Genesys Administrator

What is Genesys Administrator?

Genesys Administrator is a Web-based product that simplifies operation management with the ability to provision, deploy, and monitor all Genesys applications. This documentation set should give you most of the information you need in order to deploy Genesys Administrator and customize its companion product, Genesys Administrator Extension.

Genesys Administrator Extension (GAX) is the next generation of Genesys Administrator and adds more flexibility and support for additional platforms, along with an improved user interface.

Helpful Links

Release Note

• GAX 8.5.x Release Note
• GAX Sample Plug-in 8.5.x Release Note
• GAX Sample Plug-in - Extended 8.5.x Release Note

International Release Notes

• Genesys Administrator Extension 8.5.x

READ release information: New in 8.5 Releases | Readme | Product Alerts

Current documentation set for Genesys Administrator Extension 8.5

DOWNLOAD

GAX Deployment Guide

Use this guide to install and configure Genesys Administrator Extension.

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GAX Help

Use this guide to learn how to use Genesys Administrator Extension.

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GAX Developer's Guide

Use this guide to learn how to author solution definitions and plug-ins.

Genesys Administrator Extension 8.5 Release Information

Click below to see New in This Release, Readme, and Product Alerts information for 8.5 releases.

[+] Show release information

This Read Me applies to the latest release of Genesys Administrator Extension 8.5.x.

Click here to open the Read Me for Genesys Administrator 8.1.3.

New in 8.5.x Releases

[+] New in Release 8.5.2

The following new features were added in the 8.5.2 release:

Configuration Object Management

• Read Only or Emergency Mode: GAX can be put into Read Only or Emergency Mode to prevent any changes to the Configuration Database by anyone except a member of the Super Administrators Group.
• Global search functionality: You can now perform Global Searches for configuration objects in Configuration Manager based on type, name, tenant, and state.
• Provisioning improvements:
  • You can now modify and edit options of multiple configuration objects simultaneously.
  • You can now bulk provision Agent Logins for agents.
• Bulk provisioning of configuration objects—You can now provision new and existing objects of selected object types (Agent Groups, Persons (Users), DNs and DN Groups, and Places and Place Groups) in bulk by preparing a CSV (comma-separated values) file outside of GAX, and then importing it into GAX. You can also export data for selected objects from GAX into a CSV file, modify it as required, and import it back into GAX.
• Bulk provisioning of configuration options—You can now provision new and existing options in bulk by preparing a CSV (comma-separated values) or CFG (configuration) file outside of GAX, and then importing it into GAX. You can also export options from GAX into a CSV or CFG file, modify it as required, and import it back into GAX.
• Custom cloning—When cloning an object, you can now specify particular configuration option sections not be copied to the new object.
• Starting and stopping in Configuration Manager—Applications and Solutions can now be started and stopped directly from the Application or Solution object list views in Configuration Manager, respectively.
• Improved access control for operational Parameter Groups: Parameter Group Templates can now be deployed to Folders of type Transaction within the Tenant. The resulting Parameter Group has the same access permissions as the Folder.
• Increased number of available Audio Resource IDs—In single-tenant configurations, the number of available Audio Resource IDs is increased from 1000 to 9000, with the range increasing from 9000–9999 to 1000–9999.
• Bulk import and export of agents—You can now provision new and existing agents in bulk by preparing a CSV (comma-separated values) file outside of GAX, and then importing it into GAX. You can also export data for selected (or all) agents from GAX into a CSV file, modify it as required, and import back into GAX. GAX can also generate template CSV files, which you can save and use to prepare import CSV files.
• Bulk assignment of Skills to multiple Agents—You can now assign Skills and associated ratings to multiple Agents with one click. You can also create and assign a new Skill within a single view.
  • Bulk Change Set (BCS) functionality is now hidden by default and not recommended for use. BCS will not be enhanced in the future and will be deprecated over time. Users are encouraged to use the Bulk Provisioning functions from the Configuration Manager menu instead. However, BCS capability can still be enabled using the option enable_bulk_change_sets if required.

