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It is Genesys' experience that nearly all problems can be resolved in this manner. This approach simplifies the customer's network security procedures and eliminates any potential risks when remotely accessing the network.

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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. Please email this information at least one week in advance of your planned changes to Customer Care (Example: John Smith, mobile +12, email List any open Cases related to this migration Provide names and contact methods for those who will be doing the migration.

Details of your environment, including versions: operating system, switch, DBMS.

What are you migrating to? (software and version).

What are you migrating from? (software and version).

When will you be conducting the migration (dates and times).

Please provide us with the following information:

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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.

Planned Major Changes in Your Genesys Environment

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Your Genesys Sales Representative, who can arrange for Genesys Professional Services to assistĪnticipated license file changes or additions Your Genesys Sales Representative or Sales EngineerĬontact center architecture and design questions Issues with custom software developed by a third-party systems integrator 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. The appropriate product vendor (Examples: switches and IVRs). Problems with products or applications not produced by Genesys

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Your internal programming experts (Example: how to define object properties in Visual Basic.) Problems with general software programming not specific to Genesys Questions about Genesys Education Services or Professional Services Genesys software upgrades not related to a specific problem that has been reported to Customer Care Instead, the issue should be raised with the suggested contact for each type of issue.

You have problems logging into My Support or accessing My Support functionality.Ĭustomer Care cannot help you with the types of issues described in the following chart.

You have account management questions or changes regarding your Genesys account.

For more information, see Planned Major Changes in Your Genesys Environment.

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.

You have product change or enhancement requests.

You have post-sale technical questions about the operation of supported Genesys products.

You have a problem with licenses that requires immediate attention in order to ensure that a production environment remains operational.

You have a problem with the operation of Genesys products in a production or development environment.

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.Ĭontact Customer Care in the following situations:

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