? 
  • Phone Compatibility Matrix 
  • Should the customer consider Amazon Direct Connect as part of this migration? 
  • Does the customer understand the importance of a stable and quality internet connection when using GCV/BYOC Cloud? 
  • What is the customer's normal concurrent call volume? GCV and BYOC Cloud Orgs are configured for 400 concurrent calls by default. If the customer runs higher than this, they will need to have their Org scaled to accommodate. 
  • The customer will need to work with Professional Services on the plan for migrating between their BYOC Prem and BYOC Cloud deployment. Sites, number plans, locations, trunks, stations, etc., are all affected by migrations. Migrations without downtime also add complexity to this plan. 
  • Does the customer have any Architect flows that dip into other systems, and are those systems accessible through the public internet? 
  • Is the customer's Networking team ready for the firewall changes that will be required? 

The process itself

These are the typical steps of a Premises to Cloud-based Edge, and the parties that will be involved with each step. 

  1. The customer decides that they want to migrate to the Cloud.
  2. Customer engages with their partner/CSM so Genesys can create a new quote with the correct Product/Features. 
  3. The new quote is signed, returned to Genesys, reviewed by Order Management & Finance, then approved. 
  4. After the quote is approved an order is created, and the CCDB/Subscription tied to the customers Cloud Deployment is updated with this new Order. 
  5. Billing Automation steps in and adds any new products added from the quote  
  6. Billing Automation does NOT remove any old items; this happens later. 
  7. The PS (Professional Services) team carries out their migration, and then cuts over to the new deployment model.  
  8. This is a large step, and could takes days, weeks, or months depending on the complexity of the migration. 
  9. After the migration is complete and confirmed stable, Genesys Cloud Product Support comes in and removes old configuration, products, and features.  
  10. Steps for this stage vary depending on what deployment model is being removed.  

  1. Go to Manage Profile > Manage My Admin Cases
  2. Select one of the pre-defined queries from the drop-down list to view your admin cases (My Non-Closed and My Closed Admin cases). 
  3. From the resulting list, select the Case Number for the admin case you wish to review.  

The following information is outlined for Genesys Cloud only; not applicable to on-prem environments.

Considerations

The following considerations must be followed or the test may be declined:

  • Limits
  • Time of Day
    • 11pm - 5am regional Friday & Saturday are preferred, business justification must be provided if other times are listed
    • NO testing is allowed during peak regional hours (6am - 9pm)
  • Testing Results: Testing is considered experimental and the outcome of the test cannot be guaranteed
  • Testing Execution: Genesys Cloud does not perform testing on behalf of our clients (single tenant orgs), but have recommended partners in AppFoundry

Helpful resources 

How to request a production load test

NOTE: Steps do not guarantee the test will be approved. 

  1. Requests must be submitted a minimum of 2 weeks in advance.
  2. Complete the GenCloud Testing Form.
  3. Open a case with Product Support and provide the completed GenCloud Testing Form.

Genesys Cloud is a premiere platform for your telephony needs. To ensure that we can provide the best network connectivity worldwide, we have partnered with Amazon Web Services (AWS). Because of AWS’s worldwide reach, network connectivity between your Local Area Network (LAN) and Genesys Cloud should be fast and trouble free. 

However, there can occasionally be a glitch in that connectivity path that results in network latency, which impacts call quality. Based on our troubleshooting experience, we have discovered that the majority of those glitches are located on the customer’s LAN. The glitch could be caused by an overloaded workstation running with the minimum system requirements for Genesys Cloud or it could be the result of an improperly configured firewall.

To help you diagnose those glitches on your LAN, you can use the Genesys Cloud Network Readiness Assessment. You can get this tool by opening a support case. For more information, see My Support Portal.

In this article, you’ll find detailed instructions on how to run and interpret the results provided by the Genesys Cloud Network Readiness Assessment tool.

If you have questions, see the Genesys Cloud Network Readiness Assessment FAQ.

What is the Genesys Cloud Network Readiness Assessment?

The first thing that you must understand about the Genesys Cloud Network Readiness Assessment is that it is designed to provide a moment in time snapshot of your LAN. As such, we recommend that you run it multiple times and on multiple systems in order to gain an accurate assessment of your LAN’s performance.

The results generated by the Genesys Cloud Network Readiness Assessment can vary significantly based upon when you run the tool and the network load at that time. If there are large variances in your network’s load, then you should run it when you believe that your network is busiest to ensure that the results indicate what you would consider acceptable performance for your planned load.

