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When an Alarm is Received

When Genesys receives an alarm, the following process begins:

  • Alarm notification is sent to you via the Genesys Care Mobile App
  • The alarm is routed to Customer Care and a support case is opened
  • The group email that you provided to receive alarm notifications will receive an email from Customer Care that an alarm support case has been opened
  • The support case will follow standard service level targets based on your Genesys Care contract
  • Only the Designated Contact can view, manage and close the support case via My Support; however, all members on the group email can provide case updates via email.
This page was last edited on February 23, 2018, at 14:37.


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