CHAPTER 01 / 5

Platform Foundations and Licensing

13 sections · 3 practice questions

1.1 Learning Objectives

By the end of this chapter, you will be able to:

• Describe Genesys Cloud Collaborate.
• Describe Genesys Cloud Communicate.
• Explain how Collaborate and Communicate act as the foundation for Genesys Cloud Contact Center.
• Describe Genesys Cloud Contact Center.
• Understand the multiple levels of licensing for Genesys Cloud.

1.3 Overview of the Genesys Cloud Platform

Genesys Cloud is a cloud-based all-in-one platform designed to meet the organization's and its contact center's ever-changing needs. These services are offered to organizations of any size that require unified communication and collaboration.

Genesys Cloud is a suite of cloud-based services and applications built on Amazon Web Services (AWS) that delivers secure access to the organization worldwide. The whole Genesys Cloud environment is a collection of microservices that run simultaneously and delivers to the customers via the internet.

Genesys Cloud is organized into the following service layers:

• Genesys Cloud Collaborate
• Genesys Cloud Communicate
• Genesys Cloud Contact Center

Genesys Cloud is organized into the following service layers:

• Genesys Cloud Collaborate
• Genesys Cloud Communicate
• Genesys Cloud Contact Center

Microservices architectural style is an approach to develop a single application as a suite of small services, each running in its own process and communicating with lightweight mechanisms, commonly an HTTP resource API. A large application is broken down into multiple applications, enabling each application to be updated independently, making it easier to isolate and correct bugs and other issues. The individual applications are the microservices that make up the large application.

Genesys Cloud Collaborate

Genesys Cloud Collaborate is a social media app that helps users collaborate within the organization. Collaborate also serves as a directory that brings together user details, such as name, education, hobbies, skills, physical location, and department, for an organization.

Genesys Cloud Communicate

Genesys Cloud Communicate has all the features of Genesys Cloud Collaborate and delivers the users in the organization with telephony capabilities. Users can use a SIP phone or WebRTC-based Genesys Cloud phone for dialing and receiving calls.

Genesys Cloud Contact Center

Genesys Cloud contact center offers the customer an out-of-the-box all-in-one contact center solution for customer engagement through multi-communication channels, such as voice, fax, email, webchat, Short Message Service (SMS), social media, and callbacks. Genesys Cloud Collaborate and Genesys Cloud Communicate form the foundation of the contact center and provide the organization with a fully unified communication system.

Key contact center capabilities include:

• Call features for agents: Agent interactions are the front-line exchange of information between your company and its contacts. These call features include consult transfer, webchat, queue status, wrap-up codes, after-call work (ACW), and agent assistance.
• Outbound dialing: Outbound dialing administrators set up campaigns to dial phone numbers automatically. Campaigns screen out answering machines, busy signals, and non-completed calls. By setting a campaign's dialing mode, administrators ensure that agents receive only those calls that reach a live person. The system waits 30 seconds to answer an outbound call before disconnecting. This action ensures that calls disconnect on time if a person does not answer.
• Genesys Cloud ACD: Automatic Call Distribution (ACD) is a telephony system that receives inbound calls and routes them to a capable agent in the quickest time possible. Genesys Cloud ACD dynamically matches customer interactions and agents. It then processes and assigns interactions to the appropriate agent. It relies on a queue's routing method to match interactions and agents. The evaluation method determines how a skill-based routing method processes skill requests and matches an agent's interaction.
• Quality management: Quality management is a framework that allows managers to record and evaluate agents' interactions to improve the contact center experience. By evaluating and scoring conversations, a quality team identifies agents who deserve recognition, need more training or coaching, and specific situations that merit the modification of a process or a script.
• Scripting: Administrators use script designers to create scripts that help agents process interactions. Scripts display editable records and instructions to each agent who handles a particular type of interaction. It delivers agents with details about the caller or contact, often with fields for collecting or updating information. Properly designed scripts ensure consistent interaction handling.
• Views and dashboards: Managers, supervisors, and agents use dynamic views and dashboards to review contact center performance and metrics. Dynamic views show historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. The dashboard displays real-time activity in the contact center, such as service level, ASA, the number of customers interacting, waiting, and so on.
• Alerts: Alerts notify administrators, supervisors, and managers of calls that are longer than a specific duration, average hold time that exceeds a particular value, and multiple other situations that are of concern.

The next sections identify how Collaborate, Communicate, and Contact Center capabilities are used.

1.4 Licensing in Genesys Cloud Contact Center

Based on your business needs, administrators can utilize our comprehensive platform with AI-powered capabilities. These have been designed to provide the flexibility administrators need to evolve and transform your business. Let's get an overview of the licensing levels:

• Genesys Cloud CX1: Organizations that specialize in voice services or call centers that are voice-centric need a broad, fair-use policy for data storage, API queries, IVR minutes, and other things.
• Genesys Cloud CX2: Beyond CX 1, our main omnichannel service gives users access to digital channels like Facebook, Instagram, WhatsApp, open messaging, web messaging, SMS, and email.
• Genesys Cloud CX3: CX 3 relies on workforce engagement management to increase engagement and productivity. Along with an employee activity dashboard featuring scorecards, leaderboards, and KPI trackers, it comes with Genesys Cloud CX 2.
• Genesys Cloud CX4: It offers more AI Experience at the best value. It incorporates Genesys Cloud CX 3 Agent Copilot for every agent, Journey Management for the Contact Center, and 30 tokens per named agent/month or 39 tokens per concurrent agent/month.

Administrators can also see a comparison of each feature set across the license levels on the Genesys Cloud pricing page.