With that in mind, the Genesys Cloud Network Readiness Assessment looks at the network performance (bandwidth, jitter, latency) as well as the connectivity (firewall settings) and help you to understand potential issues.

Run the tool

We recommend that you run the Genesys Cloud Network Readiness Assessment on various computers on your network and various times throughout a normal work day. 

Run the Genesys Cloud Network Readiness Assessment

  1. Click the link in the email that you receive from Genesys.
  2. If prompted, download and run the BCS client.
    • NOTE: The BCS client is a client side application that enables accurate VoIP, SIP, Route testing from within a browser.
  3. Select the correct AWS region.
  4. Enter your organization name.
  5. Click Start the Test. (As the test runs, you’ll see a progress animation.)
  6. When the test is complete, you can look over the results using the information in the Understanding the results section below as a guide.
  7. To save the results to a file, click Download Results.
  8. The results file will appear as a .TXT file in your browser’s status bar. For more information, see the Compiling the Results section below.

Understanding the results

When you run the Genesys Cloud Network Readiness Assessment, you’ll see the results displayed in two columns titled VOIP and Firewall. 

VOIP

The VOIP column on the left side displays the results of your overall network performance. Proper network performance is critical for voice calls, internal video calls, co-browsing, etc. 

NOTE: To be able to understand the VOIP metric descriptions, you need to have a basic understanding of what a network packet is. When data is sent over a network, it is divided up into multiple small units called packets. Along with the data, each packet contains control information that essentially identifies the data. More specifically, control information provides the source and destination network addresses, sequencing details, and error detection. The source and destination network addresses are self-explanatory. The sequencing details are instructions on how the packets should be reassembled and the error detection identifies corruption in the packets. There are many other very technical pieces that make up a packet’s control information, but as far as the Genesys Cloud Network Assessment goes, these are the three main pieces of information that you need to understand.

Measurement Expectation Description

Up/Down Jitter

The up and down jitter metric should be less than 30ms.

If you see jitter metrics that are consistently higher than 30ms, then you need to take a closer look at the amount and type of traffic on your network.

Jitter is a variation between the time when packets are sent and when they are received. When sending, packets are evenly spaced and flow in a continuous stream. Due to network traffic, the packets can become unevenly spaced and the flow can be inconsistent. The receiving end compensates for this by buffering the packets and then passing them on in an evenly spaced continuous stream.

Up/Down Packet Loss

The up and down packet loss metric should be less than 1%. When packets fail to reach the destination due to heavy network traffic or total corruption, the network must resend the data. This impacts overall network performance
Packet Discards The packet discards metric should be less than 5%. When the jitter buffer exceeds is limits, the buffer discards any additional packets.
Packet Order The packet order metric should be 98+%. When packets travel over a network, they may take different routes and therefore arrive in a different order than they were sent. This can be compensated by jitter buffers as long as the packets arrive quickly enough to be re-sequenced and do not have to be discarded.
Round Trip Average Time The round trip average time metric should be below 150ms. The round trip average time measures the latency between the selected Genesys Cloud AWS region and your location. 

Up/Downstream MOS Score

The MOS score metric should be 3.6 or higher.
The MOS scores provide a range between poor and excellent voice quality. The MOS score is based on all the network performance measurements and will  incrementally decrease as the other other measurements deviate from the recommended values. 


Firewall

The Firewall column on the right provides a simple Pass/Fail test on your firewall. All of the ports listed in this column must be open on your firewall in order for Genesys Cloud and your network to communicate properly.

All ports, with the exception of Port 53 and Port 19302, should be marked with a green check and be identified as passed.

NOTE

  • Port 53 is used by DNS and is usually flagged with a red x and identified as failed. This is common and nothing to worry about.
  • Port 19302 is used by STUN and is optional and may be flagged with a red x and identified as failed. If you are not using STUN, then this is nothing to worry about.

If any of the ports, other than 53 or 19302, are flagged with a red x and identified as failed, you will need to open those ports on your firewall. For more information, see:

Compiling the results

After you run the Genesys Cloud Network Readiness Assessment and download the results, you’ll want to add the results in an Excel spreadsheet You’ll want to do so for each computer on which you run the tool. (If there are multiple issues, having all the data in a spreadsheet will help Genesys Cloud Customer Care more efficiently troubleshoot the problem.) You can download an Excel spreadsheet template here

NOTE: The spreadsheet template contains sample entries so you can see how to compile your data.

