Frequently Asked Questions

If a case submitted to Product Support needs the engagement of Development, Cloud Operations, or a 3rd party, it may need more time to resolve pending their analysis and findings.

Criteria for escalations

The following criteria must be met for an escalation request to be approved.

  1. There must be an active case. There must be an existing case open before it can be escalated. 
  2. Double-check the case. Has there been a recent update to the case that you may have missed? Is Product Support waiting on more information from you before they can proceed?
  3. Do not request an escalation based on change in urgency or impact. If a case warrants a priority update to High due to greater urgency or wider impact, contact Product Support.
  4. An escalation should not be requested for a Root Cause Analysis (RCA) unless Product Support has had 5 business days for cloud deployments to complete analysis, per our standard Service Level Targets for RCA delivery. See PureConnect Direct Customer HandbookPureConnect Partner Handbook, or Cloud CX Handbook.
  5. Escalations for high-priority cases need 24 hours since their last update, and the issue is actively causing significant business impact.
  6. Low-priority cases are not eligible for escalation.
    • To change a case to medium-priority, request the change in the work notes.
    • To change a case to high-priority, contact Product Support.

                                                                                                                                                            

FedRAMP Cloud CX cases

All communication for FedRAMP escalations is done via email.

  1. Create an email with the following template:
    • Subject - Customer Name - My Support Case Number - Brief Problem Statement
    • Email body:
      • My Support Case Number -
      • Customer Name -
      • Customer Region/Country -
      • Detailed problem description -
      • Business impact/Urgency rationale -
      • Product -
  2. Send the email to:
    • purecloudmanagementattention@genesys.com
  3. NOTE - An escalation tool (button) will be added to the FedRAMP instance of the Support portal soon. The email path is a temporary measure.

                                                                                                                                                            

FedRAMP Engage cases

FedRAMP Engage cases can be escalated via the My Support site once they have been assigned.

  1. From the FedRAMP My Support portal, select a case.
  2. In the lower right of the case page, click Escalate Case.
    • NOTE - If the Escalate Case button is unavailable, an open escalation likely exists for the case.

                                                                                                                                                            

Commercial support (Non-FedRAMP) cases

Critical issues

Critical issues, like production down, may need management attention. The support expert assigned to your case will engage a Product Support Manager.

IMPORTANT - Do not request assistance for urgent issues via email, chat, or web as it leads to a delayed response in resolving your issue.

  1. Contact Product Support.

Non-critical issues

My Support

  1. From the MySupport portal, select a case.
  2. In the lower right of the case page, click Escalate Case.
    • NOTE - If the Escalate Case button is unavailable, an open escalation likely exists for the case.

Genesys Care 2.0 mobile app

  1. Select the Escalation Icon from the expanded menu on the bottom of the case details screen.
  2. In the Request Case Closure window, select the Escalation Request option.
  3. On the Escalation Request prompt, select an appropriate reason from the drop-down.
  4. Give a short description for your reason in the Comments section.
  5. Tap Submit.

Management process

  1. Customer or Partner submits an Escalation Request.
  2. The Escalation Owner reviews the request and determines if it meets the Escalation Criteria.
  3. The Escalation Owner replies to the request with next steps.
    • NOTE - If the Escalation Request is invalid, the Escalation Owner will give reasons why and give process information to the requestor.
  4. If an escalation request is valid, the Escalation Owner evaluates the situation, prioritizes the escalation by importance and urgency, and works with the engineers to set expectations regarding next steps.
  5. Escalation Owner updates the case with all more external communications with the customer or partner regarding the escalation.

Communicate directly with an Escalation Owner (Non-FedRAMP only)

Once a non-FedRAMP case is escalated, you can communicate directly with the Owner of the escalation from the Escalation Feed tab on a case. The Case Feed captures the technical aspects of the case while the Escalation Feed captures the communication flow of the escalation.

IMPORTANT - Be sure to use the appropriate feed for your updates.

More training

My Support functions for each level of access

Levels of access are listed below from least amount of access to most. In each subsequent level after Basic, new access permissions are in bold type.

Basic

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content

Read-Only

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases

Read-Write (Designated Contact)

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases
  • Create new Cases, modify existing Cases, submit Feature Requests
  • Download software and order controlled software

Request an account

If you do not currently have an account on the My Support Portal, see Create a My Support Account for instructions on how to request one.

