eServices 8.5 Legal Notices
Genesys Customer Care links:
Licensing:
- Genesys Licensing Guide
- Licensing section of the Genesys Migration Guide
Information on supported hardware and third-party software is here:
eServices 8.5 Product Alerts
New in Universal Contact Server 8.5.x Releases
New in Social Messaging Management 8.5.x Releases
Legal Terms for Social Engagement 8.5.2
Overview
IMPORTANT - THIS DOCUMENT MUST BE READ IN FULL AND TERMS ACCEPTED PRIOR TO THE DEPLOYMENT OR UPGRADE OF GENESYS SOCIAL ENGAGEMENT
The release of Genesys Social Engagement version 8.5.2 (“Product”) introduces some significant changes over earlier versions of the product. For details regarding these changes, please see this link.
Prior to deploying (or upgrading) and using the Product (and subsequent versions) you agree to review the remainder of this document, after which you will select the click-to-accept option to be bound by these Terms. If you do not agree to these Terms, in whole or in part, you will reject the Terms and refrain from deploying or otherwise using such version of the product. If you are deploying (or upgrading) the product on behalf of an organization or entity (“Customer”), then you are agreeing to these Terms on behalf of that Customer and you represent and warrant that you have the authority to bind the Customer to these Terms. In that case, “you” and “your” refers to you and that Customer
Social Engagement Channels
Channels in the Product are used to source and dispatch data to and from Twitter and Facebook and potentially other Social Networks (“Social Media Providers”). You, or authorized persons working with the Customer may setup channels for the purposes of enabling engagement around Customer’s business on Social Media. Customers will not setup channels for the purpose of monitoring competitors branded social networking pages or for uses outside of the need to engage and manage conversations regarding their business on Social Media.
The Customer’s usage of Social Media will be bound by the Social Media Providers: Rules, and Terms of Service, that may be found on Social Media Providers branded web pages. Notwithstanding any term in the Agreement to the contrary, Genesys reserves the right to suspend the Product, or portion thereof, or reject or cancel the transmission of any information through the Product based upon (i) reasonable belief that the use of the Product is in violation of applicable laws or Social Media Providers Terms of Service (ii) Customer’s use unreasonably burdening the platform running the Product (e.g., use of broad search criteria) or (iii) an imminent compromise to the security or integrity of the platform running the Product. As practicable depending on the circumstances, Genesys will provide written notice of the suspension and keep Customer reasonably informed of Genesys’ efforts to restore the Customer’s use of the Product.
Customer Interactions Stored in the Genesys Data Center
In order to facilitate the use of the analytics component of the Product, Genesys will store a copy of the customer’s inbound and outbound Twitter and Facebook posts, comments, and messages (“Customer Interactions”) in a Genesys-managed software-as-a-service environment/data center, for approximately 3 months, after which the data will be deleted from the Genesys-managed software-as-a-service environment/data center. Customer will not use the Product to receive or transmit sensitive data, including but not limited to personal health information, personally identifiable information, passwords and sensitive account access information, and credit card information. Provided that Customer is fully compliant with the limitations in this Agreement, Genesys shall maintain reasonable, appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Customer Interactions while such interactions are stored with the Genesys-managed software-as-a-service environment/data center center
As between Genesys and Customer, the Customer Interactions are the proprietary material of Customer and shall be considered Customer’s Confidential Information. Customer grants Genesys a non-exclusive, non-sublicenseable (except to parties working on Genesys' behalf), non-transferable, royalty-free license to access, process, store, transmit, and otherwise make use of the Customer Interactions as directed by Customer or as necessary to provide the Product capabilities and to otherwise fulfill its obligations under and in accordance with the Agreement.
Data Limits
Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions. Customers are permitted to source up to 200,000 inbound Customer Interactions per month. Inbound Customer Interactions may include tweets that mention the company’s handle or tweets that mention keywords, or Twitter Direct Messages, or any posts or comments from the customer’s Facebook page, or Facebook Private Messages, or other Social Media Providers. Volumes in excess of 200,000 inbound Customer Interactions per month will be subject to additional fees and terms.
Genesys does not limit the number of outbound Customer Interactions that are issued in direct response to inbound Customer Interactions.
Service Availability Support and Warranties
Service level targets as set out in the START_WIDGET83e70db47b9f4bc4-1END_WIDGET shall come into effect following acknowledged receipt of All Relevant Information being supplied by Customer to Genesys for the Product.
