Customer areas of responsibility

Client applications — Providing access for machines, tablets, and mobile devices running Collaborate applications

• Network connectivity
  • Determining the best way to connect phones on the customer network so they can communicate with, and retrieve their configuration from, the on-premises Edge appliances
  • Supporting any third-party network devices needed by the phones or Edge appliances (DHCP, DNS, and so on)
  • Determining and configuring network hardware to meet industry-defined performance standards for voice over IP (VoIP)
  • Providing adequate customer network bandwidth and access for Genesys Cloud components to operate properly
  • Resolving issues related to Edge, phone, or computer network connectivity issues

• Environment
  • Adherence to all environmental regulations required to provide the Genesys Cloud Edge device operating conditions in line with Genesys’s guidelines
  • Adherence to all environmental regulation required to provide phone device operating conditions in line with phone manufacturer’s guidelines.

• PSTN access (SIP/TDM)
  • Providing a means of connecting to the PSTN through a carrier of the customers choosing
  • Ensuring that customers PSTN service meets Genesys carrier interoperability requirements
  • Ensuring that the PSTN service has the needed capacity to meet the customers usage needs
  • Maintaining the business and operational relationship with the PSTN carrier
• Internet access
  • Providing a means of connecting the Edge appliance to the public Internet
  • Ensuring that the customers Internet has the required Internet bandwidth, access, and performance for the Edge to properly function 
  • Resolving connectivity and performance issues related to Edges ability to communicate with Genesys Cloud

Video chat quality — Resolving issues related to network performance such as latency, jitter, and packet loss

Voice and video quality — Resolving issues related to network performance such as latency, jitter, and packet loss

• Edges
  • Scheduling and implementing updates for the Edge appliance
  • Handling any issues arising from a version and feature mismatch between the Edge appliance and Genesys Cloud clients 
  • Accessing and gathering logs in the event the Edge appliance cannot connect to the Genesys Cloud environment for any reason
• Phones
  • Updating phone firmware and software as required by the phone manufacture
  • Handling any potential issues arising from a version and feature mismatch between the Edge appliance and phone

• Telephony — Entering and maintaining settings for sites, trunks, phone numbers, telephony endpoints, stations, and any other user-configurable settings
• IVR — Creating, updating, and maintaining all IVR configurations such as scheduling, routing, TTS, ASR, and DTMF
• Station configuration
  • Configuring the stations within the Genesys Cloud organization
  • Determining and validating hardware IDs, MAC, and computer names, such that voice endpoints are mapped in Genesys Cloud to the appropriate stations
  • Determining that the correct dynamic host configuration protocol settings and configuration are in place, and proper Virtual Local Area Network (VLAN) settings
• Dial Plan
  • Maintaining the integrity of their dial plan
  • Maintaining dialed number routing plan records for internal and external call routing

• Queues — Creating, configuring, and maintaining all queue attributes and settings (priority, bullseye routing, after-call work, and so on)
• Scripting — Configuring, maintaining, and updating all scripts in the system
• Dialer
  • Configuring, maintaining, and updating all Dialer workflows and configuration
  • Operating within local and federal laws regarding use of an Automatic Telephone Dialing System (ATDS)
• Reporting — Creating, configuring, and maintaining all non-standard reports
• Quality Management — Creating and maintaining quality admin encryption keys, evaluation forms, and policies
• Workforce Management — Creating and maintaining management units, short-term forecasts, schedules, activity codes, day classifications
• Alerts — Creating and maintaining the inbox and alert rules

Organization — Maintaining, updating, and verifying the accuracy of data for users and the organization such as names, email addresses, titles, and so on

• Sites
  • Maintaining, updating, and verifying the accuracy of data assigned to each Communicate Site
• Phones
  • Maintaining, updating, and verifying the accuracy of data assigned to phone templates and individual phone devices

Authentication — Ensuring the security of user credentials used for accessing Genesys Cloud  

• Authentication
  • Ensuring the security of settings and credentials used for accessing access third-party systems or providers
  • Ensuring the security of the settings and credentials applied to customers phones
  • Ensuring the security of any deployed customer IVRs or TUIs allowing external access to the system
• Usage
  • Reviewing PSTN services for any irregular or fraudulent usage