Request a different level of access

NOTE: If you are a member of an organization that has purchased Genesys products from one of our Genesys Partners, then your Designated Contact is a member of that Partner organization. However, you can still request Read-Only access using the process below. For more information on this, see: How a Genesys Partner Serves as Designated Contact for Their Customers.

  1. Login to the My Support Portal.
  2. Click the down arrow next to your name in the upper right corner.
  3. Click the Manage Profile.
  4. Click My Support Access.
  5. Complete then submit the form.
    • NOTE: If you are a member of a Genesys Partner organization and you are requesting Designated Contact status for one of your customers, 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.
  6. Please allow 48 hours or 2 business days for Product Support to process the request.
  7. A Product Support Admin may contact you by phone or email to obtain additional information.

  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.

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)

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

Use this style guide to help standardize the content of your knowledge article. 

Sentence case 

"Clear the cache of the Google Chrome browser" 

All article headers should be in sentence case. 

Sentence case is when the first letter in the first word of a heading and any proper nouns are capitalized. 

Headings 

Logical heading structure helps readers understand the outline of a page’s content. Headings help readers find and keep their place, especially in longer articles.  

Headings are also important for people who use screen reader software to access text they cannot see. A common feature in most screen readers brings up a list of all headings on a page. The readers can then use that list to navigate through the page and drill down to the content they want to listen to. 

Best practices when using headings 

  • Use headings and subheadings to describe the content that follows in logical chunks. 
  • Headings should always be nested, consecutive, and formatted using heading levels <h2> through <h4>. When creating a new subheading, don’t skip heading levels. 
  • Avoid excessive nesting. For example, limit most content to heading levels <h2> through <h4>. 
  • You must use the Paragraph Format tool when creating headings. Do not use the font and font size tools independently to create a heading because then your headings will be imperceptible to people using screen reading software. 
  • Avoid heading-only content. 

Keywords, tags, and meta entries 

Keywords, tags, or meta entries should be entered as singular words or terms separated by commas. If a word appears in the title or body of an article, it does not need to be repeated as a keyword, tag, or meta entry. 

Abbreviations 

Abbreviations are acceptable if they are spelled out upon first use (e.g., escalate the incident to Customer Care Operations (CC Ops)). 

Boldface type 

Use bolding only for names of buttons and fields or for critical path items. For example: 

  • In File Explorer, go to:  
    • C:/readers/%username%/  
  • Click the Save to XML button. 

Italics and underlined text  

Avoid using italics or underlining words and phrases. Hyperlinks should be the only underlined text in knowledge articles.  

Quotations  

Quotation marks should only be used around words that people have said, or to denote that a particular text is being quoted.  

Dates and times  

Use the MM/DD/YYYY format (e.g., 10 June 1977 would be 06/10/1977).   

Use the HH:MM AM/PM Time Zone format (e.g., 3pm CST would be 03:00 PM US Central).  

Lists  

  • Use bullets for lists when order does not matter. Use numbered lists for procedural steps where order is important and there is more than one step.  
  • All lists, bulleted and numbered, should be structured as a list with the proper HTML tags. 
  • Use concise bullet points instead of long or compound sentences. 

Tables 

  • Don’t use a table when the same information can easily be presented in a list. Lists are more responsive to screen size and ratio changes. 
  • Include a title and a summary or table overview preceding the table. Screen readers use this information to describe the table for visually impaired readers. 
  • Ensure the header row or column and all header cells contain content. Empty header cells cause problems for readers relying upon a screen reader. 
  • Feature a single idea or piece of data per cell. Cells that contain a combination of different data types or ideas cause problems for readers relying upon a screen reader. 
  • Ensure cells do not span rows or columns. Merged cells cause problems for readers relying upon a screen reader. 
  • Whenever possible, define cell widths in percentages (%) and not as absolute pixel widths. This can help reduce issues when tables are displayed on smaller screens.
  • Avoid defining cell heights. Defining absolute cell heights can result in content being truncated when readers zoom in to make content larger. 