Audio Resource Management

• Audit capabilities: You can now determine who added, modified, or removed Audio Resources and Personalities, and who reprocessed, downloaded, or deleted Audio Resources by viewing Audit logs in Centralized Logs.
• Personality view enhancements—Personalities are now displayed in name order. Specific columns can also be configured to be shown/hidden in the view.
• Increased number of available personalities—In single-tenant configurations, the number of personalities available to Audio Resource has been increased from 100 to 1000, with the range increasing from 0-99 to 0-999. Note: Genesys strongly recommends that you use this functionality only if you need more than 100 personalities. In this case, proceed with extreme caution.

Enhanced Database Connections

• New driver for for MS SQL Server connections: GAX now uses Microsoft JDBC Driver for MS SQL Server connections.
• DAPs based on customized JDBC URL: You can now use a customized JDBC URL when configuring a Database Access Point (DAP) for the GAX Database instead of using a connection based on the DAP object itself.

Logs and Alarms

• Centralized Log—You can now use GAX to view logs stored in the Centralized Log Database. You can also sort and filter the list to find specific logs.

Solution Deployment

• Enhanced secure connections for Solution Deployment—You can now configure Mutual TLS on connections between Genesys Deployment Agent and GAX Server.
• Preferred hosts for Solution Deployment—You can now specify a list of preferred hosts (called whitelisted hosts) to and from which Installation Packages are sent and retrieved.
• Enhanced secure connections for Solution Deployment—You can now configure Mutual TLS on connections between Genesys Deployment Agent and Configuration Server.

Security Enhancements

• Customizable cipher suites: GAX now supports the cipher suites used by Jetty to be configured based on your security requirements.
• Token-based authentication for user connections: You can configure GAX to use token-based authentication on user connections with Configuration Server. This enables GAX users to be authenticated externally using SAML with the customer’s IDP without the need for Configuration Server to go through LDAP connections.

Usability

• The Applications tab in System Dashboard now includes a column that shows the folder path for each Application, starting with the Tenant name, making it easier to find specific Applications.
• On configuration screens, the Delete button now reads Delete <object type>, to prevent the unintentional deletion of the whole object when the intent is to delete only a property.
• Before completing configuration changes, especially those involving deletion of data or objects, the user must explicitly acknowledge the impact of the changes, before submitting the changes.
• The configuration options table now includes two additional columns, one showing the name including the section, and the other showing the section name only. The sections can still be collapsed, as before.
• Object list views in Configuration Manager now display the total number of objects in the current Folder, the number selected by a filter (if any) applied to that list, and the number of agents selected (if any).
• The Agents View now displays the total number of agents associated with the Tenant and available for display, the number of agents (if any) selected by a filter applied to that list, and the number of agents (if any) selected for editing.
• After editing an agent or an Audio Resource, GAX now retains the sort order and filter results of the list from which the object was selected for editing. The modified record is displayed in its proper place in the sorted list, so no scrolling is needed to view it.
• Support for new versions of web server and web browsers—Refer to the Genesys Supported Operating Environment Reference Guide for details.
• Instructions for installing ARM Runtime Server on Windows—Instructions for setting up the Audio Resource Management Runtime Server on Windows are now provided in the GAX Deployment Guide.

Localization Support

Genesys Administrator Extension 8.5.260.16 supports the following Language Pack:

• French (Canada)

Genesys Administrator Extension 8.5.250.20 supports the following Language Packs:

• Arabic
• Portuguese (Brazilian)
• Russian
• French (Canada)
• Czech
• Chinese (Simplified)
• Turkish
• German (Germany)
• Japanese
• French (France)
• Korean
• Polish
• Italian (Italy)
• Spanish (Mexico)

Genesys Administrator Extension 8.5.250.18 supports the following Language Pack:

• French (Canada)

Genesys Administrator Extension 8.5.230.03 supports the following Language Packs:

• Arabic
• Chinese (Simplified)
• Chinese (Traditional)
• Czech
• French (France)
• French (Canada)
• German
• Italian
• Japanese
• Korean
• Polish
• Portuguese (Brazilian)
• Russian
• Spanish (Latin America/Mexico)
• Turkish

