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= Administrator's Guide=
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=Administrator's Guide=
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__NOINDEX__
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{{Template:PEC_Migrated}}
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__NOTOC__
 
__NOTOC__
 
<div class="map-box">
 
<div class="map-box">
 
====Inbound====
 
====Inbound====
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*[[Accounts|Platform Administration]]
 
*[[Accounts|Platform Administration]]
 
*[[AgentSetup|Agent Setup]]
 
*[[AgentSetup|Agent Setup]]
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*[[SPOverview|Genesys Softphone]]
 
*[[SPOverview|Genesys Softphone]]
 
*[[GWC|Genesys Widgets]]
 
*[[GWC|Genesys Widgets]]
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*[https://all.docs.genesys.com/GAMD/Current/Admin Gplus Adapter for Microsoft Dynamics 365]
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*[[GPR|Genesys Predictive Routing]]
 
</div>
 
</div>
  
 
<div class="map-box">
 
<div class="map-box">
 
====Digital====
 
====Digital====
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*[[Accounts|Platform Administration]]
 
*[[Accounts|Platform Administration]]
 
*[[AgentSetup|Agent Setup]]
 
*[[AgentSetup|Agent Setup]]
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*[[GCB|Genesys Co-browse]]
 
*[[GCB|Genesys Co-browse]]
 
*[[GTROverview|Genesys Task Routing]]
 
*[[GTROverview|Genesys Task Routing]]
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*[[IWD|Cloud intelligent Workload Distribution]]
 
</div>
 
</div>
  
 
<div class="map-box">
 
<div class="map-box">
 
====Outbound====
 
====Outbound====
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*[[Accounts|Platform Administration]]
 
*[[Accounts|Platform Administration]]
 
*[[SPOverview|Genesys Softphone]]
 
*[[SPOverview|Genesys Softphone]]
 
*[[Outbound|Outbound]]
 
*[[Outbound|Outbound]]
 +
*[https://all.docs.genesys.com/GAMD/Current/Admin Gplus Adapter for Microsoft Dynamics 365]
 
</div>
 
</div>
  
 
<div class="map-box">
 
<div class="map-box">
 
====Self-service====
 
====Self-service====
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*[[Accounts|Platform Administration]]
 
*[[Accounts|Platform Administration]]
 
*[[AgentSetup|Agent Setup]]
 
*[[AgentSetup|Agent Setup]]
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<div class="map-box">
 
<div class="map-box">
 
====Workforce Optimization====
 
====Workforce Optimization====
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*[[WorkforceManagement|Workforce Management]]
 
*[[WorkforceManagement|Workforce Management]]
 
*[[CallRecording|Recording]]
 
*[[CallRecording|Recording]]
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<div class="map-box">
 
<div class="map-box">
 
====Analytics====
 
====Analytics====
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*[[Documentation:PSAAS:RPRT:HRCXI:Public|Historical Reporting]]
 
*[[Documentation:PSAAS:RPRT:HRCXI:Public|Historical Reporting]]
 
*[[Documentation:PSAAS:RPRT:RealTimeReporting:Public|Real-Time Reporting]]
 
*[[Documentation:PSAAS:RPRT:RealTimeReporting:Public|Real-Time Reporting]]
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*[[SocialAnalytics|Social Analytics]]
 
 
*[[Documentation:PSAAS:RPRT:GVPReports:Public|GVP Reporting]]
 
*[[Documentation:PSAAS:RPRT:GVPReports:Public|GVP Reporting]]
 
</div>
 
</div>
  
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<br clear=all>
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<br clear="all">
  
 
{{CloudStep_Stack
 
{{CloudStep_Stack
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|textwide=Administrators play several parts.
 
|textwide=Administrators play several parts.
 
===Architect===
 
===Architect===
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The PureEngage Cloud Administrator is the architect and overseer of the PureEngage platform (the physical and non-physical resources that you use to run your contact center, including people, skills, and data). The platform is managed from the Configuration Database.
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The Genesys Engage cloud Administrator is the architect and overseer of the Genesys Engage platform (the physical and non-physical resources that you use to run your contact center, including people, skills, and data). The platform is managed from the Configuration Database.
 