Input instructions  

  • Click, double-click, right-click: Use when referring to on-screen buttons (Click OK, right-click the Submit button).  
  • Choose: Use when picking an option from a menu or list. (Choose File from the dropdown.)  
  • Press: Refers to depressing a key on a physical keyboard. (Press Enter.)  
  • Select: Once something (a block of text, a cell in Excel) is selected, it stays selected. To undo this, it must be deselected.  
  • Tap: Use when referring to a touchscreen device such as an iPad. (Tap the Settings app.)  

File paths 

File paths should be in boldface type in a separate bulleted line to ensure accurate copying, for example: 

  1. In File Explorer
    • go to: C:/readers/%username%/  

Cautions  

Caution statements are warnings that appear in the body of articles and should be typed in red using capital letters (e.g., CAUTION: Rebooting the system at this time will result in loss of data.).  

Notes  

Notes are information that supplement a solution and should be typed in orange using capital letters (e.g., NOTE: Some Android devices and versions have different icons, labels, and paths than those described here.).  

Key combinations  

Use the plus sign (+) if keys must be pressed at the same time (e.g.,Press Ctrl+Alt+Del). Use commas for key sequences (e.g., Press Alt, F, then X).  

Numbers  

Use numerals (1, 52, 367) and commas for values above 1,000.  

Multimedia  

Hyperlinks  

Hyperlinks are typically used to refer readers to related articles in the knowledge base, documents, home pages, and external websites.  

  • Hyperlinks should always open new tabs. 
  • Because screen reader readers often choose to list the links on a web page, clearly and uniquely describe each link target.  
    • Describe the link destination instead of providing the actual web address. The letters, numbers, and symbols in a typical URL are not helpful for screen reader readers. 
    • Avoid vague phrases, such as Learn more or Go here, which give no context for people who access links from a list. 
    • Verify that there are no duplicate link labels on a page, unless you are intentionally sourcing link labels that refer to the same destination. 
  • If a link is going to an external domain, use an external link icon arrow pointing outside of a container  to indicate that to the readers and specify alt=“opens in new window”. 
  • For links that open in a new tab or window, let the reader know. One way to do this is to use link text such as: “XYZ link name [link opens in a new tab]”. 
  • URLS should be in a separate bulleted line, for example: 
    1. In a browser, navigate to: 

Videos  

Videos can be embedded in knowledge articles.  

  • Recommended size: Width – 480 px / Height – 360 px  
  • Avoid any animations that flash or blink more than 3 times per second. Otherwise, rapidly blinking animations can cause seizures in some readers. 
  • Any animations that last longer or repeat for longer than 5 seconds must include a way to pause or stop the animation 

Images  

Images should not exceed the size of the KB window (recommended size: Width – 480 px / Height – 360 px or smaller). Alterations to images should be made using an editing tool (e.g., SnagIt, Microsoft Paint). Acceptable graphic formats for knowledge base articles: .jpg, .jpeg, .png  

Alternative Text (Alt Text) 

  • Required for all images. 
  • Alt text should always be 100 characters or less. If you need more space, move some of the content to Descriptive text for the image. 
  • Should contain a brief description of the meaning or purpose of the image. 
  • Relevant information depends heavily on the image’s context. 
  • Write alt text and descriptive text when you write the content that surrounds the image. Alt text written after the initial content is drafted is usually less complete and effective. You might not remember why you included an image or details about that image. 

Descriptive text 

  • Required when the information that must be conveyed exceeds the recommended alt text limit. 
  • Provides a summary the image and describes the data provided in the image as it applies to the context surrounding it. 
  • If you include a chart or graph, the alt text summarizes the main theme of the data shown, and the descriptive text provides details about the data. To understand what information to convey about the image, think about why the image is being included. 
  • For more complex images, such as diagrams, charts, and infographic information, provide as much information as possible in the descriptive text surrounding the image, not in the alt text. Describe the information, properties of the information, and how different pieces of information relate to each other. Whenever possible, use a table or list to describe the data that the chart or infographic conveys. Then use the alt text to note that the image corresponds to the descriptive text, for example:  
  • alt=“Corresponding chart of information”. 
  • The combination of alt text and descriptive text must be an effective summary of the meaning of an image, so that nothing is lost for readers with impairments or readers who have turned off images. All readers must be able to get the same information from the alt text and surrounding text as if they could see the image. 

Attachments  

Acceptable formats for attachments include .jpg, .jpeg, .pdf, .png, and Office file types.  