Genesys Administrator Extension 8.5.210.10 supports the following Language Packs:

• Chinese (Simplified)
• Czech
• French (France)
• French (Canada)
• German
• Italian
• Japanese
• Korean
• Polish
• Portuguese (Brazilian)
• Russian
• Spanish (Latin America)
• Turkish

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

General Features

• Online Help—The context-sensitive Online Help system delivers the latest information about GAX and its features. Refer to the Additional Information section of the Genesys Administrator Extension 8.5 Release Note for more information about using this feature.
• Command Line Console—Use the command line to add, delete, and query solution definitions (SPDs) and installation packages (IPs), as well as execute SPDs.

Language Packs

GAX 8.5.000.80 supports the following Language Packs:

[+] Supported Language Packs

• Arabic: 8.5.000.52

GAX 8.5.000.44 supports the following Language Packs:

[+] Supported Language Packs

• Chinese (Simplified): 8.5.000.49
• Czech: 8.5.000.49
• French: 8.5.000.48
• French (Canadian): 8.5.000.49
• German: 8.5.000.48
• Italian: 8.5.000.48
• Japanese: 8.5.000.48
• Korean: 8.5.000.48
• Polish: 8.5.000.48
• Portuguese (Brazilian): 8.5.000.48
• Russian: 8.5.000.48
• Spanish (Latin American): 8.5.000.48
• Turkish: 8.5.000.48

Important

Language Packs are not currently supported by the Offline Documentation option for accessing Help content.

Dashboards

• System Monitoring—Dashboards help you to easily monitor and manage Alarms, Hosts, Solutions, Applications, and processes that you have deployed for your contact center. You can also use plug-ins to expand dashboard functionality to monitor statistics and other reporting data.
• Log Configuration—Use GAX's simplified interface to configure logs to monitor Applications, Hosts, and Solutions.

Configuration Object Management

• Consolidated Agent Management—The Agents window consolidates all aspects of agent management into a streamlined interface. From one window, you can:
  • Create agents and their associated objects such as Agent Logins, DNs, and Places.
  • Edit agent information.
  • Copy, delete, and enable/disable agents.

Audio Resource Management

• New Interface—The Audio Resource Management interface has been overhauled to enable you to quickly upload and manage audio resources and personalities.

Genesys Administrator Extension 8.5.x Read Me

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2014–2015 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

The software includes the Aspect JRT software made available under http://www.eclipse.org/legal/epl-v10.html. Source code available upon request.

This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

This software contains unmodified binary redistributions for H2 database engine (http://www.h2database.com/), which is dual licensed and available under a modified version of the MPL 1.1 (Mozilla Public License) or under the (unmodified) EPL 1.0 (Eclipse Public License). An original copy of the license agreement can be found at: http://www.h2database.com/html/license.html.

This software contains unmodified binary redistributions of Javassist, which is subject to the Mozilla Public License Version 1.1 (the "License"); you may not use this file except in compliance with the License. You may obtain a copy of the License at http://www.mozilla.org/MPL/ Software distributed under the License is distributed on an "AS IS" basis, WITHOUT WARRANTY OF ANY KIND, either express or implied. See the License for the specific language governing rights and limitations under the License. The Original Code is Javassist. The Initial Developer of the Original Code is Shigeru Chiba. Portions created by the Initial Developer are Copyright (C) 1999-2010 Shigeru Chiba. All Rights Reserved.

This product includes software from Oracle (jta 1.1). Source code available upon request (http://www.oracle.com/technetwork/opensource/index.html).

NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

This product includes the SLF4J software: Copyright (c) 2004-2008 QOS.ch All rights reserved. Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software.

Genesys Administrator Extension 8.5.x Product Alerts

The following information applies to Genesys 8.5.x software and is important for you to note.

[+] Show Product Alerts

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The Genesys Web Engagement Plug-in is not compatible with core GAX release 8.5.290.xx.

