UseCases/Current/GenesysCloud/OP01 - Revision history

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

2021-11-09T21:27:58Z

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

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-11-10T16:10:02Z

UCC: Acrolinx Updates

Shlandy93 at 17:07, October 12, 2020

2020-10-12T17:07:36Z

Shlandy93 at 12:42, October 12, 2020

2020-10-12T12:42:06Z

Shlandy93 at 15:25, October 9, 2020

2020-10-09T15:25:53Z

Shlandy93 at 13:17, August 11, 2020

2020-08-11T13:17:45Z

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:45Z

Text replacement - "PureCloud" to "Genesys Cloud"

WikiSysop: Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

2020-07-15T11:34:48Z

Text replacement - "\|Offering?=([^\|]*)PureCloud" to "|Offering=$1GenesysCloud"

WikiSysop: WikiSysop moved page UseCases/Current/PureCloud/OP01 to UseCases/Current/GenesysCloud/OP01: Text replacement - "PureCloud" to "GenesysCloud"

2020-07-15T11:30:53Z

WikiSysop moved page UseCases/Current/PureCloud/OP01 to UseCases/Current/GenesysCloud/OP01: Text replacement - "PureCloud" to "GenesysCloud"

Shlandy93 at 15:42, March 10, 2020

2020-03-10T15:42:29Z

@@ Line 5: / Line 5: @@
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs
-|UCBenefit=A single, all-in-one platform approach enables you to better control communications while reducing costs. The Genesys Cloud solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one. Wizard-driven DIY administration eases time and effort to set up and manage.
+|UCBenefit=A single, all-in-one platform approach enables you to better control communications while reducing costs. The Genesys Cloud CX solution centralizes omnichannel processing, system configuration, administration, and reporting, while also consolidating multiple vendors to one. Wizard-driven DIY administration eases time and effort to set up and manage.
 }}{{SMART Benefits
 |UCBenefitID=Reduced Deployment Costs
@@ Line 36: / Line 36: @@
 *Multilingual support
-This complete functionality is built into the Genesys Cloud Communicate license, available as low as $19.99 per user per month (with annual prepay). Genesys Cloud Communicate complements the contact center sales: lead with contact center and evaluate back-office opportunity for business users.
+This complete functionality is built into the Genesys Cloud CX Communicate license, available as low as $19.99 per user per month (with annual prepay). Genesys Cloud CX Communicate complements the contact center sales: lead with contact center and evaluate back-office opportunity for business users.
 |PainPoints=*The customer's current enterprise PBX is no longer under warranty.
@@ Line 76: / Line 76: @@
 #The ACD user can still reach Business users in the field via mobile device.
-The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud user they want to reach.
+The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud CX user they want to reach.
-#Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
+#Customer contacts a Genesys Cloud CX user that does not have a DID (or they do not know the DID).
-#Customer calls the main IVR no. and says the name of the Genesys Cloud user they want to reach.
+#Customer calls the main IVR no. and says the name of the Genesys Cloud CX user they want to reach.
-#The system automatically connects the caller to the Genesys Cloud user.
+#The system automatically connects the caller to the Genesys Cloud CX user.
 #Notes:"https://help.mypurecloud.com/articles/enable-company-directory-support-menus/"
 }}{{SMART BusinessImageFlow
@@ Line 119: / Line 119: @@
 #ACD user can still reach business users in the field via mobile device.
-The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud user they want to reach.
+The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud CX user they want to reach.
-#Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
+#Customer contacts a Genesys Cloud CX user that does not have a DID (or they do not know the DID).
-#Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
+#Customer calls the main IVR # and says the name of the Genesys Cloud CX user they want to reach.
-#The system automatically connects the caller to the Genesys Cloud user.
+#The system automatically connects the caller to the Genesys Cloud CX user.
 #Notes: https://help.mypurecloud.com/articles/enable-company-directory-support-menus/.
 |CustomerInterfaceRequirements=There is no applicable content.
-|AgentDeskRequirements=See the Genesys Cloud Installation and Configuration Guide: [https://help.mypurecloud.com/articles/purecloud-apps/ https://help.mypurecloud.com/articles/purecloud-apps/.]
+|AgentDeskRequirements=See the Genesys Cloud CX Installation and Configuration Guide: [https://help.mypurecloud.com/articles/purecloud-apps/ https://help.mypurecloud.com/articles/purecloud-apps/.]
 '''Web app'''
-Access your Genesys Cloud account from almost any computer with the web app. Use a web browser, such as Chrome or Firefox, to log on to Genesys Cloud without downloading an app.
+Access your Genesys Cloud CX account from almost any computer with the web app. Use a web browser, such as Chrome or Firefox, to log on to Genesys Cloud CX without downloading an app.
 '''Mobile apps'''
@@ Line 138: / Line 138: @@
 '''Desktop app'''
-Keep Genesys Cloud separate from your browser and other work with the desktop app. The desktop app allows you to open Genesys Cloud automatically at startup and run it in the background. Download the desktop app for Windows or Mac.
+Keep Genesys Cloud CX separate from your browser and other work with the desktop app. The desktop app allows you to open Genesys Cloud CX automatically at startup and run it in the background. Download the desktop app for Windows or Mac.
-|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud change rapidly. See the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud historical and real-time views that provide relevant insights:
+|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud CX change rapidly. See the Genesys Cloud CX Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud CX historical and real-time views that provide relevant insights:
 Business User Reporting
@@ Line 145: / Line 145: @@
 *Interactions. The Interactions view provides detailed information on both historical and real-time interactions.
-*Call Detail Reporting (if leveraging voice from Genesys Telecom). This report tracks your organization’s consumption of Genesys Cloud Voice services, including information about call origin and destination, and the type of call.
+*Call Detail Reporting (if leveraging voice from Genesys Telecom). This report tracks your organization’s consumption of Genesys Cloud CX Voice services, including information about call origin and destination, and the type of call.
 Contact Center Reporting
@@ Line 161: / Line 161: @@
 *Reports
-*Genesys Cloud has a full library of canned reports available in .pdf and .xlsx formats.
+*Genesys Cloud CX has a full library of canned reports available in .pdf and .xlsx formats.
 *Supervisors can filter these reports by dates, users, queues, and more.
-*Supervisors can download reports from the Genesys Cloud user interface.
+*Supervisors can download reports from the Genesys Cloud CX user interface.
 *Supervisors can schedule reports to run and download in batch.
@@ Line 182: / Line 182: @@
 |HistoricalReporting=There is no applicable content.
 |DocVersion=V 1.0.1
-|GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
+|GeneralAssumptions=*The customer is an existing Genesys Cloud CX customer.
-*Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]
+*Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud CX/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud CX]
 |CustomerAssumptions=There is no applicable content.
 |Optional=OP04
@@ Line 190: / Line 190: @@
 }}
 |SMART_CloudAssumptions={{SMART CloudAssumptions
-|Cloud_Assumption=The customer is an existing Genesys Cloud customer.
+|Cloud_Assumption=The customer is an existing Genesys Cloud CX customer.
 }}
 }}