Maintenance must be purchased with new and continued use of the Product. The analytics component of the Product is facilitated by the Genesys-managed software-as-a-service environment/data center. Use of analytics component of the Product is only available for those customers that purchase and continuously maintain Maintenance. Lapse in maintenance coverage terminates any usage right of the analytics component of the Product. Customers that discontinue Maintenance may build custom interfaces to Social Media Providers using sample code accessible to experienced developers via the Genesys documentation website (or upon request) to facilitate continued use of the engagement capability of the Product.
Customer acknowledges that the Product is dependent on access to various third party services (including, but not limited to, Twitter and Facebook) and you agree that Genesys is not responsible for the non-availability, delays, failures or interruption affecting the Service or the performance of the Service caused by any such third party services or errors or bugs in software, hardware or the Internet on which the Service relies. You acknowledge that we do not control such third party services and such errors or bugs are inherent in the use of such software, hardware and the Internet.
Disclaimer
THE AVAILABILITY OF THE PRODUCT IS PROVIDED ON AN "AS IS" ‘WHERE IS” BASIS WITHOUT WARRANTY OF ANY KIND EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. GENESYS MAKES NO REPRESENTATIONS OR WARRANTIES THAT USE OF THE SOCIAL ENGAGEMENT SERVICES WILL BE UNINTERRUPTED, TIMELY, COMPLETE, OR ERROR-FREE.
Do you accept these terms?
New in Knowledge Management 8.5.x Releases
This ReadMe does not cover Universal Contact Server (UCS), UCS Proxy, and UCS Manager. These components are included on the Interaction Management CD and also on a separate Universal Contact Server CD, which has its own ReadMe.
New in Interaction Management 8.5.x Releases
Section: settings
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.300.09
Allows or prohibits the sending media state to all agents when corresponding interaction server with exclusive media type shutdown or goes online after shutdown
New in Genesys E-mail 8.5.x Releases
block-parent-userdata-with-prefix
Section: chat-client
Default Value: No default value
Valid Values: Empty or any string that presents a valid chat interaction userdata prefix
Changes Take Effect: Immediately
Introduced: 8.5.203.01
Specifies a list of prefixes delimited by a semi-colon (;). Each prefix is the name of a chat interaction userdata that E-mail Server filters out when creating a child outbound email interaction to send the chat transcript. The prefixes are case insensitive. An empty value indicates that E-mail Server does not filter out any userdata when it creates the child interaction.
Genesys Engage Digital (eServices)
Genesys Engage Digital powers your customer interactions across digital channels such as Chat, Email, SMS, Messaging, Social Media, Mobile, and more. It provides the platform that enables you to grow sales, create more targeted marketing campaigns, and deliver exceptional customer service. Genesys Engage Digital comprises an integrated suite of components that process, manage, and archive customer and agent interactions across media.
This page provides links to documentation for those Genesys Engage Digital products that fall under the eServices product line.
- The eServices documentation set has been renamed to Genesys Engage Digital (eServices) to better align with corporate branding.
- The Latest tab below shows the latest documentation for each offering, sorted by category.
- Links on the Latest tab now lead to a dedicated space for each offering. This space offers specific content that pertains only to that offering.
Channels
eServices offers various digital channels to interact with your customers. Select a channel below to access its documentation.
Genesys Engage Chat
Chat Server routes chats to agents based on resource skills and availability, as well as the customer's contact history.
Genesys Engage E-mail
E-mail Server mediates between the enterprise email server, the Universal Contact Server database, and Interaction Server.
Messaging Applications
Messaging Applications allow agents to have chat-like conversations with users over popular messaging services.
Genesys Social Engagement
Genesys Social Engagement monitors social media feedback and converts them into Genesys interactions.
Platform
The components below support the rest of the eServices offerings. Select an item to access its documentation.
Bot Gateway Server
Bot Gateway Server provides an integration platform for deploying chat bots in sessions conducted by Chat Server.
Digital Messaging Server
Digital Messaging Server mediates between Genesys and various social media and messaging services.
Interaction Management
Interaction Server controls interaction processing according to workflows as configured by Interaction Routing Designer.
Universal Contact Server
UCS interfaces with databases that store contact information, contact history, and Context Services profiles and extensions. For 8.5 information, see the eServices Deployment Guide. For 9.x, which is restricted, contact your Genesys representative.
eServices Manager
Use eServices Manager to manage the configuration of various aspects of eServices functionality.
Privacy Manager
Use Privacy Manager to create and test regular expressions that manage sensitive data.
