When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.
Downloading Help files
Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:
- If there is only one file in the folder, click that file.
- If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files
If, when you open the Help file, the contents do not display in the right window, consider the following:
- Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
- What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.
When downloading content, you may encounter issues that are easily resolved. If these tips don't help, please Contact Us, and we will try to send you the file directly.
Downloading Help files
Save the Help file to your local hard drive, and uncompress (extract) it to an empty folder. To open the Help file, open the folder into which the .zip file was extracted, then do one of the following:
- If there is only one file in the folder, click that file.
- If there is more than one file in the folder, click the <name of compressed file>.htm file.
Viewing Help files
If, when you open the Help file, the contents do not display in the right window, consider the following:
- Are you trying to open the file on a remote computer? If so, copy it to your local machine. Due to a Microsoft security update, you cannot properly view a HTML-based (CHM) Help if it is located on another machine on your network.
- What is your permissions setting? Right-click the file, select Properties from the context menu, look for an Unblock button, and click it.
Genesys System-Level Guides
Genesys system-level guides provide system-level reference information about the Genesys operating environment, supported media interfaces, product availability, interoperability, licensing, hardware sizing, database sizing, and migration. You can also find information on system security, events and models, resource capacity planning, and proactive content. You can use this information to help you plan upgrades for your Genesys software and to add new Genesys products to your environment. Unless otherwise stated, these guides are valid for the Genesys 7.x-8.x releases to date. For additional details about changing or upgrading Genesys software, you should also review your product’s documentation.
Documentation
Genesys Sizing Tools
Sizing calculators, guides, and other tools.Supported Operating Environment Reference
Provides operating environments information required to run Genesys applications.
Genesys Supported Media Interfaces Guide
Use this for information on supported media (switches, endpoints, gateways, soft and hard phones and more).
Genesys Interoperability Guide
Use this document for product availability and interoperability when you plan to add or upgrade Genesys products.
Genesys Licensing Guide
Use this document for information on licensing concepts, terminology, and procedures for your environment. Note: This is associated with License Reporting Manager, which is no longer supported, and will enter the End of Life track when Billing Data Server is available for all deployment models. For questions, please contact your Genesys representative.
Genesys Migration Guide
Use the Genesys Migration Guide for migration information for major releases. Note: For 8.5 releases and onward, many products have their online Migration Guide. See the respective product documentation landing pages for links to them.
Genesys Hardware Sizing Guide
Use Genesys Hardware Sizing Guide to provide system-level information about Genesys hardware sizing guidelines.
DB Sizing Worksheet
Use the DB Sizing Worksheet for information on how to size your environment.
Genesys Security Deployment Guide
Use this document for information on how to configure security levels for your environment.
Genesys 8.1 Resource Capacity Planning Guide
Use the Genesys 8.1 Resource Capacity Planning Guide for the methodology and inner workings of Genesys planning tools.
Genesys 8.0 Resource Capacity Planning Guide
Use the Genesys 8.0 Resource Capacity Planning Guide for the methodology and inner workings of Genesys planning tools.
Other System-Level Resources
Genesys Configuration Options
Describes configuration options.
Genesys Glossary
Defines terms and abbreviations that occur in Genesys user documentation.
Genesys VMware Deployment Guide/Technical Considerations Guide
Genesys VMware Deployment Guide/Technical Considerations Guide provides best practices when implementing VMware virtualization.
Genesys Events and Models Reference Manual
Use this document for information on the call and interaction events and models.
Framework 8.5 Combined Log Events Help
Framework 8.5 Combined Log Events Help provides specifications for common and application-specific log events.Framework 8.1 Combined Log Events Help
Framework 8.1 Combined Log Events Help provides specifications for common and application-specific log events.Framework 8.0 Combined Log Events Help
Framework 8.0 Combined Log Events Help provides specifications for common and application-specific log events.Genesys 8.0 Proactive Contact Solution Guide
Use the Genesys 8.0 Proactive Contact Solution Guide for information on how to configure a proactive contact solution.
