Cloud CX Enablement Articles

Prerequisites

Make sure that you meet the requirements before proceeding. See Genesys Cloud system requirements.

Set up your account

Log in and set up your Genesys Cloud account.

  1. Log in
  2. Complete your profile
  3. Download the Desktop app
  4. Download mobile apps
  5. Begin collaborating

Begin collaborating

Start using Genesys Cloud to find and collaborate with coworkers.

Genesys Cloud contact center contains all of the features of Collaborate and Communicate along with contact center services for integrating multichannel routing, outbound campaigns, speech-enabled IVR, recording and quality management, reporting, and graphical scripting. You can access step by step instructions on Resource Center: https://help.mypurecloud.com/articles/get-started-administering-contact-center/ 

The following instructions are for contact center setup only. For other admin tasks, see Get started administering Genesys Cloud.

System requirements

The system requirements detail the browsers, operating systems, hardware, and other components supported by Genesys Cloud.

Genesys Cloud system requirements 

Collaborate

Genesys Cloud Collaborate is a workplace social networking tool that includes people management for your organization. Set up users, groups, and document workspaces to get the organization started.

  1. Add people to your organization (required). 
  2. Add a destination for issue submissions (required).
  3. Assign roles, divisions, licenses, and add-ons.
  4. Add more data sources.
  5. Modify the profile layout.
  6. Set up groups.
  7. Add locations.
  8. Set up group workspaces.
  9. Invite users (required).

Communicate

Genesys Cloud Communicate contains all the features of Collaborate along with telephony services for integrating phone, fax, conferencing, call transfers, voicemail, and a unified inbox.

  1. Complete the Collaborate series above.
  2. Complete the Get your Edge and phones up and running series.
  3. Conduct user acceptance testing (UAT).

Contact center

Genesys Cloud contact center contains all of the features of Collaborate and Communicate along with contact center services for integrating multichannel routing, outbound campaigns, speech-enabled IVR, recording and quality management, reporting, and graphical scripting.

  1. Complete the procedures for Collaborate and Communicate.
  2. Complete the online training course Introduction to Genesys Cloud for Supervisors
  3. Create queues.
  4. Set up wrap-up codes.
  5. Create a call flow.
  6. Add schedules and configure IVR routing.
  7. Provide agents with information about configuring settings.
  8. Send agents information about making calls.
  9. See advanced setup resources for administrators (optional).
  10. Conduct user acceptance testing (UAT).

You can find the most recent onboarding checklist for Genesys Cloud (including a downloadable PDF) in the Resource Center: https://help.mypurecloud.com/articles/customer-readiness-checklist/

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.

An org is a set of Genesys Cloud products and services, selected by a business to accommodate its specific requirements. The process of defining an org is called onboarding. To get started, select the use case that best describes you:

  • You are ready to set up your Genesys Cloud org.
  • You recently subscribed, have not set up your org yet, and did not receive an activation email. Call sales at 888-GENESYS (888-436-3797) for assistance.
  • If you encounter activation issues, please contact CXSpecialist@genesys.com with the Organization ID information and screenshots of the error or issue.

Note: This article is for Genesys Cloud admins. For more information about other user roles, see New users.

Complete the agent training

Check out the Introduction to Genesys Cloud for contact center agents course.

Get started with Cloud

Log in, complete your profile, and select a phone so others can call you and you can complete voice interactions. Change your personal settings and begin using Genesys Cloud to collaborate with others in your organization. 

Prepare for interactions

Learn about presence and status for agents, choose which queues to work, and go on queue to accept interactions.

Accept interactions

While on queue, accept and complete interactions.

Request assistance

Ask a logged-in supervisor for assistance.

Gauge your performance

Review completed interaction evaluations. Gauge your historical performance in comparison to your team’s performance. View information about your statuses, evaluations, and schedule. View the performance of the queues you are a member of. 

Log out

At the end of each shift, log out of Genesys Cloud.

In Resource Center, you can access an interactive tutorial: https://help.mypurecloud.com/articles/get-started-architect-tutorial/. You will learn how to get started in Architect by creating call flows, building menus, and adding tasks that ensure your callers have a great experience. We created realistic scenarios using fictitious companies to illustrate each of the tasks. You will find step-by-step instructions, real-life examples, and opportunities to practice and get started building your own call flows today. Each lesson does not encompass every situation, but it does illustrate the most common processes within a call flow. All aspects of the Architect tutorial are fictional and are not associated with a real company.

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.

