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Working with Support

This section of support processes describe best practices for working with Genesys Customer Care including:

  • When to Contact Customer Care
  • Using the Log File Retrieval Services
  • Remote Diagnostics
  • Onsite Support

When should you contact Customer Care

The following processes describe the types of issues and requests you can expect Genesys Customer Care to help you resolve, and types of issues that you will need to resolve with other Genesys groups or other vendors.

Contact Customer Care in the following situations:

  • You have a problem with the operation of Genesys products in a production or development environment.
  • You have a problem with licenses that requires immediate attention in order to ensure that a production environment remains operational.
  • You have post-sale technical questions about the operation of supported Genesys products.
  • You have product change or enhancement requests.
  • You are notifying us of important project milestones (such as switch upgrades, Genesys software upgrades, or production cut over dates) so that appropriate staff can be scheduled to be on call or available in the event that Customer Care is required. For more information, see Planned Major Changes in Your Genesys Environment.
  • You have account management questions or changes regarding your Genesys account.
  • You have problems logging into My Support or accessing My Support functionality.

Other Issues

Customer Care cannot help you with the types of issues described in the following chart. Instead, the issue should be raised with the suggested contact for each type of issue.

Genesys product pricing or quotations Your Genesys Sales Representative
Genesys software upgrades not related to a specific problem that has been reported to Customer Care Your Genesys Sales Representative
Questions about Genesys Education Services or Professional Services Your Genesys Sales Representative
Problems with general software programming not specific to Genesys Your internal programming experts (Example: how to define object properties in Visual Basic.)
Problems with products or applications not produced by Genesys The appropriate product vendor (Examples: switches and IVRs). If a problem crosses multiple vendors, Genesys Customer Care would be pleased to work with the other vendors, but you will need to facilitate this interaction.
Issues with custom software developed by a third-party systems integrator The third-party systems integrator
Pre-sales design requests and questions Your Genesys Sales Representative or Sales Engineer
Contact center architecture and design questions Your Genesys Sales Representative, who can arrange for Genesys Professional Services to assist
Anticipated license file changes or additions Your Genesys Sales Representative or Sales Engineer
An update or question for a Feature Request after the Feature Request has been transferred to Product Management Post an update to the Feature Request Case directly, and Product Management will receive notification of your update. See the Case Management section, Feature Request for more information.

Planned Major Changes in Your Genesys Environment

If you are planning a major upgrade to a new Genesys release or are deploying new Genesys solutions that could affect the stability of your production environment, it’s a good idea to alert Customer Care so we have the information available as a reference in case you encounter problems. Please provide us with the following information:

  • Your Company and/or Site Name
  • When will you be conducting the migration (dates and times)
  • What are you migrating from? (software and version)
  • What are you migrating to? (software and version)
  • Details of your environment, including versions: operating system, switch, DBMS
  • Contact Information. Provide names and contact methods for those who will be doing the migration. (Example: John Smith, mobile +123-456-7890, email john.smith@yourcompany.com)
  • List any open Cases related to this migration

Please email this information at least one week in advance of your planned changes to Customer Care

How to use the Log File Retrieval Service

All customers with a current maintenance contract can elect to use the Log File Retrieval Service. With this service, when log files are required for a case, the Customer Care analyst will retrieve the log files from the customer’s Log File Server.

To request the Log File Retrieval Service, a Designated Contact should open an Admin type case with Log File Retrieval Service subtype.

Before requesting activation of the Log File Retrieval Service, a customer must fulfill these requirements so that the relevant information can be included in the case description:

1. The Log File Management Tool (LFMT) must be deployed in the customer environment.

2. The customer must configure the relevant applications to hide attached data, or LFMT to purge all sensitive data (such as social security numbers, credit card numbers, or other account identifiers) from the logs before they are packaged.

3. The customer must agree to install the Genesys-defined remote access tool on a dedicated terminal server with access to the Genesys Administrator Extension (GAX) that includes the LFMT Client plug-in. This terminal server must be on a host that is not running any production or lab applications (other than LFMT). (Note: The Bomgar jump client will be provided to the customer as part of the Admin Case handling. See step 7 below.)

4. The customer must give Genesys a generic login (Active Directory or Local Account) to the terminal server that has access to their GAX with LFMT Client. The login will be used by the Genesys Customer Care team.