  1. When assessment results appear in your browser’s status bar, open the .TXT file.
  2. Press CTRL-A to select all the results data in the file.
  3. Press CTRL-C to copy the data to the clipboard.
  4. Access the Excel spreadsheet template.
  5. Press CTRL-V to paste the results data in the spreadsheet. 
    • TIP: To make collecting the data from the Genesys Cloud Network Readiness Assessment as easy as possible, consider using a USB flash drive. 
    1. On the drive, save a link to the Genesys Cloud Network Readiness Assessment and save the Excel spreadsheet template.
    2. When you get the assessment results, save the .TXT file with a unique name on the drive
    3. Add the results data to the spreadsheet. 
    4. This way, when you finish you will have everything in one place.

Call Flows are built with various Stages:

  • Start Call
  • Receive Media
  • Send DTMF Tone
  • Send Media
  • Wait for Agent
  • Wait
  • End Call

NOTE: Every Call Flow must begin with a Start Call and end with End Call . All other Stages are optional, and can be added to the Call Flow in any order for testing a specific call routing journey.

Start Call Stage

The first stage of every Call Flow, this registers the Workbench Caller User SIP account and initializes the call.

Properties

  • Destination (required):
    • The destination DN and IP address (i.e. a Genesys SIP Server RP)
    • Required Format: DN@IPaddress
  • Caller User (required).
    • The DN that will be used to place the call from Channel Monitoring (as configured in the Genesys SIP server)
    • Required Format: DN@IPaddress
  • Caller Password (required)
    • The password for the calling DN (as configured in the Genesys SIP server; enter the DN if no password assigned)
  • DTMF Method (required)
    • The method that will be used for sending DTMF tones with this Call Flow
    • Options:
      • RTP:As defined in RFC 4733
      • SIP INFO:Sends the tones using out-of-band SIP INFO messages
      • INBOUND: Audio tones are sent in the RTP stream
      • AUTO: Uses RTP DTMF, and if not available, uses INBAND DTMF
  • Start Call Timeout
    • The timeout in seconds for the initialization of the call.
      • This value can be any positive integer; if no value is entered, or the specified value is not in the correct format, the default value of 30 seconds is used.

Receive Media Stage

Listens for media to be sent from the Call Flow under test; the media that will be selected for this stage must be uploaded through the Channel Monitoring Media Files upload page.

NOTE: the comparison is duration [length of media file] based, not content.

Properties

  • Media Category (required)
    • The user-defined category to filter the media; this is created when a Media file is uploaded to Workbench Channel Monitoring and is used for organizing (i.e. Support, Sales) the media files.
  • Media To Receive (required)
    • The media that is expected to be sent by the Call Flow under test
  • Receive Timeout (required)
    • The timeout is in milliseconds; if media is not received from the Call Flow under test before this time elapses, then the test call fails and, if configured, an alarm is raised.
  • Receiving Duration (optional)
    • The duration in milliseconds of the length of the media to be received; if no value is specified, then the length of the selected media file is used.

Send DTMF Tone Stage

Sends a DTMF tone to the call routing system/flow under test.

Properties

  • DTMF Tone Sequence (required)
    • The sequence of digits/tones that will be sent to the System Under Test.
    • Required Format: at least one digit but a sequence of digits can be specified. For example: 112233

Send Media Stage

Sends media to the call routing system/flow under test; the media that will be selected for this stage must be uploaded through the media upload page. See the “Upload Media” section for additional details.

Properties

  • Media Category (required)
    • The user-defined category to filter the media; created when a Media file is uploaded to Workbench Channel Monitoring and is used for organizing (i.e. Support, Sales) the media files
  • Media To Send (required)
    • The media that is to be sent by the test call
  • Sending Duration (optional)
    • The duration in seconds of the media that will be sent to the call. If no value is specified, then the file is played in its entirety.

Wait for an Agent Stage

Waits for a response from an Agent and records the length of time before connecting with an Agent; the Stage can be configured to accept a connection from any Agent or from a white-list of appropriate contacts.

  • Wait for Agent Timeout:
    • Maximum time in minutes to wait for connecting to an Agent; if this maximum time is exceeded, the call fails and, if configured, an alarm is raised.
    • This value must be an integer; if no value is entered, or the specified value is not in the correct format, the default value of 5 minutes is used.
  • Expected Agents: (optional)
    • The list of Agent DN’s that will determine the success of a transfer if a connection is made to any Agent in the list.
    • If the list is left blank, the success of the transfer is determined by a connection to any Agent in the environment.
    • Required Format:
      • If transfers from your routing strategy to the Agent are using a Refer message, the agents should be listed as:
        • DN@agentIpAddress
      • If transfers from your routing strategy to the Agent are completed via a Re-Invite, the agents should be listed as:
        • agentIpAddress
    • If you are unsure which transfer method to use, include entries for both Refer and Re-Invite transfer formats.