===Agent Setup===
 
===Agent Setup===
 
Administrators create agents, configure accounts, and assign skills to agents. Administrators set up switches, voicemail, and interaction routing, and manage call recording. Administrators set up outbound calling campaigns.
 
Administrators create agents, configure accounts, and assign skills to agents. Administrators set up switches, voicemail, and interaction routing, and manage call recording. Administrators set up outbound calling campaigns.
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Are you looking for some quick answers or notes about these solutions? Here are answers to a few. If you have other questions, please send us an email at [mailto:Techpubs.webadmin@genesys.com Techpubs.webadmin@genesys.com].
 
Are you looking for some quick answers or notes about these solutions? Here are answers to a few. If you have other questions, please send us an email at [mailto:Techpubs.webadmin@genesys.com Techpubs.webadmin@genesys.com].
 +
 +
{{NoteFormat|Please note that Genesys does ''not'' provide customers with the ability to reach 911 or other emergency services. Customers shall inform any individuals who may be present where the Genesys Engage cloud Services are used, or who use the Genesys Engage cloud Services, of the non-availability of 911 or other emergency dialing.}}
 
{{AnchorDiv|PCrequirements}}
 
{{AnchorDiv|PCrequirements}}
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=== What are the PC requirements?===
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===What are the PC requirements?===
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* '''RAM:''' 4 GB RAM (800 MB available for the Screen Recording Service, 400 MB available for WWE)
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* '''Processor:''' Dual-core, 2GHz CPU
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*'''RAM:''' 4 GB RAM (800 MB available for the Screen Recording Service, 400 MB available for WWE)
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* '''Hard drive:''' 5 GB of available space (in total) for the Screen Recording Service installation and working space
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*'''Processor:''' Dual-core, 2GHz CPU
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*: '''Note:''' Genesys Interaction Recording disk space requirements vary greatly based on the retention period of media assets on the desktop prior to download to the API. As a general guideline in assessing hard disk space, estimate the retention period of media assets and combine that configuration with sizing of files based on % of screen recording.
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*'''Hard drive:''' 5 GB of available space (in total) for the Screen Recording Service installation and working space
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* '''Supported Operating Systems:''' Windows 7, 8, and 10, 32-bit or 64-bit  
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*:'''Note:''' Genesys Interaction Recording disk space requirements vary greatly based on the retention period of media assets on the desktop prior to download to the API. As a general guideline in assessing hard disk space, estimate the retention period of media assets and combine that configuration with sizing of files based on % of screen recording.
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* '''Citrix version:''' Citrix Receiver 3.3  
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*'''Supported Operating Systems:''' Windows 7, 8, and 10, 32-bit or 64-bit
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* '''Supported browsers:'''
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*'''Citrix version:''' Citrix Receiver 3.3
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**Chrome 70+  
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*'''Supported browsers:'''
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**Firefox 63+
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**Chrome 75+
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**Microsoft Internet Explorer 11 (exception: Callback is not supported on IE)
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**Firefox 68+
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**Microsoft Edge (exception: Callback is not supported on Edge)
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**Microsoft Internet Explorer 11 (exception: Callback is not supported in IE)
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**Microsoft Edge (Callback is supported in Microsoft EdgeHTML version 16.0 and up and on Chromium-based Edge)
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**:'''Note:''' With Microsoft Edge, Genesys recommends to add all sites involved in smart-failover and Identity Provider in trusted sites. For example:  gwa-usw1.genesyscloud.com; api-usw1.genesyscloud.com.
  
 
There are no drivers, applets or any other downloads that need to be made to the PC, with the exception of the Genesys SIP Endpoint and Screen Recording Client for users who are processing interactions (calls, emails).
 