Genesys Care (Support)
EOL Life Cycle Table
Use the End of Life Cycle Table for information on End of Life/End of Support plans.
Genesys Engage and PureConnect EOL Policy & Process
Genesys Engage & PureConnect Lifecycle Policy provides the Genesys End-of-Life Policy and process.
End of Sale Advisory: Genesys Hardware products
End of Sale Advisory: Genesys Hardware products for entire Genesys platform provides end-of-sale details for the third-party Hardware products.
Genesys Care Support Processes for On-Premises Licenses
Provides information for On-Premise customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.
Genesys Care Support Guide for On-Premises Licenses
Genesys Care Support Guide for On-Premises Licenses provides information for On-Premise customers on Response, Restoration and Resolution targets and Responsibilities.
Genesys Custom Application Support Guide
Genesys Custom Application Support Guide provides guidelines for working with Customer Care for custom applications / solutions and PS assets.
Genesys Care Support Processes for Cloud Subscriptions
Provides information for Cloud customers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.
Genesys Engage cloud Customer Care Support Guide
Here's the link to this document: Genesys Engage cloud Customer Care Support Guide provides information for Cloud customers on Response, Restoration and Resolution targets and Responsibilities.
Genesys Care Support Processes for Cloud Resellers
Provides information for Cloud Resellers on how to work with Genesys Customer Care for Case Management, using the Knowledge Base, and guidance on other My Support features.
Genesys Care Support Guide for Cloud Resellers
Here's the link to this document: Genesys Care Support Guide for Cloud Resellers Provides information for Cloud Resellers on Response, Restoration and Resolution targets and Responsibilities.
Documentation
This tab covers the 7.6 release. Earlier releases have reached End of Support. If you have questions, contact your Genesys representative.
Supported Operating Environment Reference Guide
Provides operating environments information required to run Genesys applications.
Genesys Interoperability Guide
Use this document for product availability and interoperability when you plan to add or upgrade Genesys products.Genesys Migration Guide
Use the Genesys Migration Guide for migration information for major releases.
Genesys Supported Media Interfaces Guide
Use this for information on supported media (switches, endpoints, gateways, soft and hard phones and more).
Genesys Hardware Sizing Guide
Use the Genesys Hardware Sizing Guide to provide system-level information about Genesys hardware sizing guidelines.
Genesys Licensing Guide
Use the Genesys Licensing Guide for information on licensing concepts, terminology, and procedures for your environment.
Genesys 7.6 DB Sizing Worksheets
Use the Genesys 7.6 DB Sizing Worksheets for information on how to size your environment.
Genesys 7.6 Resource Capacity Planning Guide
Use the Genesys 7.6 Resource Capacity Planning Guide for the methodology and inner workings of Genesys planning tools.
Genesys 7.6 Security Deployment Guide
Use the Genesys 7.6 Security Deployment Guide for information on how to configure security levels for your Genesys 7.6 environment.
Genesys 7.6 Security Deployment Guide - Japanese
Use the Genesys 7.6 Security Deployment Guide - Japanese for information on how to configure security levels for your environment.
Other System-Level Resources
EOL Life Cycle Table
Use the End of Life Cycle Table for information on End of Life/End of Support plans.
Genesys VMware Deployment Guide/Technical Considerations Guide
The Genesys VMware Deployment Guide/Technical Considerations Guide provides best practices, when implementing VMware virtualization.
Genesys Events and Models Reference Manual
Use this document for information on the call and interaction events and models.
Genesys Glossary
Defines terms and abbreviations that occur in Genesys user documentation.
Framework 7.6 Combined Log Events Help
Framework 7.6 Combined Log Events Help provides specifications for common and application-specific log events.Genesys Use of Third Party Software
Genesys Use of Third Party Software covers the Genesys Use of Third Party Software.
Genesys Proactive Routing 7.6 Solution Guide
Use the Genesys Proactive Routing 7.6 Solution Guide for information on how to configure a proactive contact solution, that relies on Outbound Contact, Universal Routing, Multimedia (now called eServices), and Genesys Desktop.