  1. Click Admin > Genesys Cloud Voice > Number Management.
  2. On the Genesys Cloud Voice Number Inventory page, click the Port Numbers button and select DID.
  3. In the DID Numbers to Port box, select the country for which you want to port numbers. Then type the first DID number that you want to port in to Genesys Cloud Voice.
    • Type the numbers with no spaces, dashes, or parentheses between the digits (e.g., 3175551212).
    • To specify another number, press Enter or click Add another number.
  4. Skip over the Port DID Numbers in Bulk option.
  5. Select or create a location that contains the address Genesys Cloud provides to emergency services if someone calls emergency services.
    • To use an existing location, select it from the Location list.
    • To create a new location, click Create a location in the instructions.
  6. In the Activation Date and Time box, specify when you want the ported numbers to become active. 
    • NOTE: You can use a 15-minute window for the activation time (e.g., you can specify 01:00 PM, 01:15 PM, 01:30 PM, etc.).
  7. In the Email box, type the email address that Genesys can use to contact you for questions.  
  8. In the Contact Phone Number box, type a phone number that Genesys can use to contact you for questions.
    • NOTE: Do not include spaces, dashes, or parentheses between the digits.
  9. Click the flag icon and select the country in which the contact phone number exists.
  10. In the Letter of Authorization Localization panel:
    1. Select a Country.
    2. If a Letter of Authorization is available in multiple languages for your country, select the language from the Language list.
  11. In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request. 
  12. In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
  13. In the Billing Address boxes, type your billing address exactly as it appears on the bill from your current DID service provider.
  14. Click Confirm.
  15. On the Terms and Conditions page, read through and accept the terms and conditions.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

If another organization wants to pair with you, you receive an email that contains a generic pairing link. For example: https://apps.mypurecloud.com/directory/#/admin/people-permissions/auth-orgs/pair/9d0230d0-6b16-4f15-bfbb-aa5085ee1450

NOTE:A pairing link expires after seven days.

  1. Click the link and read the message. 
    • WARNING: Do not approve a pairing request unless you know the sender.
    • NOTE:When granting system access to another user or group (“permitted user”), be aware that you are responsible for how the permitted user uses your system. Genesys is not responsible for any misuse of data, change to configuration, etc.
  2. To accept the request, click Yes, I authorize access.
  3. Select the appropriate role for the user or group.
    • NOTE: All members in the group receive the role and the associated permissions.

NOTE

  • The roles you assign here determine how the user or group can work in your organization. 
  • Assign only the roles that you are comfortable providing to the other organization. In the typical customer-to-partner scenario, it is common for the customer to assign the Master Admin role or the Admin role to their partner’s users or groups. Other roles may be necessary when working with Customer Care.

The following outlines the best practice guidelines for Activating an Org as a Partner on behalf of your customer.

Once your Genesys Cloud order gets booked, we strongly recommend activating the org as soon as possible to begin your configuration and start your build.

Additional resources:

WARNING

Before activating a new org, manually log out of all other Genesys Cloud orgs. To log out, when inside the app or using a browser. access user settings from your profile header in the sidebar, then click Logout.

1. Create a new Cloud account

  1. From your Activate your Genesys Cloud email, click Activate.
    • NOTE: If you have not received your Activation Email, contact your Channel Rep or call Sales at 888-GENESYS (888-436-3797) for assistance. If you encounter other activation issues, send an to email onboarding@genesys.com.com with the Organization ID information and screenshots of the error or issue.
  2. Select your AWS Region via the dropdown.
  3. Click Sign Up.
  4. On the Create your Genesys Cloud Account screen, enter the desired Company Name of your customer.
    • NOTE:: The Company Name will become the org shortname. This unique identifier is used to specify the org when logging in. It can not be changed once set. From the Company Name field, the shortname is created as follows:
      • All letters are lowercase
      • Spaces and special characters are removed, except for dashes
      • If the shortname already exists, a number is added at the end.
  5. Input your name, work email address, and password as the first user account in the org.
  6. Click Next.
  7. From here, you’ll have the option to invite others into the org by inputting their first name, last name, and work email address.
    • NOTE: This can also be done later while inside the org.
  8. Click Activate Now.

2. Login with your new Cloud account

  1. When you arrive at the Login screen, select the correct AWS Region.
  2. Click More Login Options.
  3. Enter your org shortname.
    • NOTE: The Company Name will become the org shortname. This unique identifier is used to specify the org when logging in. It can not be changed once set. From the Company Name field, the shortname is created as follows:
      • All letters are lowercase
      • Spaces and special characters are removed, except for dashes
      • If the shortname already exists, a number is added at the end
  4. Click Next.
  5. Enter your credentials.
  6. Click Login.
  7. Once logged in, click Continue.
  8. You will receive an email titled Thank you for activating your Genesys Cloud features.
  9. You will also receive an email titled Welcome to Genesys Cloud which will include links for:
    • Logging in
    • Downloading apps
    • A link for inviting others into the new org

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

After you approve a pairing request, you must authorize users and groups to work in your organization. To authorize users and groups, assign them the roles their work requires.