Copying and pasting content from other sources 

Be sure to paste the content first into an application like Notepad, where any formatting is removed from the HTML source code, then paste it into the knowledge article. 

Additional training 

If you would like to learn more about the new Escalation Management Process, you can access our training at: 

Check Multicloud CX operational health, system availability, incident and outage information using the links below.

NOTE: Use the Subscribe to Updates button in the top-right to subscribe to receive emails, SMS, RSS, or Atom feed updates.

Billing Data Service

BDS provides the data required for the Genesys financial organization to bill customers for subscription services.

The main functions of BDS are:

  • Daily extraction of historical reporting and configuration data needed for billing.
  • Aggregation of that data into daily and monthly summary files.
  • Automated transmission of daily and monthly files to Genesys back-office for invoicing.
  • Local storage of encrypted billing files as backup, or for other purposes.
  • Creates local reports based on the various agent seat metric calculations.

Supported Kubernetes platforms

Billing Data Service is supported on the following cloud platforms:

  • Google Kubernetes Engine (GKE)
  • OpenShift Container Platform (OpenShift)

See the Billing Data Service release notes for information about when support was introduced.

Release notes

Find out about changes in each release: Billing Data Service Release Notes

Private edition

The Billing Data Service Private Edition Guide provides information about deploying, configuring, and operating BDS.

Find detailed information about how to deploy this service in your environment.

Billing Data Service Guide

Get started

Billing Data Service (BDS) provides data that the Genesys financial organization uses to bill customers for subscription services. After you have completed deployment of BDS in Genesys Multicloud CX Private Edition, see the links in this section for additional information.

The Genesys Multicloud CX Private Edition release of BDS is has different functionality / features than previous on-premises releases of the software. However, the following on-premises documentation resources can be useful as a reference:

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

Billing Data Service (BDS) is a service available with the Genesys Multicloud CX private edition offering.

Overview

Learn more about BDS its architecture, and how to support high availability and disaster recovery.

Configure and deploy

Find out how to configure and deploy BDS.

Operations

Learn how to monitor BDS with metrics and logging.

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

Limitations and assumptions

In a private edition environment, Billing Data Service (BDS) currently supports deployments only on the specific Kubernetes platforms cited in About BDS. Deploying BDS in environments that are not officially tested and certified by Genesys is not supported. If your organization requires a special business case to deploy BDS in an uncertified or unsupported environment (for example, mixed-mode), contact your Genesys Account Representative or Customer Care.

Download the Helm charts

For general information about downloading containers, see: Downloading your Genesys Multicloud CX containers.

To learn what Helm chart version you must download for your release, see Helm charts and containers for Billing Data Service.

The BDS Helm chart defines a CronJob:

BDS Helm chart package [ bds-cronjob-<version>.tgz ]:

Scripts in this container run Extraction, Transformation, and Load process according to the main configuration specified as Config Map.  

BDS queries data primarily from Genesys Info Mart, GVP Reporting Server, and the Framework Configuration Management Environment, and can transmit the data to the SFTP server.

Third-party prerequisites

Before deploying BDS, configure the following 3rd party components:

  • Consul
    • Version: 1.9.5 - 1.9.x
    • Purpose: Service discovery, service mesh, and key/value store
    • Notes: Provision Consul to provide gvp_config_dbid and ivr_app_dbid parameters with Tenant ID and default IVR application ID values from the GVP Configuration Server database. Where,
      • gvp_config_dbid is the DB ID for a particular tenant.
      • ivr_app_dbid is the DB ID for the default IVR application for that tenant.

        Example request:

        curl -H "Authorization: Bearer <token>" https://<consul_url>/v1/kv/tenants/<tenant_uuid>/gvp
        {
        "gvp_config_dbid": "161",
        "ivr_app_dbid"  : "217"
        }
    • Command Line Interface
      • Purpose: The command line interface tools to log in and work with the Kubernetes clusters.

Storage requirements

To deploy a BDS container on a node (or a worker computer), you need the following storage elements:

  • dual-core vCPU
  • 8 GB RAM
  • 40 GB PVC*
  • Database - BDS does not require any database but extracts the data from the GIM database, that is, Postgres. Hence, BDS supports any Postgres version that GIM currently supports.

* BDS creates the persistent volume claim (PVC) file storage to save the extracted and transformed files with current ETL time stamps.

