System/GenEngagecloudsysrqmt - Revision history

WikiSysop at 08:15, July 21, 2022

2022-07-21T08:15:45Z

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:55Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:01Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Joe.mcmonagle@genesys.com: Published

2021-03-11T16:49:09Z

Published

Joe.mcmonagle@genesys.com: Published

2021-02-19T18:59:15Z

Published

New page

{{ArticleSimplified
|DisplayName=Genesys Engage cloud system requirements
|Context=Learn about the requirements for hardware and software.
|urlname=GenEngagecloudsysrqmt
|product=Draft:System
|Standalone=Yes
|TocName=Genesys Engage cloud system requirements
}}
==System Requirements==

*4 GB RAM minimum (8 GB RAM recommended)
*5 GB of available disk space (minimum when using the Screen Recording Client; more may be required depending on Screen Recording configuration)
*Dual-core processor, 2 GHz CPU
* 32-bit or 64-bit operating system (64-bit required for hybrid services from Genesys Cloud)
* For desktop apps – Genesys Softphone and Screen Recording Client
** Windows – 7, 8, and 10
** macOS 10.15 (Softphone only)
* For web-based apps
** Any desktop operating system, like Linux and Chrome, that meet the other system requirements and can install a supported web browser.
* JavaScript must be enabled
* Screen resolution: 1024 x 768 minimum (primarily a requirement for Genesys Engage cloud WFM)

{{NoteFormat|
*There are no drivers, applets or any other downloads that need to be made to the PC, with the exception of the Genesys Softphone and Screen Recording Client.
*Genesys recommends against multiple simultaneous logins to the same Genesys Engage cloud account. For example, the same account logged in to multiple tabs or browsers will cause an inconsistent user experience.
*Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Engage cloud. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
*For Genesys Engage cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation.
}}

==Web Browsers support==

===Full Support===

*Microsoft Edge Chromium — Requires current release.
*Chrome: Requires current release or one version previous.
*Firefox: Requires current release, one version previous, current [https://www.mozilla.org/en-US/firefox/enterprise/ ESR] release, or transitional ESR release.
**Genesys supports the transitional ESR release only during the time period in which the new ESR release is tested and certified. For more information, see [https://support.mozilla.org/en-US/kb/firefox-esr-release-cycle Firefox ESR release cycle].
**Firefox scripts may not load unless AdBlocker or AdBlockPlus are disabled.

{{NoteFormat|Firefox and Chrome update themselves automatically. Versions of Firefox and Chrome are only an issue if the customer’s IT department restricts automatic updates.|}}

===Limited support===

*Microsoft Edge (Legacy) — Requires current release.
**Limitation: WebRTC not supported.
*Internet Explorer — version. Supported for AWS users; required for Workforce Engagement Management (WEM).
**Limitation: WebRTC not supported.

==Virtual Desktop Infrastructure (VDI) support==
For best results, Genesys recommends that customers using VDI have an optimized telephony configuration – either physical phones or the Genesys Softphone (only with Citrix VDI using Windows or specific eLux Linux clients). Customers can choose to use WebRTC (with any VDI environment) or Genesys Softphone (on non-optimized VDI environments); however, successful use requires tuning and additional testing at scale by your VDI provider.

===Screen recording===
Genesys Engage cloud screen recording technology can work in a VDI environment with the proper VDI configuration. Therefore, successful use of screen recording requires tuning and additional testing at scale by your VDI provider.

==Supported hard and softphones==
*Genesys: 420HD, Genesys Softphone
*AudioCodes: 420HD, 430HD, 440HD
*Polycom: SPIP_321, SPIP_331, SPIP_335, SPIP_450, SPIP_550, SPIP_560, SPIP_650, SPIP_670, VVX_300, VVX_310, VVX_400, VVX_410, VVX_500, VVX_600, VVX_1500
*Yealink: SIP-T19P, SIP-T20P, SIP-T21P, SIP-T22P, SIP-T26P, SIP-T28P
{{Section
|sectionHeading=Bandwidth requirements
|alignment=Vertical
|structuredtext=Table copied existing Genesys Engage cloud requirements page.
{{{!}} class="wikitable" style="height: 381px;" width="834" data-mce-style="height: 381px;"
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Traffic 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Bandwidth 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Transport Via 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}When 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Voice (SIP/RTP) 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}100 kbps G.711, (40 kbps G.729) 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}Per call 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}LDAP 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Negligible 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}Per use logon 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Web Service 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Typically low 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS or Internet (HTTPS) 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}Varies based on the application 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Desktop/CTI 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}16 kbps 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS or Internet (HTTPS) 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}Per call 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Screen Recording 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}350 kbps two screens 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS or Internet (HTTPS) 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}Per recorded call/screen 
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Call playback
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}50 kbps
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Internet (HTTPS)
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}User initiated
{{!}}-
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Report download 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}Varies 
{{!}} style="width: 179.813px;" data-mce-style="width: 179.813px;"{{!}}MPLS or Internet (HTTPS) 
{{!}} style="width: 244.813px;" data-mce-style="width: 244.813px;"{{!}}User initiated or can be scheduled (sFTP) 
{{!}}}
|Status=No
}}