NOTE:When granting system access to another user or group (“permitted user”), be aware that you are responsible for how the permitted user uses your system. Genesys is not responsible for any misuse of data, change to configuration, etc.

When an administrator sends you a pairing link, the administrator can request authorization for multiple users and groups. Later, the administrator can request authorization for other users and groups as well. The maximum number of users that can access another organization is 25.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To My Organization
  4. Click the name of the paired organization.
  5. Click the user’s or group’s name.
  6. Under Roles, search for and select the roles for the user or group.

NOTE

  • The default Master Admin role has all the permissions that are necessary for a user or group to administer your organization. When you seek assistance, Customer Care may require other permissions and roles.
  • The permissions that a role contains are what enables a user to perform an action. Because you can modify existing roles, it is important to be sure that a role has the permission(s) required to perform a specified action.
  • Until an administrator assigns one or more roles to a user or group, the user or group cannot work in the organization.
  • When an administrator selects a role for a user or group, that user or group receives access immediately.

Auth Orgs is Care's implementation of a Genesys Cloud feature called Authorized Organizations. ​

Care combines the Authorized Organizations feature with OneLogin and Genesys Cloud Orgs in each AWS region to create the Auth Orgs system. Through this system Care can perform tasks inside a customer's org in a way that the customer controls, using the same roles used to manage their internal users. With authorized organizations, you can establish a secure relationship with another Genesys Cloud organization. This relationship allows permitted users and groups from one organization to log in to another organization.

Manage the pairing between two Genesys Cloud organizations

Learn how two organizations become paired. Create and send a pairing ID to an organization you want to pair with. If you receive a pairing request, understand what it means to accept it. Remove access or delete a pairing if necessary.

Manage authorized users and groups

Allow users and groups from another Genesys Cloud organization to work in your organization and track their activity.

See your relationships 

See which organizations you can work in, and see who can work in your organization. 

Support Users and Cloned Users

Once pairing is completed, Care will access a customer’s Org in one of two ways:

  • Via a Support Org User​
  • Via a Cloned User​

Access granted to these users is controlled by the role(s) the customer assigns to the pairing link. ​Actions taken by Care using either a Support Org User or Cloned User are audited as the first & last name of the engineer taking the action.​ Support Org Users are for tasks such as checking configurations, running reports, or reviewing specific interactions.​ Cloned Users are for agent tasks such as placing/receiving calls or ACD interactions or using Genesys Cloud chat features. 

Auth Orgs customers can control​:

  • When Care can access their Org​
  • The permissions Care has when accessing their Org

Disable access entirely

  1. Go to Admin > Authorized Organizations > Access To My Organization.
  2. Toggle Access to Off.

Limit access

  1. Go to Admin > Authorized Organizations > Access to My Organization > [Support Org Name].
  2. In the Groups tab, add or remove roles in the Role(s) section as desired.

The pairing process authorizes users and groups from one Genesys Cloud organization to work in another Genesys Cloud organization.

Examples

  • A Genesys partner can assist a client in configuring, managing, or troubleshooting Genesys Cloud.
  • A manager from a parent company can log in to a subsidiary organization to view usage reports.
  • An application developer or an independent consultant can log in to a client organization to assist with customizations.

Notes

  • Any organization can generate or receive pairing requests.
  • You can pair with any other organization in your region.
  • An organization can have multiple paired relationships, although each pairing can involve only two organizations. For example, a partner can have a separate paired relationship with each of its client organizations.

Process

  1. Your organization generates a pairing request and sends it to the other organization
  2. The other organization approves the pairing request and grants the appropriate permissions to users from your organization
  3. Your organization, if necessary, promotes additional users to work in your organization
  4. The other organization, as appropriate, approves the additional users from your organization to work in the other organization
  5. Users from your organization log in to the other organization and perform requested work

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Create Pair. In the Add new person or group box, begin typing the name of the Genesys Cloud user or group in your organization who needs access to the other organization. Then select the user or group from the list. Tip: To see the users who already have access, click the Users tab. To see the groups who already have access, click the Groups tab.
  4. In the Add new person box, begin typing the name of the Genesys Cloud user in your organization who needs access to the other organization. Select the user from the list.
  5. Repeat step 4 to select more people. 
  6. Click Click to Copy. The pairing link is now in your clipboard.
  7. Paste the pairing link into an email or chat message and send it to the person at the other organization you want to pair with.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

When two organizations are in a paired relationship, either side can remove access at any time.