Core Features

Reduce effort through AI-powered automation

Engage Customers across any channel

Create great employee experiences

Proactively contact customers across channels

Proactively contact customers across channels

Drive decisions with reporting and analytics

CHAPTER 02 / 5

Collaboration Access and User Experience

14 sections · 3 practice questions

2.2 Genesys Cloud Overview

A company spread across multiple locations needs a unified communication system to work efficiently. Generally, every organization needs a single application with utilities that meet the contact center's requirement for customer interactions and communication among team members.

Genesys Cloud Collaborate supports unified collaboration. It allows communication among people and teams within the organization and serves as a user directory.

The items below summarize the advantages of unified collaboration within a large organization:

• Instant communication with coworkers allows you to accomplish complex tasks in a short time. Therefore, the productivity and performance of the organization are enhanced.
• Instant messaging costs are significantly less than long-distance phone conversations.
• Unified collaboration brings several teams together quickly under one umbrella like a chat room.

Genesys Cloud Collaborate Features

Genesys Cloud Collaborate includes the following unified communication and collaboration features. Select each tab to learn more.

Text Chat

Send instant messages to a single recipient or a group of people in your organization. Administrators can start a conversation with one person and then invite others to join your conversation to form a personal group. Alternatively, administrators can also chat with an existing group to ask a question, make an announcement, or monitor a group discussion. Some of the additional features include formatting text in a chat, sending files or images through chat, and viewing recent activity.

Genesys Cloud webhook (chat notification) integrations feature automatically post messages to group chat rooms about events occurring with your services. Administrators can use a query to set up the types of events to push and then select which group chat rooms should receive those notifications. Genesys Cloud supports webhook integrations with third-party systems such as Bitbucket, GitHub, Jenkins, JIRA, PagerDuty, Pivotal Tracker, StatusPage, Trello, UserVoice, and Zendesk.

Video Chat

Start a video chat with up to 12 people from your organization. Administrators can share your screen or a specific window with others to present a slide show, demo an app, review a design, and more during a video chat. Screen sharing is available in the desktop app and Google Chrome.

For additional guidance about video chat and its requirements, refer to Start a video chat. Reference

Content Management

Upload any file and any number of files (each file no larger than 2GB) to your workspace from your desktop or mobile device. These files can be shared with both members and non-members of the Genesys Cloud organization. Other features include adding multiple tags to files, viewing the audit trail for a file, and viewing the offered access levels and permissions associated with the files in the workspace.

Directory

Use Directory features to manage groups, locations, profiles, and external contacts.

• Connect users based on their skills, relationships, locations, or anything else to create groups within your organization.
• Customize the profile configuration for your organization.
• Add the cities and buildings where your users work so users can pick those locations in their profile. Upload a floor plan for each level of a building, and user can show their exact office location.
• Build a comprehensive repository of data about your external organizations and contacts. Create a streamlined review of all contact and organization data.
• Add individuals to groups or add people by keywords and relationships using group membership rules.

2.3 Accessing Genesys Cloud

Administrators can access Genesys Cloud from your computer desktop via any supported web browser such as Google Chrome or from an installable Genesys Cloud Desktop Client application available for Windows and Mac. The Genesys Cloud Collaborate app is also available for Android and iOS devices. Access Genesys Cloud via the following URL: http://login.mypurecloud.com Reference

When administrators go to the Genesys Cloud URL, the default region is US East. It is mandatory to select the correct region before entering your credentials. If administrators're not sure which region you're in, contact your Genesys Cloud administrator.

The list below identifies regions available in Genesys Cloud:

• Americas (US East)
• FedRAMP
• Americas (US West)
• Americas (Canada)
• Americas (Sao Paulo)
• EMEA (Frankfurt)
• EMEA (Dublin)
• EMEA (London)
• EMEA (Zurich)
• EMEA (UAE)
• Asia Pacific (Mumbai)
• Asia Pacific (Seoul)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)
• Asia (Osaka)

Mobile Devices Interface

Genesys Cloud provides the following mobile applications:

• Genesys Cloud Collaborate
• Genesys Cloud Communicate
• Genesys Tempo

These applications are available for iOS and Android devices through the Apple App Store and Google Play Store. Administrators can download the mobile application in any of the methods below:

• iOS
• Below are the links to download Genesys Cloud apps from the Apple App Store:
• Genesys Cloud Collaborate Reference
• Genesys Cloud Communicate Reference
• Genesys Tempo Reference

Android

Below are the links to download Genesys Cloud apps from the Google Play Store:

• Genesys Cloud Collaborate Reference
• Genesys Cloud Communicate Reference
• Genesys Tempo Reference

Log In Page

After administrators open the Genesys Cloud URL, enter your email address, password, and organization name as instructed. If administrators are assigned to more than one organization, select the one you want to log into. Genesys Cloud prompts you to select either Collaborate/Communicate or Architect. Select the appropriate option.

Genesys Cloud presents a single user interface for all of its features. Users can review active calls in a single interface that lets you switch easily between them or drag and drop to create a conference. If administrators navigate elsewhere in the application, a floating widget ensures that call controls remain immediately accessible.

Client User Interface

After you log in to Genesys Cloud, you are directed to your landing page. Your landing page reflects based on the roles and permissions assigned to you. As an example, let's have a look at the home page of a Customer Service agent.

Admin User Interface

Users with administrator permissions can review administrative sections when they expand the Menu in the left pane. Configuration features are grouped into containers such as Account, User Management, IT and Integrations, and Orchestration. The number of containers and features available in the Menu depends on the roles assigned to the user.

