Security Deployment Guide

This Guide provides an overview of the security risks and requirements inherent in a contact-center environment, and describes how Genesys addresses those risks.

Warning

Genesys software is not intended to be used in an unrestricted Internet-facing environment. Genesys strongly recommends that you use security features described in this document and elsewhere in combination with good system-security practices—including secure and/or encrypted file storage and the use of firewalls where appropriate.

Overview

The risks and threats inherent to data networks also apply to contact centers. In general, the risks common to contact center solutions can be broken down into the following categories:

This Guide is not an exhaustive study of all of the security features that Genesys offers. Many security features are documented elsewhere in the Genesys documentation suite. As these features evolve, so too will this document—to provide a concise one-stop reference for all of your security needs.

Data Confidentiality and Integrity

Unauthorized data access and the abuse of user privileges are common concerns for multi-user environments. Ensuring data correctness and its instant availability over the course of its lifecycle is critical for the business. Data, software, or the configuration must not be corrupted or modified by an unauthorized party.

Disclosure of confidential customer information can result in serious legal consequences for a contact center, as well as the loss of a customer. Privacy includes protecting not only the customer’s proprietary data, but also transaction and call statistics and sometimes, their identification as a customer of a particular contact center.

Genesys provides the following security features to address data confidentiality:

User Passwords
Object-Based Access Control
Role-Based Access Control
No Default Access for New Users
Encrypted Configuration Database Password
Encrypted Data in Databases
Inactivity Timeout
Hide Selected Data in Logs
Tag Selected Data in Logs
Security Banner at Login
Last Logged In Display

Tip

Genesys strongly recommends careful consideration of network, file system, database, and operating system permissions to complete the protection afforded by these features.

Service Availability

Contact Center service interruption or unavailability can lead to direct revenue loss and customer dissatisfaction. Minimizing downtime and maintaining full performance capability are of the highest priority for any online service.

Availability provisioning implies using robust and quality software, preventing network intrusion and denial-of-service attacks, and protecting network and computational resources using redundant server configuration.

Genesys provides the following security features to maintain service availability, and to prevent or minimize the impact of Denial of Services (DoS) attacks:

Redundancy
Proxy and Parallel Servers
Client-Side Port Definition

Tip

Genesys recommends using 3rd party network systems, such as firewalls, network zone partitioning, network address traversal, and network intrusion detection systems to enhance protection.

Communications Integrity

In addition to the protection of data where it resides, as described in Data Confidentiality and Integrity above, data must also be protected when it is sent over communication channels.

Genesys provides the following security feature to address data and service integrity:

Transport Layer Security (TLS)

Passwords are also encrypted during transit.

Web Application Security

Genesys software provides web application security that meets or exceeds industry-wide security standards and recommendations defined by governing bodies and security-related organizations.

Genesys provides protection from the following weaknesses:

Broken authentication and session Management
Information leakage and improper handling
RESTful Web Services

Security Deployment

This Guide describes each of the Genesys security features mentioned in the preceding sections. It also includes detailed deployment instructions for those features that can be installed either system-wide, or in a manner that is consistent for all products. If the deployment process differs between components or products, you are referred to appropriate product documentation for the specific steps.

Where part of the deployment of a feature is performed as part of another procedure, this document provides an overview of that part. For detailed instructions, you are referred to the appropriate product documentation.

Tip

If you are considering deploying Genesys in a complex environment with multiple users, roles, and credentials, Geneys strongly recommends that you retain an experienced security consultant or a Genesys Professional Services representative to review your configuration and security plan.

In Case of Emergency

If you have a problem or emergency related to the security of your Genesys system, do not hesitate to contact Genesys Professional Services at 1-888-GENESYS (436-3797) or [support@genesyslab.com]. Do not further jeopardize the safety of your system by discussing the situation in online message boards or applying any unapproved remedial software.

Security and Standards Compliance

The Genesys suite of products is designed to make up part of a fully functioning contact center solution, which may include certain non-Genesys components and customer systems. Genesys products are intended to provide customers with reasonable flexibility in designing their own contact center Solutions. As such, it is possible for a customer to use the Genesys suite of products in a manner that complies with the security-related business standards such as European Data Protection Directive (EDPD), ISO 27001/27002 (formerly 17799), HIPAA, PCI DSS etc. However, the Genesys products are merely tools to be used by the customer and cannot ensure or enforce compliance with these standards. It is solely the customer's responsibility to ensure that any use of the Genesys suite of products complies with these business standards. Genesys recommends that the customer take steps to ensure compliance with these business standards as well as any other applicable local security requirements.

What’s New in Release 8.1

This section lists new Genesys security features and functions available in release 8.5:

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