Brian.marshall@genesys.com

Bold text= Scratchpad =

Parameter	Required	Type	Default Value	Description	Example value
httpEndpoint	yes (if "httpsEndpoint" is undefined)	string	-	The URL of the Web Engagement Server.	http://genesyslab.com:9081
httpsEndpoint	yes (if "httpEndpoint" is undefined)	string	-	The secure URL of the Web Engagement Server.	https://genesyslab.com:8443
dslResource	no	string	-	The DSL resource location. If dslResource is not defined, then the DSL is not loaded.	http://genesyslab.com:9081/server/api/resources/v1/dsl/domain-model.xml
name	no	string	-	Name of the application. This option is a part of the cloud multi-tenant, multi-domain system. Currently not used.	genesyslab
domainName	no	string	Second-level domain (SLD).	Name of the domain where the cookie is stored.	For the domain sub.genesys.com, the second-level domain is genesys.com
languageCode	no	string	en-US	Localization tag for language and region. Used for categorization.	en-US
debug	no	boolean	false	Show Monitoring Agent debug information in the browser console.	true
debugCometD	no	boolean	false	Show CometD debug information in the browser console.	true
preventIframeMonitoring	no	boolean	false	If preventIframeMonitoring is true, the Monitoring Agent does not generate system and business events if the agent is loaded in an iframe. See preventIframeMonitoring for details.	true
disableWebSockets	no	boolean	false	Disable websockets transport for the notification agent. By default, the Notification Agent uses websocket transport when it is possible. Make sure that your load balancers support websocket connections; otherwise, disable it — Disabling Websocket CometD Transport.	true
disableAutoSystemEvents	no	boolean	false	Disable automatic sending of the following system events: VisitStarted, PageEntered, PageExited.	true
page	no	object	-	Sets the page configuration for events. In some cases, you might want to set a parameter and have the value persist across multiple push events. To override the page url of each event with your own custom url, you can either set the new url on each push command, or you can use current option. Note: This option should only be used with Single Page Applications.	_gt.push(['config', {<br class="mw_emptyline"> page: {<br class="mw_emptyline"> url: 'http://example.com/my-page-url?id=1', title: 'My Page Title'<br class="mw_emptyline"> }<br class="mw_emptyline">}]);
page:url	no	string	window.location.href	The URL of the current page. This option is used for all subsequent events sent from the page.
page:title	no	string	document.title	The title of the current page (this title is used in the PageEntered event by default).
skipCategories	no	boolean	false	Do not include category information with server response to initial page request. This option can be used when a website does not need to use categories.	true
cookieExpires	no	number		Base expiration value is 3 years. With this option you are able to shift expiration, in seconds. Note, that this options does not overwrite expiration, it is shift it to base 3 years value.	Set expiration shifted to 17 seconds : "17", cookies will be set with 3 years + 17 seconds expiration time Set expiration to absolute value 60 seconds : "-94607940", which is -3*365*24*60*60+60 seconds
disableIntegrationAgent	no	boolean	false	Supported starting with version 8.5.100.17. Disables the possibility of communication between TrackerJS script and other browser windows. Note: InTools functionality will not work in this case.	true