Roles/Permissions

Roles are objects assigned to users that grant them access to several features of Genesys Cloud. Each role in Genesys Cloud contains one or more permissions. The permissions allow users with that role to perform multiple tasks, such as viewing organization details, editing their profile and location, and creating and editing groups. For instance, the employee role has the lowest level of permission and is assigned to all Genesys Cloud users.

The admin role has permission to make any changes to a Genesys Cloud organization. This role is automatically assigned to the users responsible for deploying and installing the Genesys Cloud organization. This person is responsible for inviting others to a Genesys Cloud organization and assigning roles to invitees.

2.4 Learning Summary

After reviewing this chapter, you should now be able to:

• Explain enterprise collaboration and its importance.
• Outline the features and capabilities of Genesys Cloud Collaborate.
• Navigate through the Genesys Cloud Client user interface.
• Navigate through the Genesys Cloud Admin user interface.
• Explain Roles and Permissions container.

CHAPTER 03 / 5

Organization and Collaborate Administration

36 sections · 3 practice questions

3.1 Learning Objectives

By the end of this chapter, you will be able to:

• Describe the process for configuring Genesys Cloud Collaborate.
• Configure organization settings, location settings, and document sharing.
• Configure user profiles, roles and permissions.
• Assign roles and permissions to users.
• Administer and organize workspace content.

3.2 Overview of Configurations

The workflow for configuring Genesys Cloud Collaborate has six major steps:

Configure Organization Settings

Global organization settings such as status, password requirements, and default language must be configured.

Configure Location Settings

Locations and site map configurations are made in this step.

Add Users to the Organization

You will add users to the organization in several ways. For example, using Bulk Import and Data Action.

Assign Roles and Permissions

The roles and permissions for the users are assigned in this step.

Group Users Together

Group the users based on similarities as defined by the company. For example, by department, job title, work team, etc.

Configure Document Sharing

Establish the data sharing settings for the organization.

3.3 Main Configurations of the Organization

Organization ID

A newly created Genesys Cloud organization has a unique name and identifier assigned to it. To review the organization details, open Menu > Account > Organization Settings. Administrators can review the organization name, short name, and organization ID in the Organization Details tab. To review the organization settings, administrators must have the admin permissions assigned. If administrators ever need to contact Genesys Cloud support for assistance, administrators must provide your Organization ID.

Password Management

On the Organization Settings page, select the Authentication tab to define the parameters for setting user passwords. By setting the Disable Genesys Cloud Login toggle button to ON, administrators can disable Genesys Cloud login and only allow users to log in via single sign-on (SSO).

Status Management

Administrators can add secondary statuses on the Status Management tab. For example, if you want users to specify the break they are taking, administrators can add a meal, stretch, or coffee break.

Geolocation Detection

From the Settings tab, set the Geolocation Detection toggle button to ON to request the users and agents share their location with Genesys Cloud. When a user is in a new location, the user receives a prompt to share the location.

Default Language

From the Settings tab, choose the default language from the dropdown list. The selected default language is used only for notification emails such as new user invites and password resets. The default language is the user's language preference and it is not related to the organization's language settings.

Issue Reporting Email Address

Administrators can configure an issue reporting email address to receive suggestions and concerns about Genesys Cloud at your organization. In the Organization Settings section on the Settings tab, enter the email address in the Issue Reporting Email Address field. Administrators can specify only one email address. Therefore, it's recommended to create an issue distribution list with designated contacts, Level 1 and Level 2 support personnel if an issue escalates.

If the issue reporting email address is not set up, Genesys Cloud sends the email to anyone in your organization who has the admin role assigned.

Onboarding People

Users must be invited to access Genesys Cloud. There are two ways to add users to the organization: Open Admission and Auto Invite.

Open Admission

Open Admission allows the current invite link. Any user can receive the invite link to join the organization.

At this point, administrators can also specify the email address domains that a person must use to create a new Genesys Cloud account when responding to a sign-up link. By default, there are no restrictions on email address domains when the Open Admission option is enabled.

Auto Invite

When Auto Invite is enabled, an email invitation will be automatically sent to a user when added to the organization.

Security & Compliance

Genesys Cloud does not perform a virus scan on attachments that are shared in chats. Administrators can disable the file attachments feature in the Organization Settings section, under the Settings tab.

Genesys Cloud is in compliance with the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry Data Security Standard (PCI DSS). To enable the compliance features for your organization, contact the Genesys Cloud support team.

3.4 Location Configuration

Location determines the place from where the user or agent works. In Genesys Cloud, locations must be configured to enable the telephony features. It allows users and agents to tag their current working location in their profile.

To configure locations and building information, administrators must have admin permission. Open Menu > User Management > Locations. From the Locations page, administrators can add a new location and enter the details, such as the location name, site contact, and address. Administrators can also add an image of the location.

Site contact is the designated contact for that location in a Genesys Cloud Organization. A Designated Contact is a Genesys Cloud customer identified as the customer's primary point of contact with Genesys Cloud Customer Care. A Designated Contact must be knowledgeable about the applicable services and participate in troubleshooting support cases.

To become a Designated Contact, administrators must first review the Customer areas of responsibility and then go to the Our Customer Care Communications Portal page. Here, select Get Started > Request My Support Account to request a My Support account and get access to the Genesys support tools. You will receive your credentials within 48 business hours. Reference Reference 2

Once the location has been added to the Locations page, administrators can review its details by clicking on its name. Administrators can enter additional configuration information, such as allowing the location to be used with telephony sites, adding floor plans, and selecting people for the location.