Artificial Intelligence and Business Intelligence
Content Analyzer
Use Content Analyzer to analyze interaction content to help classify it and improve routing.
Classification Server
Use Classification Server to execute screening rules to classify incoming interactions.
Training Server
Use Training Server to execute training schedules to maintain and update natural-language process classifications.
Other Resources
Articles and Use Cases
Short articles bringing together cross-product information on particular tasks.
Configuration Options
Find the latest information on configuration options for selected eServices components:
Deployment Guide
Find general information about procedures for deploying eServices in your contact center.
Administrator's Guide
Get general recommendations for monitoring and adjusting your eServices configuration.
SMS Server 8.5 entered End of Life (EOL) on October 20, 2023. It entered End of Maintenance (EOM) and End of Support (EOS) on October 31, 2024. If you have questions, contact your account representative.
What's New
Release Notes
Documentation
Deployment Guide
Find information about procedures for deploying eServices in your contact center.
Administrator's Guide
Get recommendations for monitoring and adjusting your eServices configuration.
Social Media Solution Guide
Learn how to use Genesys Social Engagement.
Articles and Use Cases
Short articles bringing together cross-product information on particular tasks.
Configuration Options
Find the latest information on configuration options for selected eServices components:
eServices 8.5 Helps
Learn about the user interfaces provided with eServices.
eServices Manager Plug-in for GAX
Use eServices Manager to access the functionality of Genesys Knowledge Management.
Log Events Supplement
Find changes to eServices log events after September 2014.
Genesys Web API Server
Find procedures for deploying Genesys Web API Server and information for developers.
Content Analyzer Plug-in for GAX Help
Use natural language processing technology to classify incoming interactions.
Privacy Manager Plug-in for GAX
Information on deploying and using Privacy Manager to manage sensitive data.
More Release Information
Release Notes
Documentation
Find information about architecture, components, and procedures for deploying eServices in your contact center.
Find information on eServices configuration options and on field codes used in standard responses.
Web API Client Developer's Guide
Learn how to customize the sample web pages that illustrate eServices functionality.
Social Media Solution Guide
Learn how to use Genesys Social Messaging.
eServices Administrator's Guide
Get recommendations for monitoring and adjusting your eServices configuration.
eServices Knowledge Management User's Guide
Find information about Genesys Knowledge Management and Genesys Content Analyzer.
eServices Field Codes Reference Manual
Find reference information about the field codes used in standard responses.
eServices Integrated Capture Points Guide
Learn about configuring and using the capture points that are integrated into Interaction Server.
Interaction Properties Reference Manual
Learn about the key-value pairs that represent properties of eServices interactions.
Multi-tenancy and Load Balancing Guide
Learn about configuring multi-tenant environments and setting up load balancing among multiple server instances.
eServices 8.1 Helps
Learn about the user interfaces provided with eServices.
eServices User's Guide
Discontinued in release 8.1.4 and contents redistributed. You can still access the pre-8.1.4 version; more information here.
International Release Notes and Help Files
Other eServices Information
Readmes and Advisories
Release Notes
Documentation
Find information about architecture, components, and procedures for deploying eServices in your contact center.
Find information on eServices configuration options and on field codes used in standard responses.
Learn the concepts, terminology, and procedures relevant to eServices.
Web API Client Developer's Guide
Learn how to customize the sample web pages that illustrate eServices functionality.
Selected Conceptual Data Models for the UCS Database
Learn about the structure of the Universal Contact Server database.
Social Media Solution Guide
Learn how to use Genesys Social Messaging.
eServices 8.0 Helps
Learn about the user interfaces provided with eServices.International Release Notes
Readmes and Advisories
Release Notes
Documentation
Find information about architecture, components, and procedures for deploying Multimedia in your contact center.
Find information on Multimedia configuration options and on field codes used in standard responses.
Learn the concepts, terminology, and procedures relevant to Multimedia.
Web API Client Developer's Guide
Learn how to customize the sample web pages that illustrate Multimedia functionality.
Selected Conceptual Data Models for the UCS Database
Learn about the structure of the Universal Contact Server database.
eServices 7.6 Helps
Learn about the user interfaces provided with Multimedia.
Genesys Proactive Routing 7.6 Solution Guide
Use this document for information on how to configure a proactive routing solution, that relies on Outbound Contact, Universal Routing, Multimedia (now called eServices), and Genesys Desktop.
International Release Notes
Readmes and Advisories