  • The Login name should follow this format: <customer-name>-genesys-lfmt.
  • Password reset notices for this login should be sent to CustomerCare@genesys.com. Please note that password changes will be processed Monday-Friday.
  • This login should not have direct access to the LFMT Central Log Storage (log directory listing) nor directly or indirectly to any other data or application that could lead to sensitive or customer data (Examples: SCP, FTP, etc.). Ideally, the desktop would be limited to a shortcut to the GAX application URL with the LFMT plug-in.

5. The customer must give Genesys a login to the GAX with LFMT Client plug-in for a user defined with the Read Plugins role.

  • The Login name should follow this format: <customer-name>-genesys-lfmt
  • Password reset notices for this login should be sent to CustomerCare@genesys.com. Please note that password changes will be processed Monday-Friday.

6. The customer must provide outbound access to the Genesys Bomgar Box from the terminal server. This means configuring ports 80 & 443 for outbound TCP access

7. The customer must create an Admin case to request the Log File Retrieval Service, and include the information about the steps completed above.

8. The Customer must deploy the Bomgar Jump Client provided via the Admin case.

When Genesys Customer Care has verified that a customer has met all the requirements for Genesys to retrieve log files unassisted from the customer's LFMT Log File Server, Customer Care staff will complete the setup process within Genesys so that the global Customer Care team is alerted that this customer is ready to use the Log File Retrieval Service.

Please Note:

  • When you open a support case, the case description must include information that tells Genesys the timeframe, applications involved, and a detailed explanation of the problem that occurred. This helps Genesys to know which log files to retrieve from your environment for this case.
  • Genesys may still need to request some troubleshooting information from you that is not accessible through LFMT in order to progress the case. This could be because the information is outside the scope of the LFMT collection capabilities, or outside the scope of the LFMT configuration.
  • Customers are responsible for purging all personally identifiable information and other sensitive data from any information they share with Genesys using the Log File Management Tool. Please see the Log File Management Tool Deployment and User's Guide for information about how to configure Scrub parameters to remove sensitive data from logs before sharing them with Genesys. Also see the Data Safeguarding Suggestions for On-Premises Software article in the Knowledge Base for other data safeguarding suggestions.

To download the Log File Management Tool, visit the "Home" page on My Support and select "Log File Management Tool" under Apps & Tools on the right side menu.

Once the Log File Retrieval Service has been set up, if there are any issues with using the service, please open a Support Case with Product Category "Genesys Care Tools" and Product "Log File Management."

What you should know about Remote Diagnostics

Genesys products are designed to enable Genesys Customer Care personnel to successfully troubleshoot problems without the need to access the customer's network where the Genesys software is installed. This approach simplifies the customer's network security procedures and eliminates any potential risks when remotely accessing the network. It is Genesys' experience that nearly all problems can be resolved in this manner.

The problem determination process usually involves detailed analysis of Genesys configuration and log files by support personnel using a Genesys lab environment and troubleshooting tools. Since these log and configuration files can be very large, online analysis can take a long time and use up valuable network bandwidth.

The best approach is for the Customer to electronically send these files to Genesys for analysis. However, if the Customer elects to use the Genesys Log File Retrieval Service, the Genesys case owner will retrieve the log files from the customer’s Log File Server. See the section on Log File Retrieval Service for more information.

In a very small percentage of cases, for example when Genesys needs to view the GUI and a screen shot is not sufficient; Genesys may request remote access to the Genesys products through commercially available, customer-controlled, screen sharing software. During remote access sessions, Customers and Partners are responsible for following their companies' data privacy guidelines when sharing a remote network view with Genesys.

What you should know about Onsite Support

Genesys Customer Care is a remote support service, offering customers a choice of using the web, email, fax, or phone to request assistance and to communicate with Customer Care.

To provide the best remote support possible, Customer Care has made significant investments in staffing its support centers with product experts, in building out labs to replicate all types of problems, and in developing methodologies and tools for remote problem resolution. These investments over the years have paid off as problem resolution times are decreasing and there is very rarely a need to go on-site to resolve an issue.

In the unlikely situation where all efforts to resolve an issue remotely fail to produce a satisfactory resolution, Customer Care may need to go on-site to resolve a critical problem. If it turns out that the problem is not caused by a Genesys software defect, then Customer Care reserves the right to charge time and materials at Genesys’ then current rates and all travel and expenses.

This page was last edited on November 29, 2019, at 14:41.
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