Designated Contacts Articles

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:

NOTE: This article is intended for use by Genesys Partners who support Genesys products and services for their customers. If you are a direct customer of Genesys, you will likely never need this information.

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. If you are offboarding or transitioning a Genesys customer, email Onboarding@genesys.com and ask for help to ensure My Support Portal access integrity.

NOTE: This article is intended for use by Genesys Partners who have sold Genesys services to their customers. If you are a Direct Customer, please review Designated Contacts Overview instead.

Your organization needs to specify at least one individual who can validate and approve access requests to the My Support Portal. Reach out to Onboarding@genesys.com to assign or to ask for help to identify Designated Approvers for your organization or your customers.

  • Approver(s) are required to be fully aware of team roles and responsibilities and be able to determine if a person is expected to engage with Genesys Product Support.
  • The approver(s) can be the same across all your Genesys deployments, or you can specify unique approver(s) for each deployment. It is highly suggested that they be Designated Contacts themselves, but not required.
  • Approver(s) will be recipients of emails asking to verify and approve individuals requesting access to the My Support Portal. A positive or negative response to said email will suffice.
  • If there are multiple approvers, a response from one approver will be enough.
  • When Designated Approvers directly create these requests, they will be treated as automatically approved.

NOTE: This article is intended for use by Genesys Partners who support Genesys products and services for their customers. If you are a direct customer of Genesys, you will likely never need this information.

To request access to other active deployments, see Create an Admin Case.

  • Case Sub Type: Add/Remove Support Access
  • In the Description entry, include the Customer Name and Org ID for each deployment you are requesting access to as well as the Support Access Level you require.

Copy the Support Access assignments to other deployment(s)

To request to mirror Support Access assignments to other active deployments:

  • Case Sub Type: Add/Remove Support Access
  • In the Description entry, include the Org IDs of the deployments. Note which deployment will be the copy and which ones to be modified.

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.

Product Support will redirect the FedRamp customer to the appropriate portal link to create a FedRamp case.

The support case in the non-Fedramp portal will then be closed.

The individual support contact will receive an email to accept the FedRamp Okta and/or credentials. Each contact will need to accept the okta tile within 24 hours or temporary credentials will expire. Once accepted, the FedRamp My Support portal will be given, where their FedRamp PIN will be found, under Manage Profile option.

NOTE: This PIN is required when contacting Product Support via phone.

The support contact can open an Admin case in FedRamp Salesforce and request individual access or provide a list of individuals who should have access to the second org.

Support contacts can also reach out for help at:

Yes, the support contact will need to take note when logging into the My Support portal to use the appropriate credentials/PIN, as FedRamp credentials/PIN will be different from non-FedRamp credentials/PIN.

Only individuals at Genesys with FedRAMP skill will be able to track ticket numbers.

Personal Identifiable Information (PII) will be removed from FedRamp support tickets.

FedRamp orgs are hosted in AWS region US-EAST-2 which is visible on the cloud deployment.

It is also noted in as having offering type: FedRamp

Anyone at Genesys, who has the FedRamp skill (located in the U.S. as a citizen or green card holder)

Although in a separate portal, the process of creating and managing a support ticket for FedRAMP is the same as in commercial Product Support portal.

That process can be found in the Genesys Cloud Resource Center, as well as in the support handbooks found at:

NOTE: See also My Support Info Guide

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.

Customers and Partners should be certified

Although not required, customers and partners are encouraged to have a valid PureConnect product certification(s). Product certifications are specific to the individual that has been certified, the function being performed, and to the product/version involved. The current course schedule is available via the corporate web site at:

Customers and Partners must be current on maintenance

Customers/Partners calling in for support who are not current on maintenance will be directed to Accounts Receivable for payment arrangements. If the Customer has a dispute specific to a particular invoice, we will grant one grace period for receipt of payment during which support will be provided.

Customers and Partners must be professional

Customers/Partners are expected to maintain professional behavior during interactions with Genesys employees or third-party vendors. Product Support reserves the right to refuse support to individuals for any of the following:

  • Deliberately hanging up on Genesys Employees.
  • Use of abusive, intimidating, or obscene language.
  • Deliberate misrepresentation of the facts, whether to the third-party vendor or to Genesys employees.

Customers and Partners must perform regular system maintenance/monitoring

  • Monitor system performance and communicate hardware needs.
  • Ensure adequate hard drive space is available for regular function with increased tracing levels.
  • Perform regular system/configuration backups utilizing either backup software, Interaction Migrator, or both.
  • Monitor the Windows event Logs for anything which could be system impacting.

Customers/Partners must utilize standard Change control

With the exception of changes to users or workgroups, all changes to PureConnect server applications and configurations should follow a change control procedure which includes the following:

  1. Implement the change in a test environment.
  2. Write up an implementation plan.
  3. Write up a test plan.
  4. Write up a backout plan.
  5. Take a backup/export of the system and/or configuration.
  6. Implement the change in the production environment utilizing the implementation plan.
  7. Test utilizing the test plan.
  8. Revert utilizing the backout plan if necessary.
  9. Store a retrievable record of the events with the following information:
    • Date/Time of change
    • Engineer who performed change
    • Short description
    • Full summary
    • Note Successful or Reverted

Customers and Partners must provide Level One support

  1. All customer/partner organizations are contractually bound to provide the first level of support. The following responsibilities are included:
  2. Be the interface for all communication with the end users.
  3. Establish and communicate a phone number where the customer may reach you for support both during and after business hours.
  4. Staffing must be sufficient to handle the volume of support cases in a timely manner at all times.
  5. Provide support for all hardware and software issues.
  6. Attempt to reproduce all issues in a comparable test environment.
  7. Keep your system up-to-date with new fixes.
  8. Work with network and carrier technicians to ensure a high level of service.
  9. Ensure that third party software applications that interface with Genesys products are working and available.
  10. Perform all troubleshooting tests requested by Product Support.
  11. Gather and deliver all logs and files requested by Product Support.