My Video

Field	Description	Category	Set by
ANI	The Automatic Number Identification is the customer's phone number (or Caller ID).	Call Information	Designer
DNIS	The Dialed Number Identification Service is the phone number that the customer dialed.	Call Information	Designer
applicationName	The name of the application, as provided by the application Developer when Creating a new application.	Application Settings	Developer
applicationID	The unique internal ID that Designer has assigned to the application. Tip You can quickly view an application ID by mousing over the application link on the Applications page and checking the target URL that appears in the browser window. .	Application Settings	Designer
ApplicationType	The application type, as selected by the application developer when the application was created (see Creating a new application). The values are mapped to the application types as follows: application = Default eservices = Digital callback = Callback	Application Settings	Developer
applicationVersion	Optional custom version of the application to use for reporting purposes, as specified by the application developer on the General tab in the application settings.	Application Settings	Developer
ApplicationReportingTitle	Optional custom title of the application for reporting purposes, as specified by the application developer on the General tab in the application settings.	Application Settings	Developer
SessionID	The unique internal ID that Designer assigned to the session.	Session Information	Designer
InteractionID	The unique internal ID that Designer assigned to the interaction.	Session Information	Designer
InteractionCategory	The channel type that was used for the interaction. For example: voice, chat, or email.	Session Information	Designer
ConnectionID	Connection ID assigned to the interaction. For example: 016202fe11099003	Session Information	Designer
finalDisposition	Disposition code indicating the status of an interaction at the time it exited the application flow. For example, this value can indicate if the interaction was routed to an agent or if the customer hung up. Disposition codes can be enabled on the Finalize block/phase. For more information, see Disposition codes.	Session Information	Designer
LanguageName	The language that was set for the application when the interaction ended. Tip Note that Change Language blocks can be used to change the language at select points in an application flow. This value always reflects the last language that was set for the application when the interaction ended.	Session Information	Developer
@endtime	Timestamp of when the interaction ended. Example: 2017-03-08T01:56:26.085Z	Session Information	Designer
@timestamp	Timestamp of when the interaction started. Example: 2017-03-08T01:56:12.037Z	Session Information	Designer
duration	Duration of the total session, in milliseconds (ms). Tip To calculate the duration of blocks execution and exclude session wrap-up time, subtract the value of the operationalOverheadDuration field from this value.	Session Information	Designer
operationalOverheadDuration	Total amount of time, in milliseconds (ms), that the application was in an idle state. Typically, this occurs just before the session enters the Finalize phase.	Session Information	Designer
ssduration	Amount of time that the caller spent in the Self Service phase of the application (in milliseconds).	Session Information	Designer
ssstart	Timestamp of when the Self Service phase of the application started.	Session Information	Designer
ssend	Timestamp of when the Self Service phase of the interaction ended.	Session Information	Designer
asduration	Length of time that the interaction was in the Assisted Service phase.	Session Information	Designer
asstart	Timestamp of when the interaction entered the Assisted Service phase. Example: 2017-03-08T01:56:20.933Z	Session Information	Designer
asend	Timestamp of when the Assisted Service of the interaction ended.	Session Information	Designer
variables	List of all user and system variables that contain values.	Session Information	Designer
survey	List of all survey variables.	Session Information	Designer
calldata	List of all call data key-value pairs (KVPs). For more information, see the Call Data block page.	Session Information	Designer
callAbandonedBlock	If the caller hangs up, this field contains the ID of the block that was being processed when they disconnected.	Session Information	Designer
callEndState	Indicates that the call ended in the Assisted Service or Self Service phase.	Session Information	Designer
callEndParty	Indicates the party that ended the call (i.e. Application, Caller, or System).	Session Information	Designer
callEndReason	Indicates the reason that the call ended. For example, it might have been Routed to an Agent, Abandoned, or triggered a Business Controls condition, such as an Emergency flag, Business Hours exception, or Special Day, or the caller selected a Menu Option that ended the call.	Session Information	Designer
callEndType	Indicates the conditions under which the call was ended, i.e. Normal or Error.	Session Information	Designer
dtmfpath	The menu path (via DTMF keys pressed) that the caller took through the application.	Session Information	Designer
menucount	The number of Menu blocks the customer encountered during a session.	Session Information	Designer
inputcount	Total number of User Input blocks the customer encountered during a session.	Session Information	Designer
blockpath	An ordered list of the names of all blocks that were encountered throughout the interaction.	Session Information	Designer
blockidpath	An ordered list of IDs for all blocks that were encountered throughout the interaction. For more information about block IDs, see block ID on the Using Blocks page.	Session Information	Designer
blocks*	List containing detailed information about individual blocks that were encountered.	Session Information	Designer
inputs*	List containing detailed information about the input blocks that were encountered.	Session Information	Designer
externalrequests*	List containing detailed information about External Services blocks that were encountered.	Session Information	Designer
emergencieserrcount	Total number of emergency flag checks within a session.	Session Information	Designer
emergenciesextcount	Total number of external emergency flag checks within a session.	Session Information	Designer
extreqcount	Total number of external requests.	Session Information	Designer
extreqerrorcount	Total number of failed external requests.	Session Information	Designer
externalrequests*	List containing detailed information about External Services blocks that were encountered.	Session Information	Designer
milestones	List containing the system milestones that were encountered. Milestones indicate special points or transitions in the application, such as phases starting, phases ending, or an application terminating.	Session Information	Designer and Developer
usermilestonecount	Number of user-defined milestones that were hit.	Session Information	Designer
userMilestones*	Milestones that were defined in Milestone blocks or set in other blocks, such as Menu.	Session Information	Designer and Developer
userMilestonesPath	Names of all milestones that were hit.	Session Information	Designer
FinalUserMilestone	The last milestone in the milestones array at the end of the application session.	Session Information	Designer
LastMilestone	The most recent milestone that was encountered by the application.	Session Information	Designer
activities*	List of activities that were encountered in the interaction. Activities are defined in an Activity block or automatically captured when an interaction enters or exits a shared module.	Session Information	Developer
activitycount	Total number of activities that were referenced in the interaction.	Session Information	Designer
utcstart	Starting time of the interaction in Universal Coordinated Time (UTC). Example: 1454643744261	Session Information	Designer
SessionType	The type of session. For example: inbound	Session Information	Designer
Country	[TBD]
CountryName	Name of the country.	Session Information	Designer
Region	Name of the region.	Session Information	Designer
childIxns*	This field only applies to Digital type applications and contains a list of details about new "child" interactions that were created by the session. The details include information about the block that initiated the child interactions (i.e. blockid, blockname, and blocktype). It can also indicate if the child interaction was created by a busy treatment (isTreatment: Y).	Session Information	Designer
attributeslist	Object with each Key/Value pair (KVP) appearing as a property set to the KVP value.	Generic Attributes	Designer