Wait Stage

Waits for a specified period of time (milliseconds) before proceeding to the next stage of the Call Flow.

Properties

  • Wait Duration: (required)
    • The time in milliseconds for the Stage to wait

End Call Stage

Terminates/ends the call when the Call Flow reaches this stage; this Stage is required/fixed as the final stage for all Call Flows.

Stages and Media Files

Before executing a call, Channel Monitoring extracts the required audio files from the database and stores them on a directory located in the <Workbench Installation directory>/cm_cache path; these audio files are the items configured on the Send Media and Receive Media stages.

NOTE: In time, this directory can grow if there are a high number of different media files and Call Flows. Genesys recommends that users periodically check this directory and delete all of its contents if space is needed. This is a safe operation as long as no Call Flow that needs one of these audio files is executing at the same time as the deletion.

Submitting an Idea for a new feature

Genesys encourages your ideas for new product features! Select the appropriate topic tab to learn more.

  1. To submit an Idea for a new product feature, login to Genesys Knowledge Network.
  2. Click on It looks like you own, Genesys Engage.
  3. In the Product Ideas Lab widget, click the Create an Idea button to access Product Ideas homepage.
  4. From the homepage, click on Add a Product Idea.
  5. NOTE: Remember to please provide as many details as you can.

Idea submission statuses

Community Review

Upon creation, the status of the Idea will be set to Community Review. This is where the magic happens... you tell us what you want us to build:

  • You and other customers in the Community will start the conversation by voting and commenting on all Ideas submitted.
  • Once an Idea has met the vote threshold, the Idea will be assigned to a Product Manager for review.

Under PM Review 

The Community spoke, and we are listening! Product Management and the Engineering teams are reviewing the Idea thoroughly. Upon review completion, Product Management will update the Idea status within 30 business days to Accepted, Will Not Implement, Feature Already Exists or Currently Not Planned.

Accepted

Great news! The Idea has been Accepted! Product Management will strategize a development plan with the Engineering teams to ensure the Idea is implemented in the next 12 months. Once that plan is finalized, the Idea status will update to In Development.

In Development

Let’s do this thing! The development strategy and plan has been completed. We have a scheduled release and we are actively building out the Idea. The Idea will remain in this status until it has been Delivered however, we will be posting updates throughout the process.

Delivered

Congratulations, the Idea is now part of the product!! Please read through the Admin Response for the Release Notes and other information on the implementation.

Will Not Implement

Thank you for participating in the innovation process at Genesys, however the Idea cannot be implemented within a reasonable amount of time or the Idea does not fit the current product roadmap. Product Management will provide additional details as an Admin Response.

Currently Not Planned

This IS a great Idea! However, Product Management does not have resources to dedicate to this effort. Product Management will review this Idea at a later date to see if we can fit in a future roadmap.

Feature Already Exists

We know our products can be complex at times. Product Management has identified this Idea as a feature that already exists. The Product Management team will attach documentation as an Admin Response in the Idea to help you utilize the current feature functionality.

Idea Escalation

For an escalation of an Idea that is in a status Under PM Review or Will Not Implement, please send the escalation request to Product Ideas Lab Help (IdeasLab.Help@genesys.com).

Every Genesys customer must identify at least two contacts. These people will be given special permissions to interact with Product Support on behalf of their organization. Product Support calls them Designated Contacts. They are the only customer contacts permitted to open and manage support cases and service requests. Using Designated Contacts safeguards the security of data and ensures we provide service and information about your account to contacts that should be representing your company. Assigning Designated Contacts to work with Product Support also assists us in making sure that your contacts understand how to work with Product Support effectively and are informed of critical Product Support information.

Though Designated Contacts are the only individuals in their organization that may open and manage cases and service requests, other members of the organization may gain "read-only" access in order to view existing cases. More information can be found in My Support Access Levels.

NOTE: For resolution of Critical (Severity Level 1) issues, a Designated Contact must be available at all times to work with Product Support.