There are no drivers, applets or any other downloads that need to be made to the PC, with the exception of the Genesys SIP Endpoint and Screen Recording Client for users who are processing interactions (calls, emails).
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{| class="wikitable"
 
{| class="wikitable"
 
|-
 
|-
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! Traffic !! Bandwidth !! Transport Via || When
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!Traffic!!Bandwidth!!Transport Via||When
 
|-
 
|-
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| Voice (SIP/RTP) || 100 kbps G.711, (40 kbps G.729) || MPLS || Per call
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|Voice (SIP/RTP)||100 kbps G.711, (40 kbps G.729)||MPLS||Per call
 
|-
 
|-
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| LDAP || Negligible || MPLS || Per use logon
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|LDAP||Negligible||MPLS||Per use logon
 
|-
 
|-
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| Web Service || Typically low || MPLS or Internet (HTTPS) || Varies based on the application
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|Web Service||Typically low||MPLS or Internet (HTTPS)||Varies based on the application
 
|-
 
|-
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| Desktop/CTI || 16 kbps || MPLS or Internet (HTTPS) || Per call
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|Desktop/CTI||16 kbps||MPLS or Internet (HTTPS)||Per call
 
|-
 
|-
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| Screen Recording || 350 kbps two screens || MPLS or Internet (HTTPS) || Per recorded call/screen
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|Screen Recording||350 kbps two screens||MPLS or Internet (HTTPS)||Per recorded call/screen
 
|-
 
|-
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| Call playback || 50 kbps || Internet (HTTPS) || User initiated
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|Call playback||50 kbps||Internet (HTTPS)||User initiated
 
|-
 
|-
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| Report download || Varies || MPLS or Internet (HTTPS) || User initiated or can be scheduled (sFTP)
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|Report download||Varies||MPLS or Internet (HTTPS)||User initiated or can be scheduled (sFTP)
 
|}
 
|}
  
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===Where can I find an overview of Cloud services? ===
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===Where can I find an overview of Genesys Engage cloud services?===
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The {{Repository|Genesys_Cloud_User_Guide.pdf|f9db82fa-f4b6-4e45-9361-f9659b49153c|Genesys PureEngage Cloud User Guide}} provides information on how Genesys PureEngage Cloud can work for, and support, your enterprise.
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The {{RepositoryTemp|Genesys Engage cloud User Guide.pdf||Genesys Engage cloud User Guide}} provides information on how Genesys Engage cloud can work for, and support, your enterprise.
  
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===What hard and soft phones does Cloud support?===
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===What hard and soft phones does Genesys Engage cloud support?===
  
 
*Genesys: 420HD
 
*Genesys: 420HD
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<!--===What service levels does Genesys provide for my Cloud solution?===
 
<!--===What service levels does Genesys provide for my Cloud solution?===
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Read about the general architecture and support for the Genesys PureEngage Cloud [[GenesysHostingServices|here]].
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Read about the general architecture and support for the Genesys Engage cloud [[GenesysHostingServices|here]].
 
-->
 
-->
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==About Genesys Cloud==
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==About Genesys Engage cloud==
 
{{BusinessHeader_Right}}
 
{{BusinessHeader_Right}}
  
 
[[Category:V:PSAAS:Public]]
 
[[Category:V:PSAAS:Public]]

Latest revision as of 19:27, October 6, 2020

Administrator's Guide

Important
This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Genesys Engage cloud for Administrators.



Inbound

Digital

Outbound

Self-service

Workforce Optimization

Analytics


What is the role of an Administrator?

Administrators play several parts.

Architect

The Genesys Engage cloud Administrator is the architect and overseer of the Genesys Engage platform (the physical and non-physical resources that you use to run your contact center, including people, skills, and data). The platform is managed from the Configuration Database.

Agent Setup

Administrators create agents, configure accounts, and assign skills to agents. Administrators set up switches, voicemail, and interaction routing, and manage call recording. Administrators set up outbound calling campaigns.