This is a sample image of the building and the floor plan added to the location. The user pins their exact place in the floor plan for other users in the organization to locate them quickly.

Adding Location to Your Profile

Once the location information is configured, administrators can add that location to your profile. Adding location to your profile helps your coworkers identify the place from where you are working.

To add a location to your profile, select your profile picture in the sidebar and select the larger profile picture. From the edit mode in your profile, administrators can add the location.

3.5 User Profile Configuration

Each Genesys Cloud user has a profile that identifies them to the rest of the organization. These profiles show users' picture, contact information, relationships, location, groups, education, skills, and more.

To configure user profile fields, open Menu > User Management > Profile Fields. Users with administrator permissions can add, rename, rearrange sections or fields, and disable or enable fields from the Profile Fields page. By default, administrators can review the standard profile sections, such as General, Primary Contact Info, Relationships, Groups, Skills & Certifications, Biography, and more. All the standard profile sections include default fields within them. To fit your organizations’ needs, administrators can customize the default configuration of how profiles appear. Administrators can create new profile sections and add new fields to them.

When administrators add a field to a section, administrators can add a text field or a tag.

• Text - Creates a field where you enter text values, like the Name and Biography field.
• Tag - Creates a field where you enter searchable tags, like the Skills & Certifications field.

These texts and tags assist your coworkers in locating you.

After administrators create profile sections, they cannot be deleted. Make sure that changes to the profile configuration have approval from your organization. Similarly, you cannot delete a custom field once created. Administrators can only disable it so that users cannot see or use it. Users with admin permission can re-enable disabled fields at any time.

After you've finished configuring your user profile, complete your profile by adding work-related information to help coworkers find and learn more about you.

Administrators can also access your profile from the Contact cards that appear anywhere you see your profile picture. Reference

When accessing your profile, administrators must be in edit mode to add or update any information. The items below summarize the details administrators can add to your profile.

• Add a profile picture for others to see when they visit your page. Your profile photo appears in chats and phone conversations, as well as on your business card. Reference
• Set your contact options, so that others know how to reach you. Choose primary contacts so that when others select your contact buttons, calls and email messages go to your designated number or address. Reference
• Add a section to your profile to add more information to your profile. Reference
• Add tags to your profile to help others locate you based on your skills and experience. Reference
• Select your location so others can find you and your office location. Reference

3.6 Adding People to the Contact Center

Organizations use several methods to manage their user details. Some use Microsoft Active Directory, while others use spreadsheets. Typically, the administrator is responsible for adding the users, and the managers and supervisors manage them.

To add users to the contact center, open Menu > User Management > Users. From the Users page, administrators can select Add Person or Bulk Import. Administrators can add the users in any of the methods below:

• Administrators can use the invitation URL from the Link tab and send it to appropriate email addresses so that the users can add themselves to the organization by accepting the invitations. Administrators can also copy the URL and post the link where members of your organization can access it.
• If administrators wish to add a single user, administrators can add the name and email address in the Person tab. Administrators can also send an invitation to the user from the Person tab immediately after adding him by selecting the Send invite now check box.
• Administrators can add a large number of users to your organization from the Bulk Import tab. The list of users to be added and their information must be in a.csv file. Genesys recommends exporting the.csv file from a spreadsheet rather than composing it in a plain text editor. When administrators save a.csv file, the spreadsheet automatically inserts the required quotes and commas. This method is less prone to errors than manually formatting records. Select here to download a sample.csv file. Reference

Managing User Details

As an administrator, administrators can edit a user's personal details, ACD skills, queues, roles, and default phone. You have to open Menu > User Management > Users and select the user you want to update.

Administrators can optionally edit user details and ACD skills, send an invitation to get themselves added to the organization, reset the password, inactivate or delete a user. Inactivating a user revokes access to Genesys Cloud for that user. For example, if you have seasonal workers or an employee on extended leave and do not want them to access Genesys Cloud, administrators can set their access to inactive. This revokes their credentials and prevents them from accessing Genesys Cloud.

Select the user’s name to review their details on the Users page. The configurations of the user details are organized into several tabs.

Each tab is associated with specific settings. An admin configures the options below:

• Roles
• Administrators can assign and unassign roles in controlling user access to Genesys Cloud features.
• Division & Licenses
• Administrators can review the division in which the user's object data is assigned and the license type.
• Review Permissions

Administrators can review the permissions assigned to the user and can assign more permissions too. Administrators can also review the information of divisions, access level, conditions, and minimum license.

Phone

Administrators can set the user's default phone and configure the user to auto-answer the incoming interactions when in a queue. Administrators can also configure the timeout seconds to alert the user about the call before it routes to voicemail.

ACD Skills

Administrators can configure skills and languages for ACD routing.

Queues

Administrators can manage the queues associated with the user and assign a new queue to the user.

Utilization

This tab enables administrators to configure utilization per agent. Administrators can also configure utilization at the organization level. By default, the system uses the default org settings unless you configure them for an agent.

Person Details

From this tab, administrators can edit the profile picture, person's relationship in the organization hierarchy, contact information, and education details.

3.7 Organizing People

Genesys Cloud has a feature to organize people into groups based on commonalities, such as skills, education, or interests. Administrators can create any number of groups and add any number of people to each group.

Administrators with group creation permissions can create a group. To create a group, open Menu > User Management > Groups. Groups can be work-related (official) or social. The group owners configure the group's visibility to be made public, members-only, or owners-only. They also assign a telephone number to the group. To make adding users to the group easier, Genesys Cloud provides an option to add a manager or supervisor first and then include everyone reporting to them. From the home page, any user in the organization can create a personal group and invite participants as needed.