Call information

• ANI

  The caller's phone number (or Caller ID).

• DNIS

  The phone number that the caller dialed.

Application settings

• applicationName

  Name of the application.

• applicationID

  Unique ID of the Designer application.

• ApplicationType

  The application type (i.e. application, ivrapplication, callback)

• applicationVersion

  Optional custom version for reporting, as specified in the application settings.

• ApplicationReportingTitle

  Optional custom title for reporting, as specified in the application settings.

Session information

• SessionID

  System-generated session ID.

• InteractionID

  System-generated unique ID of the interaction. This ID can be used to track an interaction across multiple application sessions (or multiple instances of the same application).

• InteractionCategory

  Channel type used for the interaction (i.e. voice, chat, or email).

• ConnectionID

  Connection ID of the interaction.

Application runtime

• finalDisposition

  Status of an interaction at the time it exited the application flow, such as whether it was routed to an agent or the caller hung up.

  • default — This code is used when no other disposition code is applicable. For example, it could indicate that a call was not routed, not terminated (by any party), and was likely still active when the session and/or application completed.
  • System Error — There was an unexpected error in the application (such as a script validation error).
  • Application Timeout — The application got stuck in a loop and reached the timeout limit.
  • Terminated - <reason> — The call was ended due to a certain condition, such as:
    • Terminate Call — the application reached a TerminateCall:Terminate Call block.
    • Business Hours — the call came in outside of regular business hours (if set up this way in the BusinessHrs:Business Hours block).
    • Special Days — the call came in on a special day (if set up this way in the SpecialDay:Special Day block).
    • Emergency — the emergency flag was set (if set up this way in the Emergency:Emergency block).
    • Menu Option — the caller chose a Menu:menu option to exit or end the call.
  • Abandoned in Self Service — The caller hung up before completing the Self Service phase of the application.
  • Abandoned in Queue — The caller completed the Self Service phase, but hung up while waiting to speak with an agent.
  • Completed in Self Service — The caller successfully completed their call in the Self Service phase, i.e. the application did not need to go to Assisted Service and went directly to Finalize. If the call ended in Self Service due to some other condition or event (such as the call being received outside of business hours or the customer hanging up), then the appropriate disposition code for that condition or event is used (Abandoned in Self Service, Terminated, etc.).
  • Routed to Agent — The interaction was successfully delivered to an agent.
  • Routed to DN — The call was successfully delivered to a direct number.
• LanguageName

  The language in which the interaction was conducted.