Monitoring

Administrators also monitor the performance of the contact center using real-time and historical reporting and Workforce Management.

Solution notes

Are you looking for some quick answers or notes about these solutions? Here are answers to a few. If you have other questions, please send us an email at Techpubs.webadmin@genesys.com.

Important
Please note that Genesys does not provide customers with the ability to reach 911 or other emergency services. Customers shall inform any individuals who may be present where the Genesys Engage cloud Services are used, or who use the Genesys Engage cloud Services, of the non-availability of 911 or other emergency dialing.

What are the PC requirements?

  • RAM: 4 GB RAM (800 MB available for the Screen Recording Service, 400 MB available for WWE)
  • Processor: Dual-core, 2GHz CPU
  • Hard drive: 5 GB of available space (in total) for the Screen Recording Service installation and working space
    Note: Genesys Interaction Recording disk space requirements vary greatly based on the retention period of media assets on the desktop prior to download to the API. As a general guideline in assessing hard disk space, estimate the retention period of media assets and combine that configuration with sizing of files based on % of screen recording.
  • Supported Operating Systems: Windows 7, 8, and 10, 32-bit or 64-bit
  • Citrix version: Citrix Receiver 3.3
  • Supported browsers:
    • Chrome 75+
    • Firefox 68+
    • Microsoft Internet Explorer 11 (exception: Callback is not supported in IE)
    • Microsoft Edge (Callback is supported in Microsoft EdgeHTML version 16.0 and up and on Chromium-based Edge)
      Note: With Microsoft Edge, Genesys recommends to add all sites involved in smart-failover and Identity Provider in trusted sites. For example: gwa-usw1.genesyscloud.com; api-usw1.genesyscloud.com.

There are no drivers, applets or any other downloads that need to be made to the PC, with the exception of the Genesys SIP Endpoint and Screen Recording Client for users who are processing interactions (calls, emails).

What are the bandwidth requirements?

Traffic Bandwidth Transport Via When
Voice (SIP/RTP) 100 kbps G.711, (40 kbps G.729) MPLS Per call
LDAP Negligible MPLS Per use logon
Web Service Typically low MPLS or Internet (HTTPS) Varies based on the application
Desktop/CTI 16 kbps MPLS or Internet (HTTPS) Per call
Screen Recording 350 kbps two screens MPLS or Internet (HTTPS) Per recorded call/screen
Call playback 50 kbps Internet (HTTPS) User initiated
Report download Varies MPLS or Internet (HTTPS) User initiated or can be scheduled (sFTP)

Where can I find an overview of Genesys Engage cloud services?

The Genesys Engage cloud User Guide provides information on how Genesys Engage cloud can work for, and support, your enterprise.

What hard and soft phones does Genesys Engage cloud support?

  • Genesys: 420HD
  • AudioCodes: 420HD, 430HD, 440HD
  • Polycom: SPIP_321, SPIP_331, SPIP_335, SPIP_450, SPIP_550, SPIP_560, SPIP_650, SPIP_670, VVX_300, VVX_310, VVX_400, VVX_410, VVX_500, VVX_600, VVX_1500
  • Yealink: SIP-T19P, SIP-T20P, SIP-T21P, SIP-T22P, SIP-T26P, SIP-T28P

Will I be able to test changes I make to my environment?

Genesys knows that contact centers require tricky routing of interactions. As such, you will have a chance to test changes you might make to aspects of your environment. Check out the details here.

About Genesys Engage cloud

Genesys Engage cloud architecture leverages the world-class SIP-based GVP/Media Services products at the core of Genesys Engage while providing the full Genesys Engage suite of services in the cloud. This offer is customizable to meet the needs of enterprise customers, whether they need a large number of seats, heavy-duty premise system integration, or bespoke routing and reporting. Built on market-leading universal queuing and routing features, the full Genesys Engage suite will add the ability to support blended agents of any type, including blending inbound with outbound, voice with e-Services, or any other combination.

This page was last edited on October 6, 2020, at 19:27.
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