NOTE: If you remove access from another organization, but the pairing with that organization remains, then you can reenable access to that organization at any time. All authorized users keep their roles.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To My Organization or Access to Other Organizations, depending on how the pairing was established.
  4. Do one of the following:
  5. To remove the pairing with another organization, next to the organization’s name, click the X.
  6. To disable temporarily the trust relationship, under Access, slide the toggle to Off.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

Proactively pair with Genesys Care before opening a support ticket. Provide Genesys Care with authorized administrative access to your org by quickly providing a pairing link.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Pair with Genesys Care.
  4. In the Pair with Genesys Care box, set Allow Genesys Care administrative access? to Yes. Optionally, you can also set the pairing to expire automatically after 30 days. 
  5. Click Confirm.

To provide an existing role within your org other than the administrator role, see Create and send a pairing request to an authorized organization.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.
  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To My Organization

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

When you are part of a trust relationship with another organization, either party can remove access from any user or group in that relationship.

NOTE

  • If your organization has users and groups from another organization working in it, then you can remove either specific roles from those users or groups, or you can remove those users or groups completely.
  • If your organization’s users or groups work in another organization, then you can remove those users or groups. 
  • If you remove access from a user or group while the user or group member is logged in to your organization, the user or group member is immediately logged out.
  1. Click Admin.
  2. Under People and Permissions click Authorized Organizations.
  3. Click Access To My Organization or Access to Another Organization.
  4. Click the organization name. The list of users appears.
  5. To remove access from a user, click the Users tab.
    • To completely remove access for a user, click the x next to the user’s name.
    • To remove a role from a user, next to the user’s name, click the x for the role you want to remove.
  6. To remove access from a group, click the Groups tab.
    • To completely remove access for a group, click the x next to the group’s name.
    • To remove a role from a group, next to the group’s name, click the x for the role you want to remove.
  7. To remove access from a user, next to the user’s name, click the x.
  8. To remove a role from a user, click Access to Another Organization. Next to the user’s name, click the x for the role you want to remove.  

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

When two organizations pair, the administrator of the organization providing the users or groups to complete the work requests authorization for them. The administrator of the organization in which the work will be performed assigns the roles for those users or groups.

Later, the same process of requesting and authorizing users and groups can occur if additional authorized users are needed. The maximum number of authorized users and groups that can access another organization is 25.

Note: When granting system access to another user or group (“permitted user”), be aware that you are responsible for how the permitted user uses your system. Genesys is not responsible for any misuse of data, change to configuration, etc.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To Other Organizations.
  4. Click the organization name. 
  5. In the Add New Person or group box, begin typing the name of the person or group who needs access.
  6. Click the user or group in the list. 
    • NOTE:The user or group does not yet have any roles in the organization, and therefore cannot perform work in it. An administrator in the other organization must authorize the user or group first.
  7. The administrator in the other organization grants access and assign the roles to the user or group.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

You can see the users and groups from another organization who work in your organization.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To My Organization.
  4. Click the organization name. To see the list of authorized users, click the Users tab. To see the list of authorized groups, click the Groups tab. The list of users from the organization with roles in your organization appears.

To see who is in a trust, you must be a member of its trusted group

Genesys Cloud’s Authenticated Organizations feature establishes a circle of trust between organizations. This circle of trust permits a user who authenticated with their home organization to access an external organization for which they do not have a user account. To view the names of other users in the trust, or the names of groups authorized by the trust, a user must be a member of the trusted group.

Notes:

  • A user must be a member of the trusted group to do the following:
    • View details about the trust and its members.
    • Access the external organization.
  • An untrusted user sees an empty list of users and groups in the trust along with a message about missing permissions.
  • If you are not a member of the trusted group, Genesys Cloud does not reveal its name to you.
  • To have yourself added to the group authorizing the trust, contact your Genesys Cloud administrator.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.

To assist another organization with testing or troubleshooting, you can clone a user within trust. The cloned user inherits all permissions granted from the trusting organization. You can have up to five cloned users in an organization. 

Once cloned, the trusting organization is able to manage the user like any other user within the organization. 

Note: When granting system access to another user or group (“permitted user”), be aware that you are responsible for how the permitted user uses your system. Genesys is not responsible for any misuse of data, change to configuration, etc.

To be cloned, a user must be trusted as a named user or part of a trusted group through a pairing request. For more information, see Create and send a pairing request to an authorized organization.

  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click the Access To Other Organizations tab.
  4. Click the name of the paired organization.
  5. Select a trusted user or a user from a trusted group. 
  6. Under Cloned Users, select a user or user from a trusted group.
  7. Log out of Genesys Cloud.
  8. Log back into Genesys Cloud and select the targeted organization.

Note: Cloned users are non-billable and are limited to 5 at any given time within a trust.

Prerequisites: See Roles and permissions for pairing organizations and Roles and permissions for authorized users and groups.
  1. Click Admin.
  2. Under People and Permissions, click Authorized Organizations.
  3. Click Access To Other Organizations.

Announcements

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)