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Customers using VP Reporting Plugin for GAX version 8.5.120.30 (or lower) should not upgrade to GAX 8.5.220.20, as this combination has not been qualified and there is at least one known issue. (GVP-22684)

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Genesys Administrator Extension can be used with Management Framework 7.6, but only the Automatic Solution Deployment (ASD) and License Reporting Manager (LRM) plug-ins can be used. All other default plug-ins, including Configuration Object Management (COM), Operational Parameter Management (OPM), Audio Resource Management (ARM), and the Genesys Administrator pass-through, cannot be used with Management Framework 7.6.

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You can import the Application Template for Genesys Administrator Extension into Genesys Administrator, but you cannot import the associated metadata. The metadata includes prerequisite information for role privileges, which is not supported by Genesys Administrator.

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Genesys Administrator Extension does not currently support all functions of the latest versions of Genesys Administrator, Genesys Configuration Manager, and Solution Control Interface. This includes the following features:

• Outbound-related operations
• Configuration of Resource Groups and DID Groups
• Bulk updates using wizards
• CSV export and import options for some objects, such as Switches or Agent Logins.

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You must use GAX 8.500.65 or later to use Setup Mode to deploy Management Framework 8.5.x. If you are using GAX 8.500.58 or earlier, Setup Mode can only deploy Management Framework 8.1.x.

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Setup Mode cannot deploy Configuration Server and Database Server on operating systems other than Windows Server 2003/2008/2012 and Red Hat Enterprise Linux 5.5/6.x.

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When launching Genesys Administrator from GAX using Internet Explorer, the About Internet Explorer window appears. Click OK to close the window and work in Genesys Administrator.

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GAX 8.5.x only supports the Pulse 8.5.x plug-in. If you are using the Pulse 8.1.4 plug-in, you must upgrade to Pulse 8.5.x or continue to use GAX 8.1.4.

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If you are planning to use Internet Explorer 9.0 with Genesys Administrator Extension, do not install Pulse. If you want to use Pulse, install GAX on Internet Explorer 10 or later, or on another supported browser.

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Users of the SIP Feature Server plug-in must use version 8.1.200.23 or later. Earlier versions of this plug-in might exhibit display issues when used with GAX 8.5.0 or later.

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Link to 8.1 Product Release Advisory

Helpful Links

Release Notes

• Genesys Administrator
• Genesys Administrator Extension
• Genesys Administrator Extension HPE SPD

International Release Notes

• Genesys Administrator 8.1
• Genesys Administrator Extension 8.1

Deployment Procedures

• Genesys Administrator 8.1

International Help

• Genesys Administrator
• Genesys Administrator Extension

CD Readme

Genesys Administrator

Release Advisories

• Genesys Administrator
• Genesys Administrator Extension

Current documentation set for Genesys Administrator 8.1

DOWNLOAD

Genesys Administrator Deployment Guide

Use this guide to install and configure Genesys Administrator.

DOWNLOAD

GAX Deployment Guide Wiki (current)

Use this wiki guide to install and configure Genesys Administrator Extension (for 8.1.3 releases and higher).

DOWNLOAD

GAX Deployment Guide (8.1.3 or below)

Use this guide to install and configure Genesys Administrator Extension (valid for 8.1.3 releases and lower).

DOWNLOAD

Genesys Administrator 8.1 Help

Use this file to learn how to use the Genesys Administrator GUI.

See download tips

DOWNLOAD

Genesys Administrator Extension Help

Use this file to learn how to use the Genesys Administrator Extension GUI.

See download tips

DOWNLOAD

Genesys Administrator Extension Help Wiki

A wiki version of the Genesys Administrator Extension Help.

DOWNLOAD

Genesys Administrator Extension Developer's Guide

Use this guide to learn how to author solution definitions and plug-ins.

Helpful Links

Release Notes

Genesys Administrator

CD Readme

Genesys Administrator

Release Advisories

Genesys Administrator

Deployment Procedure

Genesys Administrator Deployment Procedure

Current documentation set for Genesys Administrator 8.0

DOWNLOAD

Genesys Administrator Deployment Guide

Use this guide to install and configure Genesys Administrator.

DOWNLOAD

Genesys Administrator Help Use this file to learn how to use the Genesys Administrator GUI.

See download tips