The person who creates the group is the default group owner. The group owner may also assign other people as group owners.

Administrators can create a chatroom with more than one user. Note that a chatroom is created for every group, but a chatroom is not a group.

Example Scenario

Your company has an Internal Sports Committee. When organizing sports activities, your committee members must communicate quickly with each other because the organization has multiple locations throughout the state. You don't want everyone in the company to know everything the committee talks about, but you do need suggestions on what sports activities to offer from everyone.

In this case, administrators can create a group called Internal Sports Committee and limit visibility to the committee's members only. Non-members will not be able to see or participate in the committee group as a result of this. If committee members want to take dial-in suggestions from non-members, administrators can assign a phone number to this committee group. It is important to note that this call will not be routed using contact center algorithms.

Create another group called Internal Sports Suggestions visible to everyone so that all members of your company can submit suggestions and interact with one another in an open forum.

3.8 Data Management in Genesys Cloud

The Genesys Cloud Documents feature enables you manage data by storing, organizing, and securely sharing all types of files with other Genesys Cloud users.

The place where you store your documents or files is called a workspace. Workspace enables administrators to manage any files, such as text-based documents, images, faxes, videos, voicemails, call recordings, emails, photos, and more. Administrators can upload any number of files, but each file must not exceed 2GB in size.

You have one personal workspace, and administrators can be a member of multiple group workspaces. Select each tab to learn more.

My Workspace

My Workspace is a personal, private place where administrators can store and manage your files. You are the only one who has access to the files in your workspace. Your administrator can only review the size of files in your workspace but cannot review them. Administrators can tag your files with meaningful keywords to keep them organized. Administrators can also share files from My Workspace with other Genesys Cloud users.

Group Workspace

A group workspace is a place for all group members to share and collaborate on multiple documents. All the group members have access to all of the content in the workspace. Your administrator sets up group workspaces, selects group members (individual users or groups), manages their access levels and permissions, and creates tags.

To access the workspace, administrators need to select Documents from the top bar.

Example Scenario

ABC Inc.'s Sales department recently organized a global gathering for their employees from all over the world to collaborate and attend conferences. Following the event, the team members desired a centralized repository for sharing photos taken during the event.

The administrator creates a group workspace called Global Gathering Sales and invites every member of the sales team to it. Everyone in the sales team uploaded photos and shared their happy moments in the group workspace.

3.9 Learning Summary

After reviewing this chapter, you should now be able to:

• Describe the process for configuring Genesys Cloud Collaborate.
• Configure organization settings, location settings, and document sharing.
• Configure user profiles, roles and permissions.
• Assign roles and permissions to users.
• Administer and organize workspace content.

CHAPTER 04 / 5

Telephony Architecture and Trunk Configuration

34 sections · 3 practice questions

4.1 Learning Objectives

By the end of this chapter, you will be able to:

• Describe the features of Genesys Cloud Communicate.
• Describe the telephony structure features of Genesys Cloud.
• Configure external trunks and phone trunks.
• Configure a site.
• Configure an Edge and learn the functions an Edge provides.
• Learn how to survive an outage with business continuity best practices.
• Configure phones in Genesys Cloud.
• Configure DID numbers.
• Configure Extensions.
• List and explain the features of Architect for Communicate license.

4.2 Features of Genesys Cloud Communicate

Genesys Cloud Communicate incorporates all the features of Collaborate, such as chat, video chat, a company directory, and document sharing. It also includes Architect for designing auto-attendant applications.

Telephony

Communicate delivers telephony services for handling phone calls in an organization. Genesys Cloud telephony connection routes communications and offers a variety of features. Among the features available are voicemail, conferencing, call recording, transfers, extensions, and call forwarding. Communicate also works with the Genesys Cloud web-based phone, which supports WebRTC. Users of the Genesys Cloud web-based phone can use Genesys Cloud call controls without the need for additional phone software or hardware. The two main deployment models used to set up telephony are:

• Cloud Deployment Model (CDM) - This is a Genesys Cloud environment in which the Edge devices are hosted in the Cloud. All the Genesys Cloud Voice environments are CDM.
• Local Deployment Model (LDM) - This is a Genesys Cloud environment in which the Edge devices are physically located on the customer premises.

Architect

Architect is an auto attendant designer that links predefined operations to create custom IVR functionality. It incorporates playing audio, making and receiving calls, dynamically converting text to speech, routing calls to agents, queues, voicemail, external numbers, or other flows. Advanced features such as non-menu digit collection, data dips, conditional logic, and expression editing are also incorporated.

4.3 Genesys Cloud Telephony Overview

Telephony Connection Options

Genesys Cloud provides three telephony connection options to provide convenience and flexibility. Administrators can simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes the telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices or to retain your existing carrier service, administrators can choose a Bring Your Own Carrier (BYOC) option. BYOC is available in two distinct offerings, depending on where the connection terminates against Genesys Cloud. They are BYOC Premises and BYOC Cloud. To review the comparison chart of the three telephony connection options, refer to Telephony connection options overview. Reference

The following sections examine each telephony connection option.

Genesys Cloud Voice

Genesys Cloud Voice is an internet-based telephony service that administrators can activate with your Genesys Cloud organization. It provides public telephony access to any Genesys Cloud services you subscribe to, such as Communicate or the Genesys Cloud call center.