Requirements

To be given Designated Contact (read-write) access permissions, contacts must meet these requirements:

  • You acknowledge that you understand the Terms and Conditions for the Product Support Website and My Support. 
  • You must provide an individual corporate email address. Personal email addresses and aliases are not accepted.
  • You must have access to Genesys My Support and agree to receive notices on My Support. 
  • You are expected to be trained in the products for which you open cases. 
  • You must work for the Support Owner or have approval from the Support Owner. 
  • If all Service Contracts are terminated or closed for all Sold To and End User combinations for which you have access as a Designated Contact, you will lose Designated Contact access. 

Other employees of the Sold To and End User companies on a Service Contract can be granted read-only access to the cases for that contract. These contacts are not considered Designated Contacts.

Become a Designated Contact

If you do not have a login to My Support

  1. Go to Request My Support Account.
  2. Enter your corporate email address, click Submit.
  3. Complete the form on the page that follows, then click Submit.

NOTE: In the Company/Partner Combinations (End User/Sold To) box, enter your Company name, the names of the companies/accounts you manage (if applicable), and corresponding Org IDs. If you need help locating an Org ID, go here. The Portal Admin team will seek approval from your company’s Designated Approver(s). Once approved, you will receive an email from donotreply@genesys.com with instructions.

If you do have a login to My Support

You can find instructions on how to request a different level of access in the My Support Access Levels article.

What are the responsibilities of a Designated Contact?

Customer contacts who are granted Designated Contact access permissions with Product Support are expected to fulfill the following responsibilities.

  • Must have a technical understanding of the contact center infrastructure and Cloud Deployment
  • Must be adequately trained to use the Genesys products currently deployed.
  • Must be able to provide an accurate description of the issue reported and its business impact.
  • Must report each issue separately, so issues can be individually tracked to a successful resolution. Reporting multiple issues on one form or adding new issues into correspondence about an existing issue may result in problems being overlooked and not resolved.
  • Must be available to work with a Product Support Analyst to solve your issue.
  • For Critical priority issues, a Designated Contact must be available at all times to work with Product Support in resolving the issue.
  • When a Product Support Analyst requests information or provides recommend actions to solve an issue, the Designated Contact’s time to respond is to be aligned with priority for that Case.
  • During investigation of a Case, if Genesys requests remote access to view the Genesys products in your environment through commercially available, customer-controlled, screen sharing software, the Designated Contact must ensure that you follow your company's data privacy guidelines when sharing a remote view of your network with Genesys.
  • Agrees to stay current on Product Support processes and other news, including receiving and reading Genesys customer newsletters and Product Support emails as well as notices on My Support.

Prerequisites

  1. A pairing link sent by Genesys Cloud support.
  2. The following permissions:
    • Authorization > Org Trustor > All
    • Authorization > Org Trustor > View
    • Authorization > Org Trustee Group > Add
    • Authorization > Org Trustee Group > View
    • Authorization > Role > View

To access your Cloud organization, the Genesys Cloud Customer Care team may ask to pair their Genesys Cloud Customer Care Support Team organization to your organization.

NOTE: You can control their access to your organization by assigning roles, and you can revoke their access at any time.

Pair your organization with Customer Care organization

  1. Log in to your Cloud organization.
  2. To access the pairing request page, open the pairing link sent by Genesys Cloud Customer Care.
    • NOTE: The pairing link expires after seven days, and you can use it only one time. If your link expired, ask your Customer Care representative for a new one.
  3. From the pairing request page, click Yes, I authorize access.
  4. Click the Groups tab.
  5. Assign roles to the Genesys Cloud Customer Care Support Team group by selecting roles in the Role(s) column.
  6. Support recommends that you either assign every role to their group or create a new role with all permissions and assign it their group.
    • NOTE: Genesys Cloud does not bill your organization for the roles or licenses used by Customer Care.

Additional resources

See also Create an admin case.

Admin cases are used for problems or questions related to your My Support account. 

Open an admin case for the following reasons: 

  • Obtaining support access to a particular service contract or Sold To or End User account combination 
  • My Support changes such as adding or removing a contact or updating an email address 
  • Requesting My Support access level changes 
  • Changes with your Genesys account 
  • Problems with your licenses (Genesys Engage only) 
  • My Support functionality issues 
  • Product does not show in drop-down list 
  • File upload/download issues when using File Transfer function 

 

Cloud CX 1, 2, and 3 can be licensed as either a named user or a concurrent user.

Cloud CX does not support mixing named and concurrent users for Cloud CX contact center.

Cloud CX does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Cloud CX 1 or 2. 