  @endtime

  Timestamp of when the interaction ended. Example: 2017-03-08T01:56:26.085Z

  @timestamp

  Timestamp of when the interaction started. Example: 2017-03-08T01:56:12.037Z

• duration

  Duration of the total session, in milliseconds (ms). Tip: To calculate the duration of blocks execution and exclude session wrap-up time, subtract the value of the operationalOverheadDuration field from this value.

• operationalOverheadDuration

  Total time that the application was in an idle state (typically, this occurs just before the session finalizes).

• ssduration

  Amount of time that the caller spent in the Self Service phase of the application (in milliseconds).

• ssstart

  Timestamp of when the Self Service phase of the application started.

• ssend

  Timestamp of when the Self Service (or IVR) portion of the interaction ended.

• asduration

  Length of time that the call was in the Assisted Service phase.

• asstart

  Timestamp of when the interaction entered the Assisted Service phase. Example: 2017-03-08T01:56:20.933Z

• asend

  Timestamp of when the Assisted Service (or IVR) phase of the interaction ended. If the interaction was routed, this value represents the time that the session exited the Self Service phase. Example: 2017-03-08T01:56:20.937Z

• variables

  List of all user and system variables that contain values.

• survey

  List of all survey variables.

• calldata

  List of all call data key/value pairs.

• callAbandonedBlock

  If the caller hangs up, the ID of the block being processed when they disconnected.

• callEndState

  used when a call is terminated: Assisted Service: Self Service

• callEndParty

  used when a call is terminated: Application: Caller : System

• callEndReason

  used when a call is terminated Routed to Agent : Abandoned : Emergency : Business Hours : Special Days : Menu Option

• callEndType

  used when a call is terminated Normal : Error (system)

• dtmfpath

  the menu path in DTMF keys that the caller took through the application

• menucount

  the number of menu blocks the caller hit

• inputcount

  the number of user input blocks the caller hit

• blockpath

  block names of all blocks that were encountered throughout the call, in order

• blockidpath

  block IDs of all blocks that were encountered throughout the call, in order

• blocks*

  list containing detailed information about individual blocks that were encountered, including*

  • name of block
  • unique ID of block
  • type of block
  • duration spent inside block
  • start timestamp
  • end timestamp
• inputs*

  list containing detailed information about input blocks that were encountered.

• externalrequests*

  list containing detailed information about external request blocks that were encountered.

• milestones

  list containing the system milestones that were encountered, such as phase starting/ending, shared module entering/exiting, application terminating

• userMilestones

  list containing the user milestones that were encountered

• activities*

  list containing the user activities that were encountered

• utcstart

  Start of call in UTC e.g. 1454643744261

• SessionType

  "inbound"

• Country
• CountryName
• Region
• childIxns*

  list containing details (inc. interactionid) about new interactions created by this session. Applicable to Digital applications. Value sample:

[ 
 { 
 "id"* "00032aCAUC3N0011", 
 "media"* "email", 
 "timestamp"* "2017-02-28T13*22*05.605Z", 
 "blockid"* "7", 
 "blockname"* "Chat Transcript", 
 "blocktype"* "chatTranscript" 
 } 
 ]

• where id & media are the created interaction identifier & media type. timestamp is the time at which the interaction creation confirmation was received by the session (e.g. msgbased.createmessage.done ). blockid , blockname , blocktype relate to the block that initiated the new interaction creation. The optional isTreatment boolean flag indicates (if true ) that the interaction was created as part of a busy treatment.

---

Topic

Forms and stuff

Intro

This is a simple test. Do not be alarmed.