For additional detail, see How does Genesys Cloud Voice work?. Reference

BYOC Cloud

The BYOC Cloud solution delivers flexible interoperability to the Genesys Cloud suite of voice services by allowing you to define SIP trunks between the Genesys Cloud AWS-based Edge and Media Tier and third-party carriers over the public internet.

To implement BYOC Cloud, the telephony admins create SIP trunks between the Genesys Cloud Media Tier resources in AWS and third-party carriers or devices over the public internet. The third-party carrier or device can be another cloud service or a device at the customer's premises.

With the Genesys Cloud BYOC Cloud solution, administrators can choose one of two methods to implement either your Carrier connection or your PBX connection.

• Administrators can configure BYOC Cloud by means of a cloud-based carrier device or a premises-based carrier device.
• Administrators can configure BYOC Cloud by means of a cloud-based PBX device or a premises-based PBX device.

The diagrams below illustrate each supported implementation method.

A Cloud-Based Carrier Device

A Premises-Based Carrier Device

A Cloud-Based PBX Device

A Premises-Based PBX Device

BYOC Premises

The BYOC Premises telephony connection option uses a premises-based Edge hardware device to connect SIP Trunks from a third-party carrier to Genesys Cloud. Genesys provides you with several types of BYOC Premises hardware solutions. Each of the BYOC Premises hardware solutions yields a premises-based Edge device. Regardless of which BYOC Premises hardware solution you are using, administrators need to configure the premises-based Edge device.

A BYOC Premises Edge device is available in a variety of configurations to accommodate organizations of multiple sizes. For a detailed reference covering the types of hardware solutions and the premises-based Edge device configuration, refer to About BYOC Premises. To learn more about the several Edge models and their concurrent call capacity, refer to this Resource Center article. Reference Reference 2

Hybrid Media Overview

Beyond the three telephony connection options, Genesys Cloud also enables administrators to create a hybrid media organization that combines any or all three of the telephony options. A hybrid media organization enables administrators to take advantage of both cloud and premises features and improves the capabilities of your Genesys Cloud organization. After administrators enable your organization to be hybrid media capable, you cannot revert to the previous telephony connection option. It’s an irreversible process, and administrators must take appropriate precautions before creating a hybrid media-enabled organization.

Why Should You Opt for Hybrid Media?

Hybrid media provides a connection between your premises Edges, and cloud media products and facilitates a seamless running of both products within the same organization simultaneously. A hybrid media-enabled organization enables you to move resources and calls between several telephony connections.

If administrators are a BYOC Premises user, hybrid media will:

• Let you take advantage of other cloud services by adding Genesys Cloud Voice or BYOC Cloud to your organization.
• Allow you to move from BYOC Premises to a 100% cloud organization.
• Remove your dependency on Edge devices.

A BYOC Cloud or Genesys Cloud Voice user may opt for hybrid media to comply with local regulations or for connectivity purposes.

Premises to Hybrid Overview

Migrating from BYOC Premises to a hybrid media organization involves four phases. They are:

• Phase 1 - Making Your Organization Hybrid Media Capable

Administrators need to add Genesys Cloud Voice or BYOC Cloud to your organization. To do so, go to AppFoundry and search for either one in the search bar. Even though the result tiles show a button labeled Purchase, there is no cost for adding BYOC Cloud or Genesys Cloud Voice to your organization. Fair use policy and Voice pricing are not included, and you may have to pay the charges based on the usage.

Phase 2 - Moving Your Edges into the Genesys Cloud Hybrid Media Group

During this phase, administrators complete moving the Edges to the Genesys Cloud Hybrid Media Group. To do this, administrators must take an Edge out of service, move it to the new Genesys Cloud Hybrid Media Group, and then put the Edge back in service. While putting the Edge out of service, administrators can either wait for the calls to drain or make them drop immediately.

Phase 3 - Configuring Edge Interfaces to Use Site Interconnects

This phase of the migration involves Site Interconnects configuration that allows Edges in multiple sites to communicate with each other. There are three types of Site Interconnects. They are:

• Direct Interface
• Indirect Interface
• Cloud Proxy Interface
• Phase 4 - Enabling and Configuring Site Links

The final phase focuses on enabling and configuring Site Links. Sites Links connect core sites using the network port interfaces specified on the Edge. A core site is a site with premises Edges attached to it or a site running cloud media services. Enabling the Site Links establishes a connection between the premises and the cloud media core sites. Once enabled, either core site can access resources available on the other core site.

Cloud to Hybrid Overview

Migrating from BYOC Cloud or Genesys Cloud Voice to a hybrid media organization involves five phases. They are:

• Phase 1 - Making Your Organization Hybrid Media Capable

Administrators need to add BYOC Premises to your organization. To do so, go to AppFoundry and search for BYOC Premises in the search bar. Even though the resultant tile shows a button labeled Purchase, there is no cost for adding BYOC Premises to your organization. However, administrators must pay the hardware usage charges associated with the BYOC Premises Edge device. The usage cost is based on the hardware solution configuration.

Phase 2 - Pairing Your New BYOC Premises Edges to Genesys Cloud

During this phase, administrators complete pairing the Edge devices with Genesys Cloud. Depending on your hardware solution configuration, the pairing process varies.

Phase 3 - Putting Your Edges into the Genesys Cloud Hybrid Media Group

During this phase, administrators complete putting one premises Edge at a time into the Genesys Cloud Hybrid Media Group.

Phase 4 - Configuring Edge Interfaces to Use Site Interconnects

This phase of the migration involves Site Interconnects configuration that allows Edges in multiple sites to communicate with each other. There are three types of Site Interconnects. They are:

• Direct Interface
• Indirect Interface
• Cloud Proxy Interface
• Phase 5 - Enabling and Configuring Site Links

The final phase focuses on enabling and configuring Site Links. Sites Links connect core sites and establish a connection between the premises and the cloud media core sites.