@@ Line 13: / Line 13: @@
 *Dual-core processor, 2 GHz CPU
 *32-bit or 64-bit operating system (64-bit required for hybrid services from Genesys Cloud CX)
-*For desktop apps – Genesys Softphone and Screen Recording Client
+*For desktop apps – Genesys Softphone
-**Windows – 7, 8, and 10
+**Windows – 10 and 11
-**macOS 10.15  (Softphone only)
+**macOS 11.2
 *For web-based apps
 **Any desktop operating system, like Linux and Chrome, that meet the other system requirements and can install a supported web browser.
@@ Line 43: / Line 45: @@
 *Microsoft Edge (Legacy) — Requires current release.
-**Limitation: WebRTC not supported.
+{{NoteFormat|To run WFM Web for supervisors, do either of the following:
-*Internet Explorer — 11. Supported for AWS users; required for Workforce Engagement Management (WEM).
+*Configure Microsoft Edge to run in IE mode. For more information on the Microsoft Edge functionality, refer to this page - https://docs.microsoft.com/en-us/deployedge/edge-ie-mode
-**Limitation: WebRTC not supported.
+*To use Google Chrome or any other supported browser, configure WFM to run Java Plug-In in the Java Web Start or UI Launcher mode. Refer to the topic WFM UI Launcher supports Java Plug-ins on this {{Link-AnywhereElse|product=PEC-WFM|version=Current|manual=Supervisor|topic=About|display text=page}} to learn more about the steps involved.|}}
 ==Virtual Desktop Infrastructure (VDI) support==

@@ Line 12: / Line 12: @@
 *5 GB of available disk space (minimum when using the Screen Recording Client; more may be required depending on Screen Recording configuration)
 *Dual-core processor, 2 GHz CPU
-*32-bit or 64-bit operating system (64-bit required for hybrid services from Genesys Cloud)
+*32-bit or 64-bit operating system (64-bit required for hybrid services from Genesys Cloud CX)
 *For desktop apps – Genesys Softphone and Screen Recording Client
 **Windows – 7, 8, and 10

@@ Line 1: / Line 1: @@
 {{ArticleSimplified
-|DisplayName=Genesys Engage cloud system requirements
+|DisplayName=Genesys Multicloud CX system requirements
 |Context=Learn about the requirements for hardware and software.
 |urlname=GenEngagecloudsysrqmt
 |product=Draft:System
 |Standalone=Yes
-|TocName=Genesys Engage cloud system requirements
+|TocName=Genesys Multicloud CX system requirements
 }}
 ==System Requirements==
@@ Line 19: / Line 19: @@
 **Any desktop operating system, like Linux and Chrome, that meet the other system requirements and can install a supported web browser.
 *JavaScript must be enabled
-*Screen resolution: 1024 x 768 minimum (primarily a requirement for Genesys Engage cloud WFM)
+*Screen resolution: 1024 x 768 minimum (primarily a requirement for Genesys Multicloud CX WFM)
 {{NoteFormat|
 *There are no drivers, applets or any other downloads that need to be made to the PC, with the exception of the Genesys Softphone and Screen Recording Client.
-*Genesys recommends against multiple simultaneous logins to the same Genesys Engage cloud account. For example, the same account logged in to multiple tabs or browsers will cause an inconsistent user experience.
+*Genesys recommends against multiple simultaneous logins to the same Genesys Multicloud CX account. For example, the same account logged in to multiple tabs or browsers will cause an inconsistent user experience.
-*Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Engage cloud. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
+*Genesys recommends that PCs exceed the minimum system requirements when WebRTC voice, video, or third-party, resource-intensive software is used. For example, third-party applications can be more resource-intensive than Genesys Multicloud CX. Since the type and number of additional applications in any machine is different, Genesys cannot provide specific guidance. The best approach is experimentation with the desired agent configuration to ensure that the machine has enough CPU, memory, and networking to support all applications comfortably.
-*For Genesys Engage cloud embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation.
+*For Genesys Multicloud CX embedded clients, the minimum system requirements are based on the host or browser running the client, and vary based on the implementation.
 }}
@@ Line 51: / Line 51: @@
 ===Screen recording===
-Genesys Engage cloud screen recording technology can work in a VDI environment with the proper VDI configuration. Therefore, successful use of screen recording requires tuning and additional testing at scale by your VDI provider.
+Genesys Multicloud CX screen recording technology can work in a VDI environment with the proper VDI configuration. Therefore, successful use of screen recording requires tuning and additional testing at scale by your VDI provider.
 ==Supported hard and softphones==
@@ Line 62: / Line 62: @@
 |sectionHeading=Bandwidth requirements
 |alignment=Vertical
-|structuredtext=Table copied existing Genesys Engage cloud requirements page.
+|structuredtext=Table copied existing Genesys Multicloud CX requirements page.
 {{{!}} class="wikitable" style="height: 381px;" width="834" data-mce-style="height: 381px;"
 {{!}}-
@@ Line 109: / Line 109: @@
 <!---==Languages support==--->
-<!---Genesys Engage cloud supports the following languages:--->
+<!---Genesys Multicloud CX supports the following languages:--->
 <!---*Need official word--->