Configuration Manager is where you set up and maintain the configuration objects in your contact center. These objects, also referred to as Configuration Database objects, contain the data that Genesys applications and solutions require to operate in a particular environment.
About Configuration Objects
Configuration objects, also referred to as Configuration Database objects, contain the data that Genesys applications and solutions require to operate in a particular environment. You create and maintain the objects in Configuration Manager, and they are stored in the Configuration Database.
To view and manage configuration objects for a specific Tenant, click the cube icon and enter the name of the Tenant in the Tenant Directory field. By default, Configuration Manager lists configuration objects for the Tenant to which your user account belongs. When viewing objects by Tenant, if you choose to create a new object, that object is created in the directory for that Tenant.
- The Tenant Directory field is not shown in a single-Tenant environment.
- 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 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.
In Genesys Administrator Extension, objects are stored in folders, usually with one object type per folder.
To help you better manage your configuration environment, you can create a hierarchy by manually creating any combination of the following:
- Folders and subfolders—A folder contains objects of one type. For example, for Host objects, you might choose to create subfolders that group hosts by location.
- Business Units/Sites—Unlike folders, Business Units and Sites can contain objects of different types. For example, all configuration objects related to a specific site for your business can be grouped into a Site, which then contains configuration objects within folders and subfolders.
In addition, the following objects include their parent objects as part of their hierarchy:
- Campaign Groups—Hierarchy includes Campaigns.
- IVR Ports—Hierarchy includes IVRs.
- Business Attribute Values—Hierarchy includes Business Attributes.
- Agent Logins—Hierarchy includes Switches.
- DNs—Hierarchy includes Switches.
Genesys Administrator Extension displays a navigation path (a set of breadcrumbs) that shows you where the displayed objects reside in your hierarchy. This path appears with all lists of objects, and is located directly above the list. You can click any element of this path to go quickly to that element.
Some object types might only exist under the root tenant or a Business Unit/Site. If you are viewing objects by Tenant, you might not see the following objects:
- Alarm Conditions
- Application Templates
- Switching Offices
The minimum permissions required to perform a task in Genesys Administrator Extension depend on the task. You must also be granted appropriate Role privileges to perform specific tasks on an object or group of objects.
Read Only Mode and Emergency Mode
The Read Only Mode and the Emergency Mode features enable you to restrict users from making changes to the Configuration Database during a Configuration Server maintenance. An appropriate error message is displayed for any GAX user who attempts to update or save any configuration objects while the Configuration Server is in one of these two modes. Only Super Administrators can update the objects while the Configuration Server is in the Emergency Mode. For more information on the Read Only Mode and Emergency Mode, see Read Only Mode and Emergency Mode.
Common Object Properties
Almost all configuration objects have the following configuration properties and elements:
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.
- IVR Ports—Their unique port numbers identify them within an IVR.
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.
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 Property
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.
- Disabling a Switch disables all DNs and Agent Logins defined within this Switch.
- 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.</li> </ul>
To view the options for an object, select an object and click the Options tab. Configuration options are listed in their sections, and you can expand or contract a section to show or hide the options in the section. The particular section is also listed for each option in the Name column and in the Section column. This is particularly helpful in those cases where there are more options in one section than can be displayed on a single screen, in that you can never lose track of the section in which an option resides. By default, all options in all sections are displayed when the Options tab is opened.
You can manage (add, update, remove) options for that object, either one-by-one, or in bulk, using the import/export functionality.
- In bulk:
- You can click More to import or export options. See Bulk Provisioning of Configuration Options for more information.
- The Section and Key fields are required, and the values for these fields must be unique in the environment.
- You can click More to import or export options. See the Importing/Exporting Data section in the Overview tab, above, for more information.
The Permissions tab lists the Access Groups and Users that have been configured explicitly with permissions for this object. When you are setting permissions, it is normally performed with the User(s) or Access Group(s) for which you want to grant access. This feature improves the manner in which permissions are set, and the scope is limited to managing permissions for a single database object.
For additional instructions about granting, modifying, and removing permissions, refer to the Genesys Security Deployment Guide.
- Propagate check box—If Propagate is checked, the permission is propagated to every child object under this parent object. If Propagate is not checked, the permission is removed from every child object under this parent object, unless the permission has been modified in the child object.
- Replace Recursively button—If Replace Recursively is clicked, the permissions of every child object are removed and replaced with permissions from the parent object.
You can perform the following actions:
Changing Members[+] Show procedure
Changing Access Permissions[+] Click here to reveal procedure
Removing Access Permissions[+] Click here to reveal procedure
The Dependencies tab displays a list of all objects that are dependent on this object, and by what property they are dependent.
For example, consider a scenario in which an Application object, AppA, is running on a Host object, HostA. AppA is dependent on HostA to function, so the Dependencies tab for HostA shows AppA as a dependent object, with the property being Host.
For all Users and Agents, the Dependencies tab also lists the Roles to which they are assigned.
Click any object in the list to view the properties of that dependent object. You can then modify its properties or create another object of the same type.
Genesys supports the optional use of the Transport Layer Security (TLS) protocol to secure data exchange between Genesys components. The TLS protocol is implemented using security certificates, which must be configured in the Host objects and the Application objects representing these components.
For detailed information and instructions for deploying TLS, refer to the "Secure Connections" section of the Genesys Security Deployment Guide.