Platform Administration

Important

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Welcome to the Platform Administration Help. This document introduces you to the GUI of Platform Administration and describes concepts and procedures relevant to using Platform Administration in your contact center.

About Platform Administration

Platform Administration introduces the next-generation user interface for Genesys that reduces both the overall operating costs and the time to deployment, by providing user-friendly interfaces that perform complex operations while at the same time preventing user error.

Configuration Manager

Within Platform Administration, Configuration Manager enables you to create and manage system-level configuration objects.

The Configuration Manager page is a central location for viewing and managing the configuration objects used by your system.

Configuration objects, also known as Configuration Database objects, contain the data that Genesys applications and solutions require to operate in a particular environment. These objects are all contained in the Configuration Database.

Configuration Manager lists these objects by type. For example, configuration objects related to users and their accounts are listed under the Accounts heading.

Hover over a configuration object type to view a list of the related configuration objects on your system.

[+] Naming Conventions

Because most objects in the Configuration Database mirror physical objects in your contact center (for example, switches, agents, and installed applications), this document uses an initial capital letter for Configuration Database objects. For example, the word switch appears in lowercase when it refers to a physical switch in your contact center, but it is capitalized when it refers to the configuration object that mirrors your physical switch. Similarly, the word application appears in lowercase when it refers to a physical installation in your contact center, but it is capitalized when it refers to the configuration object that mirrors the installed program.

Common Object Properties

All objects have the following configuration properties and elements:

• Name—Names uniquely identify objects within a certain range. Therefore, the name, which can be up to 255 characters, is a required parameter for most types of objects. The exceptions are:
  • DNs and Agent Logins—Their unique numbers and codes identify them within a Switch.

  The way you name objects in your environment is important. Consistent and sensible naming conventions make your configuration environment easier to understand and faster to browse, leading to a more maintainable and usable configuration.

  Important

  Although Platform Administration supports the full character set in object names, the use of certain characters can cause problems in the behavior of other Genesys applications. Therefore, avoid spaces, dashes, periods, or special characters in object names. Consider using underscores where you might normally use spaces or dashes.

  The names you set for some types of objects must match the names of the entities that those objects represent elsewhere in an environment. For example, the names of Hosts must match the names given to the computers they represent in the data network environment.
• State Enabled—If checked, indicates that the entity represented by an object is in regular operating condition and can be used without any restrictions. If not checked, indicates that the entity represented by an object is being used in a non-production environment. Customer interactions cannot be directed to this target, even if operating information indicates that this object is available.

  Disabling a folder or an object that is a parent to other objects also disables all objects within the folder or all child objects of that parent object.

  For example:

  • Disabling an Agent Group folder disables all Agent Groups configured within this folder.
  However, if you disable a group of objects (for example, an Agent Group), the individual members of this group (in this example, Agents) remain enabled.