  • The file share must be persistent, and must be mounted inside the pod to /mnt/fileshare folder. Note: Mount name cannot be changed, once created.
  • The information and files necessary to start BDS in between launches is stored on PVC.
  • Data in the file share must be backed up with a retention period of 90 days, and data protection.

Network requirements

Not applicable

Browser requirements

Not applicable

Genesys dependencies

BDS interoperates with the following Genesys software applications to receive billing data:

  • Genesys Voice Platform Reporting Server (GVP RS) 9.0 or later
  • Genesys Info Mart 8.5.015.19 or later

Depending on the metrics that you need, you must ensure that the corresponding data sources are available in your environment for BDS to generate meaningful reports.

To build requests for main data sources, BDS obtains additional information from the following sources:

  • GVP Config Server
  • Genesys GWS

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.
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Introduction

Billing Data Service (BDS) operates as a CronJob, which runs once a day, consisting of a sequence of steps that collect various data from sources -- such as Genesys Info Mart, GVP RS, and Configuration -- and transforms that data into usage statistics that track your consumption of Genesys services, which is used for billing purposes. Files are securely transferred to Genesys back-office using SFTP.

Autoscaling is not supported.

For information about the overall architecture of Genesys Multicloud CX private edition, see the high-level Architecture page.

See also High availability and disaster recovery for information about high availability/disaster recovery architecture.

Architecture diagram - Connections

The numbers on the connection lines refer to the connection numbers in the table that follows the diagram. The direction of the arrows indicates where the connection is initiated (the source) and where an initiated connection connects to (the destination), from the point of view of Billing Data Service as a service in the network.

Architecture diagram for Billing Data Service in Private Edition.

Connections table

The connection numbers refer to the numbers on the connection lines in the diagram. The Source, Destination, and Connection Classification columns in the table relate to the direction of the arrows in the Connections diagram above: The source is where the connection is initiated, and the destination is where an initiated connection connects to, from the point of view of Billing Data Service as a service in the network. Egress means the Billing Data Service service is the source, and Ingress means the Billing Data Service service is the destination. Intra-cluster means the connection is between services in the cluster.

Connection Source Destination Protocol Port Classification Data that travels on this connection
1 Billing Data Service Pushgateway HTTP 9091 Intra-cluster BDS-specific monitoring metrics are available through PushGateway. A monitoring tool connection can scrape those metrics from PushGateway.
2 Billing Data Service Genesys Web Services and Applications HTTP 80 Intra-cluster Obtains information on voicemail boxes configured in the tenant’s configuration.
3 Billing Data Service Voice Platform Configuration Server TCP 8888 Intra-cluster Verifies necessary configurations required to connect to Voice Platform Reporting Server in a tenant's primary region.
4 Billing Data Service Consul HTTPS 443 Intra-cluster Connection to Consul in a tenant's primary region.
5 Billing Data Service Voice Platform Reporting Server TCP 1433 Intra-cluster Connection to the Voice Platform Reporting Server's database (GVS RS DB) to extract metrics information in a tenant's primary region.
6 Billing Data Service Genesys Info Mart TCP 5432 Intra-cluster Connection to the Genesys Info Mart's database (GIM DB) to extract metrics information in a tenant's primary region.
7 Billing Data Service Voice Platform Configuration Server TCP 8888 Egress Verifies necessary configurations required to connect to Voice Platform Reporting Server in a tenant's non-primary region(s).
8 Billing Data Service Consul HTTPS 443 Egress Connection to Consul in a tenant's non-primary region(s).
9 Billing Data Service Voice Platform Reporting Server TCP 1433 Egress Connection to the Voice Platform Reporting Server's database (GVS RS DB) to extract metrics information in a tenant's non-primary region.

 

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

 

Billing Data Service (BDS) is a Cronjob that runs on a per-tenant basis, so High Availability (HA) is not applicable.

See High Availability information for all services: High availability and disaster recovery

NOTE: Genesys Multicloud CX private edition is being released to pre-approved customers as part of the Beta Program. Please note that the documentation and the product are subject to change. For more details about the program, please contact your Genesys representative.

You can find out about changes in each release in the Resource Center article, Billing Data Service Release Notes.