For additional guidance about migrating a BYOC Cloud or Genesys Cloud Voice organization into a hybrid media organization, please visit this Resource Center article. Reference

VoIP

Genesys Cloud Telephony is based on Voice over Internet Protocol (VoIP), and it uses SIP trunks for communication. The workflow for an incoming phone interaction is illustrated below.

When a customer initiates an interaction, the interaction goes through the trunks as needed. If the interaction is a VoIP interaction, a SIP trunk is required. Analog voice data interactions that originate through a PSTN go through a TDM trunk and SIP gateway.

All phones provisioned in Genesys Cloud must be connected to a telephony server called the Genesys Cloud Edge server for on-premises and Local Control Genesys Cloud deployments. The Edge receives the interaction, gets the routing configuration from Genesys Cloud, and routes the interaction to an agent. With cloud deployments of Genesys Cloud, such as “Bring Your Own Carrier Cloud” and “Genesys Cloud Voice”, no local Edge server is required.

Additional Information about VoIP

VoIP refers to the protocols and technologies that transmit voice in packets over the internet or a company's intranet. An advantage of VoIP is that long-distance charges are not incurred when calling outside the local area. Calls are placed via IP telephone or computer and microphone (or USB headset) and do not require a physical telephone. VoIP is often referred to as IP telephony.

Components of the VoIP Interaction

Each interaction has two components: Signaling and audio. Each part must be transferred across the network.

Signaling

In Genesys Cloud, signaling is handled by Session Initiation Protocol (SIP). SIP can be set up to use Transfer Control Protocol (TCP), User Datagram Protocol (UDP), or Transport Layer Security (TLS) to transfer the signaling data over the network.

Audio

Digitized audio is transported using the Real-time Transport Protocol (RTP), which relies on UDP to transfer the data across the network.

4.4 Genesys Cloud Telephony Configuration Setup

Telephony is the set of features that administrators use to set up Genesys Cloud communications. The items below summarize the features to be set up for telephony:

• Trunks
• Sites
• Edges
• Phone Management
• DID Numbers
• Extensions

The following sections explain each feature in greater detail.

4.5 Trunks in Genesys Cloud

A trunk is a telecommunications circuit from a carrier to a Genesys Cloud telephony connection. A trunk can be a gateway, a long-distance line, a SIP carrier, or any other type of entity that brokers contact between the Edge and the outside world. Trunk types include WebRTC, SIP carriers, VoIP, Mobile, SMS, or proxy servers, and each type of trunk has its unique configuration requirements.

The trunk in Genesys Cloud connects a telecom service provider to a Genesys Cloud Edge and facilitates point-to-point communication. A trunk must be physically connected to an Edge. Genesys Cloud relies on SIP for internal and external communication. Typically, SIP phone trunks and WebRTC phone trunks are used for internal communication.

External Trunks

There are three types of external trunks in Genesys Cloud. They are BYOC Carrier and BYOC PBX, which administrators can use in a BYOC Cloud telephony connection, and External SIP, which administrators can use in a BYOC Premises telephony connection. By default, Genesys Cloud external SIP trunk line connects the telecom provider with your organization.

Administrators can create the two types of BYOC Cloud trunks only in an actual environment provided by your carrier. For a detailed reference covering how to create a trunk under BYOC Cloud, refer to Create a trunk under BYOC Cloud. Reference

Advanced planning is required to configure an external trunk for BYOC premises. Administrators can download a SIP trunk questionnaire to assist you with gathering the necessary information to work with your carrier. For additional detail, see Work with your carrier to provision an BYOC Premises external SIP trunk. Reference

Phone Trunks

The phone trunk connects phones that are internally assigned to agents. SIP phone trunks and WebRTC phone trunks are the two types of phone trunks offered in Genesys Cloud. A SIP trunk connects SIP phones to the Edge. A WebRTC phone trunk connects the Edge to the WebRTC gateway.

Trunk Configuration

To configure trunks, administrators need to open Menu > Digital and Telephony > Telephony > Trunks. Administrators can configure the external trunks from the External Trunks tab and configure the phone trunks from the Phone Trunks tab. While creating a trunk, administrators can see two sections. The upper section contains the base settings needed for a trunk. The lower section contains other advanced settings that administrators can use to refine your external trunk configuration. Genesys Cloud recommends using the default base settings while creating a trunk. However, administrators can modify the default settings as per the SIP requirement from your carrier.

Select each tab to learn more about the base settings and advanced settings.

Base Settings Configuration

External Trunks

In the External Trunks tab, select Create New. In the Create External Trunk page, administrators must enter details such as the trunk name, trunk state, protocol, listen port, and SIP server IP address. Administrators can also enable or disable the ability to send availability requests and authenticate outbound SIP requests. Additional base settings that administrators can configure are:

• Registration - If your SIP or proxy server supports the registration feature, administrators can enable registration and configure the accompanying settings to allow the server's status to be updated if the trunk becomes unavailable.
• SIP Access Control - To control which entities on the internet can contact Genesys Cloud, administrators can configure SIP access control. Administrators can do so by building allow and deny lists consisting of IP or CIDR addresses that can or cannot use the external trunk.