Step

This is the only step that matters. Ignore everything else.

---

Tables

Audio Resources

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓	✓
Create	✓	✓
Delete	✓

Message Resources

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓
Create	✓
Delete	✓

Applications

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓
Create	✓
Delete	✓
Switch to last snapshot	✓		✓
Assign phone numbers	✓	✓	✓
Change block properties	✓

Shared Modules

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓
Create	✓
Delete	✓

Speech Grammars

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓
Create	✓
Delete	✓

Business Controls

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓	✓
Create	✓	✓
Delete	✓	✓

Blocks

Task	Designer Developer	Designer Business User	Designer Administrator	Designer Analytics
View	✓	✓	✓
Modify	✓	✓
Create	✓	✓
Delete	✓	✓

Landing test

What's New

New in 8.5.0

Release Notes

Important

Business Edition Premise does not have a standard Release Note. Please refer to the What's New, Known Issues, and Release Information sections on this page for details regarding this release.

420HD IP Phone RN

Documentation

Provider's Guide

Installing and configuring Business Edition Premise

Premise Guide

Maintaining and using Business Edition Premise

Genesys 420HD IP Phone User's Guide"> Genesys 420HD IP Phone User's Guide

Refer to this guide when using the Genesys 420HD IP Phone.

Genesys 420HD IP Phone Administrator's Guide"> Genesys 420HD IP Phone Administrator's Guide

Refer to this guide when administering the Genesys 420HD IP Phone

Genesys 420HD IP Phone Quick Guide"> Genesys 420HD IP Phone Quick Guide

Use this guide to quickly get started with the Genesys 420HD IP Phone

Genesys 420HD IP Phone Quick Guide - German"> Genesys 420HD IP Phone Quick Guide - German

Use this guide to quickly get started with the Genesys 420HD IP Phone - German Edition

Genesys 420HD SIP Server Configuration Guide"> Genesys 420HD SIP Server Configuration Guide

Use this guide to configure Genesys 420HD IP Phone for Genesys SIP Server

Business Edition Premise Routing Guide"> Business Edition Premise Routing Guide

Learn more about how the BEP routing strategies work and how to configure them for your business needs.

International

See locale tabs in Known Issues

Known Issues

Business Edition Premise Known Issues

Useful Topics

Business Edition Premise FAQ

Requesting licenses

Business Edition Premise 8.5 Release Information

Click below to see New in This Release and Readme information for 8.5 releases.

[+] Show release information

New in 8.5.x Releases

[+] New in Release 8.5.0

The following new features were added in the 8.5.0 release:

Introduced in 8.5.001

The following new features were added in the 8.5.001 release:

• eServices deployment is streamlined to only include features that are specific to BEP.
• Genesys Composer is now installed on the core VM.

  Note: Localized versions of Composer are not available.

Localization Support

Business Edition Premise supports the following localizations:

• English: 8.5.001.01
• French (France): 8.5.001.01
• Spanish (Mexico): 8.5.001.01
• Portuguese (Brazilian): 8.5.001.00
• German (Germany): 8.5.001.00

Introduced in 8.5.000

The following new features were added in the 8.5.000 release:

• Business Edition Premise is now installed as a series of three virtual machines (VMs).
• Business Edition Premise now includes Genesys Widgets for testing BEP Chat deployments.
  

  Note: The Widgets included with BEP are only applicable to BEP Chat installations and deployments. It is prohibited to use the Widgets for non-Chat applications or in non-BEP deployments. To request the restricted Widgets CD and product documents, please contact your Genesys Account Manager or Channel Manager to submit a non-revenue order (NRO). Information about how to access the Widgets is available in the Release Note that is included with the Widgets CD.

• The hardware specifications for the Business Edition Premise server (Dell R430) are updated.
• In addition, the following platforms are supported:
  • Microsoft Windows 2012
  • Microsoft SQL Server 2012
  • VMWare ESXi 6.0

Localization Support

Business Edition Premise supports the following localizations:

• English: 8.5.000.05

Business Edition Premise 8.5.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2013–2016 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions.