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 

 

Prerequisites

The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > Flow > View

When you add a new flow, consider the following:

  • The maximum length of a flow name is 200 characters.
  • Newly created flows may take a few seconds to appear. Because authors typically begin configuring the flow immediately, this delay may go unnoticed. To update the current list, click the Refresh button on the Architect Home page.
  • You can select a default language from the current list of support TTS languages. However, if the language you want to use with prompts is not listed, you can change the flow to any language. For more information, see Languages and runtime data playback.
  • You cannot duplicate names for flows or prompts of the same type, but you can use the same name across types. For example, you can use the name "Main" for one inbound flow and one outbound flow, but not two inbound flows. 

Note: For first-time flow creation, Architect selects the default language set for your organization. In the Create Flow dialog box, when you select a default language that differs from the organization's default language, Architect applies the alternate language only to the new flow.

Continue to the Resource Center page https://help.mypurecloud.com/articles/create-a-call-flow/ to begin creating a flow according to your company’s design. Learn about tips and best practices when designing a flow for Architect, then configure and publish the flow for use in routing.

This article defines the measurements used in all Genesys Multicloud CX offers, including Private Edition, to determine consumption for billing purposes. You can also download a spreadsheet of the definitions from the Resource Center: Genesys Multicloud CX billing measurement definitions.

  • User: An individual who (i) is authorized by Customer and (ii) has been supplied a user identification and password(s) by Customer to access the Genesys Multicloud CX Services on Customer’s behalf.  A User may be a Concurrent User or Named User.
  • Supervisor: A subtype of user, Customer technical, operational, and support personnel authorized to use the administrative functions and features of the Multicloud CX Services, but not otherwise authorized to use the Genesys Multicloud CX Services in production.   
  • Agent: A subtype of user that is authorized to handle customer interactions in production but not authorized to use the administrative functions of the Genesys Multicloud CX Services.
  • Concurrent User: The maximum number of unique User IDs that are logged into a Genesys Multicloud CX Service within any one second interval in a given geographic region (US, EU, AP) during the applicable month. Concurrent Users are calculated and billed separately for each geographic region and for each Multicloud CX Service. If, during an applicable month, the same User ID logs into the same Multicloud CX Service in multiple geographic regions, that User ID is counted as a Concurrent User in each of those regions and for that Multicloud CX Service. Concurrent User excludes any User IDs used by Genesys for test purposes but includes any User IDs used by Customer for test purposes.
  • Named User: The total number of unique User IDs that are logged into a Genesys Multicloud CX Service in a given geographic region (US, EU, AP) during the applicable month. Named Users are calculated and billed separately for each geographic region. If, during an applicable month, the same User ID logs into the same Multicloud CX Service in multiple geographic regions, that User ID is counted as a Named User in each of those regions during that month and for that Multicloud CX Service. Named User excludes any User IDs used by Genesys for test purposes but includes any User IDs used by Customer for test purposes.
  • Multicloud CX Services: Multicloud CX Services provided by Genesys such as, but not limited to, Inbound Voice, Email, Chat, Outbound, Digital Messaging, Callback, Predictive Routing, Voice 1, Voice 2, Digital 1, Digital 2, Gplus Wfm Adapter, CRM Adapters, Interaction Recording.
  • Port: A semi-permanent interactive information interchange between two or more communicating devices, or between a computer and User (that is, a session). A Port is set up or established at a certain point in time and ended or otherwise closed at a later point in time.
  • IVR Minutes: The total sum of minutes associated with all IVR services during a billing period.
  • ASR & TTS Minutes (Nuance): ASR and TTS Minutes for Nuance are calculated as the sum of total call duration in minutes for all call segments during which any of the Nuance Software is used. Each segment is a minimum of 20 seconds and rounded up to the next six (6) second increment.
  • Voice Mailbox: A recording device that stores voice mails either for individual users or for groups of users. It is billed by number of unique users configured to use any voicemail box(es) during the billing period and billed separately for each geographical region.
  • Recording Storage: Is measured in Gigabytes and is used for voice, IVR, and screen recordings when those services are enabled. Usage is measured using the highest value rounded up to the nearest GB and then summed across the geographic regions (US, EU, AP).
  • Interaction: An interactive information interchange between two or more communicating devices, or between a computer and User across a single media. Media includes but is not limited to Voice, E-mail, Chat, and other Digital messaging services.
  • CX Outbound Interaction: A subtype of interaction that is either initiated by an agent or by a computer towards a target number. This subtype of interaction is counted regardless of a connection being established between the two parties or even if no attempt is made to reach the target number because the target number is part of a "Do not call List". CX Outbound Interactions are also counted for outgoing SMS and E-mails.
  • Predictive Routing Interaction: A subtype of interaction that is counted when a customer interaction is routed to an agent as a result of a predictive routing recommendation. A connection between the customer agent does not have to be established for a Predictive Routing Interaction to be counted.
  • Chatbot Interaction: "A subtype of interaction that is defined as an unlimited number of messages exchanged back and forth between the Consumer and a Chatbot, using a single communication channel. The interaction ends with the following criteria: 
    • Consumer or Chatbot ends the conversation.
    • Conversation is queued or transferred to an agent. If the agent transfers the customer back to the Chatbot, a new interaction is incurred. 
    • A customer-defined “interaction duration timer” expires (the maximum duration of the timer is 24 hours)."
  • Voicebot Minutes: "A subtype of interaction that is defined as an unlimited number of messages exchanged back and forth between the Consumer and a Voicebot, using a single communication channel. The interaction ends with the following criteria: 
    • Consumer or Voicebot ends the conversation.
    • Call is queued or transferred to an agent. If the agent transfers the customer back to the Voicebot, a new interaction is incurred.
      The duration interaction is counted in minutes rounded to the nearest minute."
  • Task Routing Interaction: A subtype of interaction that is defined as request that is submitted to Genesys routing to route a task. Note: The task does not actually need to be routed in order to be counted.

