Configuration Object Management
Configuration Object Management is responsible for the general management of configuration objects
on your system. Configuration objects might include:
User-related functions are described in Account Management.
System-related functions are described in Configuration Management.
Note: Configuration objects that can be configured in the Accounts menu can also be configured in
Configuration Manager, and vice-versa. For example, to create user accounts, you can choose to use the User Accounts
page in the Accounts menu, or you can use the Users page in
Configuration Manager. Although these processes are different, the created objects are treated the same way in the Configuration Database.
Common Object Properties
All objects have the following configuration properties and elements:
- Name—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:
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.
Note: Although Genesys Administrator Extension supports the full character set in object names, the use of certain characters can cause problems in the behavior
of other Genesys applications. Therefore, avoid spaces, dashes, periods, or special characters in object names. Consider using underscores where you might normally use spaces or
dashes.
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—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.
For example:
- 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.
Account Management
The Accounts menu enables you to create and manage user accounts, agent groups, roles, skills,
access groups, and capacity rules. This includes the ability to create user accounts from
templates and manage user accounts either one at a time or in bulk. Users can be assigned to agent groups that represent specific areas
of the business. You can also add groups of similar users to access groups that share the same set of roles and permissions
for manipulating objects, which provides a simplified method for provisioning security. Capacity-rules management enables
you to define rules for managing the volume of interactions within a business.
The Accounts menu includes the following pages:
Configuration Management
Configuration Manager enables you to create and manage system-level configuration objects such as Alarm Conditions,
Business Attributes, Hosts, and more.
Configuration Manager includes includes the following pages:
- Accounts
- Environment
- Switching
- Routing/eServices
- Desktop
- Voice Platform
- Outbound