Notes:

• When selecting a trunk transport protocol, administrators must configure both ends of the trunk to use the same protocol. If these ends do not use the same protocol, the trunk fails to function.
• If administrators select TLS as the trunk transport protocol for BYOC Premises, secure trunks are established directly between the customer endpoint and the Genesys Cloud Edge. Each Genesys Cloud Edge TLS endpoint is signed by a server certificate issued by an organization-specific certificate authority. Your organization's root certificate authority issues the valid certificate that manages the SIP service. To obtain your organization's public key certificate from Genesys Cloud, refer to Configure certificate authorities. Reference

For more details on external trunk settings on the Create/Edit Trunk page, refer to External trunk settings. Reference

Phone Trunks

In the Phone Trunks tab, select Create New. Administrators must enter a phone trunk name and select the phone trunk type as SIP or WebRTC. Based on the phone trunk type selection, the base settings and advanced settings display. When administrators select the SIP phone trunk type, additionally, administrators can configure protocol, listen port, registration feature, and SIP access control.

For more details on SIP and WebRTC phone trunk settings, refer to SIP phone trunk settings and WebRTC phone trunk settings, respectively. Reference Reference 2

Advanced Settings Configuration

External Trunks

The advanced settings found in the External Trunk Configuration section are listed below:

• General - In the General section, you'll find settings for configuring calls.
• Transport - In the Transport section, you'll find settings for configuring multiple network options.
• Identity - In the Identity section, you'll find settings for configuring how inbound and outbound calls are identified.
• Media - In the Media section, you'll find settings for configuring how audio and recording are handled.
• Protocol - In the Protocol section, you'll find settings for configuring multiple protocol-related options.
• Diagnostic - In the Diagnostic section, you'll find settings for collecting additional information about the traffic going across the SIP Trunk. These settings will help you to troubleshoot issues with call quality and other problems. These settings are designed to be enabled while you are working with Genesys Cloud Customer Care personnel.
• Custom - The Custom option allows Genesys Cloud Customer Care personnel to alter an external trunk configuration for troubleshooting or exceptional circumstances. You should only enter custom property settings as directed by Genesys Cloud Customer Care.

For a detailed reference covering each setting, refer to Configure advanced external trunk settings. Reference

Phone Trunks

The advanced settings for SIP phone trunks in the Connection Configuration section are the same as advanced settings in the external trunk configuration. In addition, the two added sections that administrators can configure are:

• Authentication - In the Authentication section, you'll find settings for configuring authentication.
• Provisioning - In the Provisioning section, you'll find settings for configuring provisioning.

For a detailed reference covering each setting, refer to Configure advanced SIP phone trunk settings. Reference

The advanced settings available for WebRTC phone trunks are General, Transport, Media, Diagnostic, and Custom. For a detailed reference covering each section, refer to Configure advanced WebRTC phone trunk settings. Reference

CHAPTER 05 / 5

Number Plans and Outbound Routing

7 sections · 3 practice questions

5.1 Learning Objectives

By the end of this chapter, you will be able to:

• Explain how number plans and outbound routes work together.
• Create a number plan that prevents calls to selected destinations.
• Build a number plan that directs matching calls to a PBX.

5.2 Role of Number Plans and Outbound Routes

Genesys Cloud Edge and Media Tier use the organization's number plans and outbound routes to determine how calls should leave the platform. A BYOC design, for example, may use separate trunks for different destinations:

• A premises trunk that connects to an IP-PBX.
• An international-carrier trunk.
• A local-carrier trunk.

Two configuration objects drive this routing decision:

• The number plan identifies the digit patterns that Genesys Cloud must recognize and classifies each matching dial string.
• The outbound route associates one or more classifications with the trunk that should carry the call.

When a dialed number matches a pattern, Genesys Cloud applies the classification defined in the number plan. It then evaluates outbound routes for that classification and selects the appropriate external trunk. Accurate patterns and route assignments are therefore essential for predictable call delivery.

5.3 Tailoring Number Plans and Outbound Routes

Genesys Cloud includes predefined number plans and outbound routes, but administrators can add custom entries when the dialing policy requires more control. Typical examples include blocking expensive destinations and sending an internal number range to an enterprise PBX.

Blocking Premium-Rate Destinations

Premium-rate telephone services charge more than standard calls, either by the minute or per connection. In the United States, these destinations commonly use the 1-900-###-#### format. Organizations can prevent accidental or unauthorized calls by identifying the pattern without providing a route for it.

Create a number-plan entry that uses the Regular Expression match type and assign a descriptive classification such as Restricted. Classifications are labels used on the Number Plans page to group dial patterns that share the same routing policy.

Do not associate the Restricted classification with an outbound route. When a user dials a matching premium-rate number, Genesys Cloud cannot find a valid route, so the call is rejected.

Routing a Number Range to a PBX

Some BYOC deployments must route a defined extension range to an organization's PBX instead of sending those calls to a carrier. This is common in larger environments where part of the user population remains on a separate telephony platform.

A Number List match can represent a range of dialed numbers. The following example matches five-digit numbers beginning with 1.

A regular expression can produce the same result and is often better suited to more complex matching requirements.

Complete the configuration by assigning the number-plan entry a classification such as PBX and adding that classification to the appropriate outbound route. When a dialed number matches the PBX pattern, the route containing the same classification is selected and the call is sent through its configured trunk.

5.4 Chapter Summary

After reviewing this chapter, you should now be able to:

• Explain the relationship among dial patterns, classifications, outbound routes, and trunks.
• Prevent calls to selected numbers by creating a classification that has no valid outbound route.
• Route a defined number range to a PBX by matching the pattern and assigning the same classification to an outbound route.

Knowledge Check

Use the following questions to confirm your understanding of the Chapter 5 routing concepts.