NOTE: For a general overview of Designated Contacts, becoming a Designated Contact, and general responsibilities, see Designated Contacts Overview.

End user teams that Partners manage are not expected to have any level of access to the My Support Portal. Partner teams are the ones expected to handle the support and administration of Genesys products for their customers. As a Genesys Partner, managing individuals access to the My Support Portal works slightly differently, namely through the use of Designated Approvers who control which individuals in your organization may function as Designated Contacts for your various customers. Here is a list of articles that you may find useful:

Cloud CX licenses are no longer billed during the ramp period

NOTE: Refer to your Services Order for details on billing for Cloud CX software, telco usage, messaging, taxes, third-party product fees, and App Foundry charges.

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period.

To support shift changes, we disregard usage peaks shorter than 30 minutes in duration.

The charges reflect the highest Cloud CX level license that users were assigned during the billing period. Concurrent billing in Cloud CX is limited to organizations that are contained within a single geographic region and they are billed separately for each region.

If you select a concurrent license model, all Cloud CX 1, 2, or 3 users are licensed as concurrent.

To see an example of a concurrent usage report, see Download your usage reports

This user is billed as a Cloud CX contact center user for the full month.

The deleted user counts for the current billing period. We do not prorate monthly user fees.

Announcements

How do I create a My Support account?
  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.
What are the levels of access of My Support?

My Support functions for each level of access

Levels of access are listed below from least amount of access to most. In each subsequent level after Basic, new access permissions are in bold type.

Basic

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content

Read-Only

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases

Read-Write (Designated Contact)

  • Log into My Support Portal
  • Register and attend live Tech Tutorials
  • View and download recorded Tech Tutorials
  • Search, view and download Knowledge Base content
  • View existing Cases
  • Create new Cases, modify existing Cases, submit Feature Requests
  • Download software and order controlled software

Request an account

If you do not currently have an account on the My Support Portal, see Create a My Support Account for instructions on how to request one.

Request a different level of access

NOTE: If you are a member of an organization that has purchased Genesys products from one of our Genesys Partners, then your Designated Contact is a member of that Partner organization. However, you can still request Read-Only access using the process below. For more information on this, see: How a Genesys Partner Serves as Designated Contact for Their Customers.

  1. Login to the My Support Portal.
  2. Click the down arrow next to your name in the upper right corner.
  3. Click the Manage Profile.
  4. Click My Support Access.
  5. Complete then submit the form.
    • NOTE: If you are a member of a Genesys Partner organization and you are requesting Designated Contact status for one of your customers, 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.
  6. Please allow 48 hours or 2 business days for Product Support to process the request.
  7. A Product Support Admin may contact you by phone or email to obtain additional information.