• This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

• This product includes software developed by the Eclipse Foundation (http://www.eclipse.org/jetty/). The UnixCrypt java code implements the one-way cryptography used by Unix systems for simple password protection. © 1996 Aki Yoshida, modified April 2001 by Iris Van den Broeke, Daniel Deville.

• NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Release Notes

BEP 8.1 Release Information

420HD IP Phone RN

Documentation

Provider's Guide

Installing and configuring Business Edition Premise

Premise Guide

Maintaining and using Business Edition Premise

Genesys 420HD IP Phone User's Guide"> Genesys 420HD IP Phone User's Guide

Refer to this guide when using the Genesys 420HD IP Phone.

Genesys 420HD IP Phone Administrator's Guide"> Genesys 420HD IP Phone Administrator's Guide

Refer to this guide when administering the Genesys 420HD IP Phone

Genesys 420HD IP Phone Quick Guide"> Genesys 420HD IP Phone Quick Guide

Use this guide to quickly get started with the Genesys 420HD IP Phone

Genesys 420HD IP Phone Quick Guide - German"> Genesys 420HD IP Phone Quick Guide - German

Use this guide to quickly get started with the Genesys 420HD IP Phone - German Edition

Genesys 420HD SIP Server Configuration Guide"> Genesys 420HD SIP Server Configuration Guide

Use this guide to configure Genesys 420HD IP Phone for Genesys SIP Server

Business Edition Premise Routing Guide"> Business Edition Premise Routing Guide

Learn more about how the BEP routing strategies work and how to configure them for your business needs.

International

See locale tabs in Known Issues

Known Issues

Business Edition Premise Known Issues

Useful Topics

Business Edition Premise FAQ

Requesting licenses

Business Edition Premise Routing Guide"> Business Edition Premise Routing Guide

Business Edition Premise 8.1 Release Information

Click below to see New in This Release and Readme information for 8.1 releases.

[+] Show release information

New in 8.1.x Releases

[+] New in Release 8.1.201

The following new features were added in the 8.1.201 release:

• Business Edition Premise is now installed only as a single virtual machine (VM).

• Localization support — Business Edition Premise supports the following localizations:
  • English: 8.1.201.07
  • German: 8.1.201.07
  • French (France): 8.1.201.07
  • French (Canada): 8.1.201.07
  • Spanish (Latin American): 8.1.201.07
  • Portuguese (Brazilian): 8.1.201.07
  • Japanese: 8.1.201.07
  • Chinese (Simplified): 8.1.201.07

[+] New in Release 8.1.2

The following new features were added in the 8.1.2 release:

• Business Edition Premise can now be installed onto a single virtual machine (VM).
• Business Edition Premise now has improved support for contact centers of 50 agents or less.

• Localization support — Business Edition Premise supports the following localizations:
  • English: 8.1.200.07

[+] New in Release 8.1.102

The following new features were added in the 8.1.102 release:

• Business Edition Premise now provides optional Chat and Outbound routing solutions.
• Localization support - Business Edition Premise supports the following localizations:
  • English: 8.1.102.07

[+] New in Release 8.1.101

The following new features were added in the 8.1.101 release:

• Business Edition Premise now provides an all-in-one packaging of Genesys technology pre-installed onto a single server. It includes a SIP inbound solution for up to 300 agents, plus email management as an included premium option.
• Localization support - Business Edition Premise supports the following localizations:
  • English: 8.1.101.22
  • French: 8.1.101.22
  • German: 8.1.101.22
  • Spanish: 8.1.101.22
  • Portuguese: 8.1.101.22
  • Japanese: 8.1.101.22
  • Chinese: 8.1.101.22

Business Edition Premise 8.1.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2013–2015 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

• This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

• This product includes software developed by the Eclipse Foundation (http://www.eclipse.org/jetty/). The UnixCrypt java code implements the one-way cryptography used by Unix systems for simple password protection. © 1996 Aki Yoshida, modified April 2001 by Iris Van den Broeke, Daniel Deville.

• NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Documentation

Provider's Guide

Installing and configuring Business Edition Premise

Premise Guide

Maintaining and using Business Edition Premise

Genesys 420HD IP Phone User's Guide"> Genesys 420HD IP Phone User's Guide

Refer to this guide when using the Genesys 420HD IP Phone.

Genesys 420HD IP Phone Administrator's Guide"> Genesys 420HD IP Phone Administrator's Guide

Refer to this guide when administering the Genesys 420HD IP Phone

Genesys 420HD IP Phone Quick Guide"> Genesys 420HD IP Phone Quick Guide

Use this guide to quickly get started with the Genesys 420HD IP Phone

Genesys 420HD SIP Server Configuration Guide"> Genesys 420HD SIP Server Configuration Guide

Use this guide to configure Genesys 420HD IP Phone for Genesys SIP Server

Known Issues

Business Edition Premise 8.1.102 known issues

Business Edition Premise 8.1.101 known issues

Useful Topics

Business Edition Premise FAQ

Requesting licenses

Business Edition Premise 8.1 Release Information

Click below to see New in This Release and Readme information for 8.1 releases.

[+] Show release information

New in 8.1.x Releases

[+] New in Release 8.1.201

The following new features were added in the 8.1.201 release:

• Business Edition Premise is now installed only as a single virtual machine (VM).

• Localization support — Business Edition Premise supports the following localizations:
  • English: 8.1.201.07
  • German: 8.1.201.07
  • French (France): 8.1.201.07
  • French (Canada): 8.1.201.07
  • Spanish (Latin American): 8.1.201.07
  • Portuguese (Brazilian): 8.1.201.07
  • Japanese: 8.1.201.07
  • Chinese (Simplified): 8.1.201.07

[+] New in Release 8.1.2

The following new features were added in the 8.1.2 release:

• Business Edition Premise can now be installed onto a single virtual machine (VM).
• Business Edition Premise now has improved support for contact centers of 50 agents or less.

• Localization support — Business Edition Premise supports the following localizations:
  • English: 8.1.200.07

[+] New in Release 8.1.102

The following new features were added in the 8.1.102 release:

• Business Edition Premise now provides optional Chat and Outbound routing solutions.
• Localization support - Business Edition Premise supports the following localizations:
  • English: 8.1.102.07

[+] New in Release 8.1.101

The following new features were added in the 8.1.101 release:

• Business Edition Premise now provides an all-in-one packaging of Genesys technology pre-installed onto a single server. It includes a SIP inbound solution for up to 300 agents, plus email management as an included premium option.
• Localization support - Business Edition Premise supports the following localizations:
  • English: 8.1.101.22
  • French: 8.1.101.22
  • German: 8.1.101.22
  • Spanish: 8.1.101.22
  • Portuguese: 8.1.101.22
  • Japanese: 8.1.101.22
  • Chinese: 8.1.101.22

Business Edition Premise 8.1.x Readme

[+] Additional Resources

Genesys Customer Care links:

• Genesys Care Support Guide for On-Premises
• Genesys Customer Care website

Licensing:

• Genesys Licensing Guide
• Licensing section of the Genesys Migration Guide

Information on supported hardware and third-party software is here:

• Supported Operating Environment Reference
• Genesys Supported Media Interfaces Guide
• Genesys Interoperability Guide

[+] Read the Legal Notices

Copyright

All Genesys software is © Copyright 2013–2015 Genesys Cloud Services, Inc. All rights reserved.

Complete information about Genesys proprietary intellectual property, including copyrights, can be found here.

Trademarks

Genesys and the Genesys logo are registered trademarks of Genesys Cloud Services, Inc. in the U.S.A. and other countries. Complete information about Genesys proprietary intellectual property, including all trademarks, can be found here.

All other trademarks are the property of their respective owners.

Third Party Software

Genesys follows applicable third-party redistribution policies to the extent that Genesys solutions utilize third-party functionality. Please contact your customer care representative if you have any questions. The following list describes specific third-party code and functionality for this product:

• This product includes software developed by the Apache Software Foundation (http://www.apache.org/).