See also About your subscription for a full listing of available add-ons.  

Announcements

Case Escalation Management Process

This article outlines the process for escalating an open case with customer care, including the criteria a case must meet in order to be escalated, how to submit an Escalation Request through the My Support Portal, and the Escalation Management Process that Customer Care follows once an Escalation Request has been submitted.

Escalation criteria

Note: If a case requires engagement of Development, Cloud Operations or a 3rd party, please understand that it may require additional time to resolve, pending their analysis and findings.

  • There must be an active case for the Escalation
    • Closed Cases: If your case is already closed, the Escalate Case button will not be active. If you need to reopen a case, please do so through the MySupport portal or call into our Care team to request a case reopen.
    • No Case: There must be an existing case open with Genesys Product Support team before it can be escalated.
  • Double-check your case before requesting an Escalation
    • Has there been a recent update to the case that you may have missed?
    • Is Genesys Product Support waiting on additional information from you before they can proceed?
  • Is there already an active Escalation on the case? While multiple escalations can exist on a case, only one can be active at any given moment. If there is an open Escalation on your case already, you will not be able to submit a second until the first is closed.
  • Please do not request an Escalation based on change in urgency/impact. If a case needs to be changed to a higher priority based on a greater need for urgency or broader impact, please call in the request to our care team
  • An Escalation should not be requested for a Root Cause Analysis (RCA) unless Genesys Product Support has had 5 business days for cloud deployments or 7 business days for premise to complete analysis, per our standard Service Level Targets for RCA delivery (listed in your Customer Handbook: – PureConnect Direct Customer, PureConnect Partner Handbook, PureCloud).
  • If a high priority case has not been updated in the last 24 hours and the case is actively causing significant business impact, an Escalation can be requested.
  • Low priority cases are not eligible for escalation, if the impact of a low priority case changes, please request a change to medium through a work note in the case. If a change to high is required, please contact our care team by phone.

How to submit an Escalation Request

  1. From the MySupport portal, select the case you wish to escalate
  2. Navigate to the bottom right-hand corner of the case page and select Escalate Case. (If the Escalate button is disabled, it is most likely due to an already existing and open Escalation. See Escalation Criteria section for more info on multiple Escalations..)

    Screenshot of a case record in the My Support Portal. Escalate Case button is highlighted.
     
  3. A new window will open, displaying the Escalate Case form. There are two main fields:
    • Reason: Select the reason for the Escalation. Once a reason is selected, you may be prompted for additional information.
    • Escalation Details: This may include any initial notes which the Escalation Owner may need.
  4. Once the form is completed, click Escalate Case.
  5. Once the case has been escalated, a time stamp will appear within the case, and a banner will pop-up across your screen, confirming the Escalation has been created.

Escalation management process

  1. Customer or Partner submits an Escalation Request. 
  2. Escalation Owner reviews request and determines if it meets the Escalation Criteria
  3. Escalation Owner replies to request with next steps. If the Escalation Request is invalid, the Escalation Owner will provide reasons why and provide process information to the requestor.
  4. If Escalation request is valid, the Escalation Owner assesses the situation, prioritizes the Escalation by importance and urgency, and works with the engineer(s) to set expectations regarding next steps.
  5. Escalation Owner updates the case with all additional external communications with the customer or partner, regarding the Escalation.

Communicate directly with Escalation Owner

You can communicate directly with the Owner of the Escalation from the Escalation Feed section on the case. There will now be two feed sections on the case. 

  • The Case Feed will capture the technical aspects of the case. 
  • The Escalation Feed will capture the communication flow of the Case Escalation.

Please be mindful of the type of update you are sending and use the appropriate feed section for your update.

Additional training

If you would like to learn more about the new Escalation Management Process, you can access our training here: https://rise.articulate.com/share/0N9zbnlzRL2HDa9AGu9rm1Yw5BOZnBNI using the password: Genesys2022.

Overview of the My Support Portal

Only Designated Contacts have access to create, update, close, or re-open a case. Other employees who work for Genesys direct customers, Partners, Resellers, or end users can request Read-Only access to the My Support Portal to view cases opened by Designated Contacts on behalf of their company.

The My Support Portal allows you to:

  • Open and manage your support cases (Designated Contacts only)
  • Search our Knowledge Base and Technical Documentation site
  • Register for and view our Genesys Engage Tech Tutorials
  • Learn about current Product Support news and announcements
  • Access Genesys Care Apps and Tools (Designated Contacts only)