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Workbench is required for Remote Alarm Monitoring, so Workbench must be installed before you can activate Remote Alarm Monitoring. You will also need a Remote Alarm Monitoring License Key and you will need to know your Corporate IP Address.
After Workbench is installed, please complete the following:
Know your Public IP address
For security reasons, we will require your corporate public IP address for each site installation before we can issue you a license key. (Please contact your IT department if you do not know your corporate public IP address.)
Request a License Key (must be a Designated Contact)
Login to My Support and select Open Admin Case (left-side menu, under My Support Management). If asked, select your End User / Sold To Account combination.
Add Alarm Monitoring License Request in the Subject line.
In the Description box, provide your company’s public IP address. Also in the Description box, please provide a group email address. When a case is opened due to an alarm, the notification will go to this group email. It is required that at least one Designated Contact at your company be included in this group email. The Designated Contact can be the same person who is requesting the Remote Alarm Monitoring License Key or a different Designated Contact at your company. You may have more than one Designated Contact in the group email.
Other employees on the group email should consider requesting My Support Read-Only Access if they would like to view case details. Please see the table below for details on My Support Access Levels and Privileges.
Lastly, select priority 4-Low and select case sub type Request: CC Tools License. Save your admin case. You will receive your license key via email within 48 hours.
My Support Access Levels and Privileges
At least one employee in the group email address you provide should be a Designated Contact. We recommend that additional employees have My Support Read-Only Access. Visit the My Support Registration Page to request access. You can read about My Support Access Levels for more information and Manage Profiles to change your current My Support access level.
The chart below details the privileges available to users on the alarm monitoring group email list. Note that for full benefits, users must have My Support access and have downloaded the Genesys Care Mobile App.
Using Remote Alarm Monitoring
|Privilege||My Support Designated Contact||My Support Read-Only|
|Open cases on My Support||X|
|Receive alarm notifications on mobile app||X||X|
|View alarm details on mobile app||X||X|
|View case information on mobile app||X||X|
|Email from Customer Care when a case is opened due to an alarm received||X||X|
|View support cases opened due to an alarm||X||X|
|Manage and close alarm support cases via My Support||X|
|Respond to and close alarm support cases via email||X||X|
|View Alarms Console in Workbench||X||X|
|See additional alarm events in the event correlation display||X||X|
|Acknowledge alarms in Workbench Alarm Monitoring console and have that acknowledgement synched with Solution Control Server (SCS) and vice versa||X||X|
Activate Remote Alarm Monitoring for Workbench
Once you have received your assigned License Key, you are ready to activate Remote Alarm Monitoring for Workbench. Please read the Remote Alarm Monitoring - Activation section in the Workbench User’s Guide for full information.