• This product includes software developed by the Eclipse Foundation (http://www.eclipse.org/jetty/). The UnixCrypt java code implements the one-way cryptography used by Unix systems for simple password protection. © 1996 Aki Yoshida, modified April 2001 by Iris Van den Broeke, Daniel Deville.

• NOTICE OF RESTRICTED RIGHTS FOR ORACLE PRODUCTS LICENSED TO THE US GOVERNMENT Oracle Programs delivered to the United States government subject to the DOD FAR Supplement are 'commercial computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the licensing restrictions set forth in the applicable license agreement therefor. Otherwise, Oracle programs delivered subject to the Federal Acquisition Regulations are 'restricted computer software' and use, duplication, and disclosure of the programs, including documentation, shall be subject to the restrictions in FAR 52.227-19, Commercial Computer Software-Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA 94065.

Documentation for Genesys One 8.1.0

Warning: This documentation applies only to Genesys One 8.1.0, and does not apply to Business Edition Premise 8.1.1.

If you are installing or using Business Edition Premise 8.1.1, see the Business Edition Premise 8.1.1 documentation set.

The documentation listed below applies only to Genesys One 8.1.0 systems sold during 2013. If you use the documentation to configure or manage a Business Edition Premise system, you may receive unexpected results.

If you have questions or concerns, please contact Business Edition Premise Product Management.

Genesys One 8.1.0 Deployment Guide

Genesys One 8.1.0 Routing Applications Guide

Genesys Routing Apps - Inbound Voice Release Note

Genesys Routing Apps - Email Release Note

Genesys One Read Me

For other Genesys One documentation, contact your Genesys representative.

Working with resources in Configuration Manager

The following are operations that apply to most resources, regardless of type. Where these operations differ for particular types, the alternate method is specified in the type-specific section later in this Help file. Additional operations are also described in the type-specific sections.

View your resources

When you select a resource type in Configuration Manager, a list of configured resources of that type is displayed. If any of your existing resources are in folders, navigate through those folders the same as you would in a normal file browser, such as in Microsoft Windows Explorer.

The following table describes the options available to you to view the resource list and the resources in it:

[+] Show viewing options

To ...	Do this
Filter the contents of this list ...	Click Show Quick Filter and type the name or partial name of a resource in a Quick Filter field.
Group resources by various criteria ...	Click Group By to group resources by various criteria.
Select which columns (properties) to display in the list ...	Click Column Picker.
Sort the items in the list by the values in any column ...	Click in the header of the desired column. Click in the column header again to reverse the sort order.
Refresh the list if, for example, time-sensitive information is displayed ...	Select Refresh Table from the More menu.
Select some or all of the resources in the list ...	Do one of the following : Select or clear the checkbox in the first column next to the resource's name to select or deselect just that resource. This is in addition to any other resource you may have already selected. Click Select and do one of the following: Click Select > All/None to select/deselect all of the resources in the list. This overrides any individual selections you may have already made. Tip If you want to select or deselect most of the resources in the list, select or deselect all the resources, then deselect/select just those resources that are not to be included. Depending on the number of resources in the list, this might be a lot faster than selecting/deselecting individual resources. Click Select > Folders or Persons to select all of the folders or Persons in the list. These additional options appear only when there is more than one folder in the list.
View the properties of a resource ...	Click the name of the resource.

Important

Resources that are disabled appear grayed-out in the list.

Remove (delete) a resource

Select the resources to be removed and click Delete.

Important

When you remove, or delete a resource, it is completely removed from the Configuration Database. If you want to use it again, you must create it from scratch all over again.

Enable or disable a resource

In the list of resources, select the resource you want to enable or disable. From the More menu, select Enable or Disable.

Important

When you disable a resource, it is only removed from the flow of operations; it is not removed from the Configuration Database. If you want to use it again, you just have to enable it.

Move a resource

In the list of resources, select the resource you want to move. From the More menu, select Move To, and specify the new location.