NOTE: If an end user contacts Technical Support directly, we will have to refer them back to your certified resources.

Level One objectives for Service Levels

These are the minimal service levels that the customer/partner must agree to for level one support:

  • Severity 1 (System Down) has a response time target of 1 hour.
  • Severity 2 (Severe Production Issue) has a response time target of 4 hours.
  • Severity 3 (Modest Impact) and Severity 4 (System Inquiry) has a response time target of 24 hours.
  • 1-hour response time target for hardware issues with a 24 hour swap out guarantee for hardware failures.

Please be aware that if your end customer contacts Product Support directly because they are unable to reach anyone in your organization, the cost of the interaction will be charged back to your organization.

Use of the Development Environment

Any major system modifications or additions of new features to a customer’s system should be thoroughly tested first in a development environment. The customer should install new versions of software and new Service Releases in their development environment prior to attempting to install them in any production environment. A development environment need not require a high-end server, but should enable an application engineer to verify new handler functionality prior to publishing them in a production environment. It should match the production environment as closely as possible.

Use of the User Acceptance Testing Environment

It is recommended that customers employ a User Acceptance Testing (UAT) environment to provide real-world testing of behaviors and scenarios prior to promotion of new changes or releases to the production environment.

Optional Customization Support

Some customers will want to be able to customize their own systems. Genesys provides the tools that enable a customer to make desired changes to their systems. Interaction Designer is the tool that is provided for PureConnect installations. An important note to this topic is that with this flexibility comes an added responsibility for the customer. The following are support guidelines when engaging with a customer that wishes to perform their own customizations.

  1. Handler Support - troubleshoot and provide consulting suggestions to customer handlers using Interactive Intelligence’s Interaction Designer product. Examples may include adding any features to voicemail, auto attendant, and ACD processing or other new handlers. Product Support will provide guidance to the customer on how to enhance functionality. Product Support does not provide the customer detailed, step-by-step instructions on how to create new handlers.
  2. Tool Support - Product Support provides guidance on the proper use of the tools provided in Interaction Designer. Examples may include the proper use of play prompt, extended get key;
    • Generate HTML or any other tool step.
    • Development System - Customers should maintain a development system that they can use to develop and test all changes before they are put into a production environment. This would include an additional server license, server platform and telephony resources. The development system does not need to be as large, expensive or as fully loaded as the production system.
    • Cut Over Notification - a formal notification must be given to Product Support prior to applying new customizations.

Implementations must be VoIP-ready

A pre-implementation network assessment must be successfully completed and validated, thus confirming the network is VoIP-ready.

QoS must be enabled and the network performance must conform to these parameters:

  • Latency must be less than 150ms.
  • Jitter should be less than 30ms.
  • RTP traffic needs to be marked with the DSCP set as EF and should be processed as such in the priority queue.
  • SIP traffic needs to be marked as it enters the network and should be marked with DSCP as CS3 and should be honored throughout the network path.
  • No more than 1% loss in any RTP stream.
  • Your network must meet the bandwidth requirements of the codecs used.

Genesys reserves the right to withhold support for VoIP implementations until these items are completed. Genesys also reserves the right to ask customers/partners for documentation of these items prior to providing support. Please contact your Technical Account Manager if you have any questions.

Notify Product Support prior to cutover

We have provided a notification process to alert our after-hours engineers to the possibility of support activity during non-business hours resulting from scheduled pre-production system verification. Pre-production system verification includes:

  • New installations
  • Upgrades to an IC Server (including new versions and Service Updates)
  • Integrating additional equipment or CO lines

Customers in the final stages of pre-production are asked to notify the Product Support team at least 5 business days prior to the scheduled date. This allows the Systems Engineers on call to be prepared for anticipated after hour support activity. Any application changes, feature changes, or other system modifications should be created and tested in your development environment off the customer’s premises. Calls for these types of changes will be accepted during normal business hours.

  1. To reach Product Support, complete the following Scheduled pre-production verification checklist checklist:
    • Technician Name _________________________________________________
    • Product Line (i.e. PureConnect) ______________________________________
    • Installation Date _________________________________________________
    • Cut Over Date __________________________________________________
    • Site Contact Info _________________________________________________
    • Vendor Contact Information ________________________________________
    • Please confirm that the following items have been reviewed and verified:
    • In-house wiring complete
    • Network connectivity issues
    • Network rights/privileges
    • Email Server User configurations
    • IC Installation, Implementation and Administration
    • IC Handler testing/migration complete
    • IC and 3rd party integrations involved (include switch equipment, channel banks, CSUs, etc.)
    • Site Configuration – as much detail as possible (i.e. call flows) etc.
    • Please include the following information.
    • Customer name and site
    • CO line configuration
    • List current products and versions Installed
    • List planned products and versions to be Installed
    • Network topology diagram (including telephony and data)
    • UM platform
    • Signature ______________________________________________________________
  2. Send the completed form to:

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)