@@ Line 60: / Line 60: @@
 ##If the business user has find-me/follow-me configured, the call routes to the configured forward number.
 ##If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voicemail.
-#Unified communications provides notification of pending voicemail.
+#Unified communications provide notification of pending voicemail.
 ACD user connects to Business user via chat.
@@ Line 139: / Line 139: @@
 Keep Genesys Cloud separate from your browser and other work with the desktop app. The desktop app allows you to open Genesys Cloud automatically at startup and run it in the background. Download the desktop app for Windows or Mac.
-|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud change rapidly. Please see the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud historical and real-time views that provide relevant insights:
+|RealTimeReporting=Due to the continuous evolution, the features available in Genesys Cloud change rapidly. See the Genesys Cloud Resource Center for latest features at http://help.mypurecloud.com. The following are examples of Genesys Cloud historical and real-time views that provide relevant insights:
 Business User Reporting
@@ Line 155: / Line 155: @@
 *Queue
-*A number of views provide insight into both real-time and historical queue activity.
+*Various views provide insight into both real-time and historical queue activity.
 *The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
@@ Line 161: / Line 161: @@
 *Reports
-*Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
+*Genesys Cloud has a full library of canned reports available in .pdf and .xlsx formats.
 *Supervisors can filter these reports by dates, users, queues, and more.
@@ Line 181: / Line 181: @@
 *Campaigns
 |HistoricalReporting=There is no applicable content.
-|DocVersion=Ver 1.0.1
+|DocVersion=V 1.0.1
 |GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
 *Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]

@@ Line 94: / Line 94: @@
 . The ACD user performs a warm-transfer to the subject matter expert.
 }}
-|BusinessLogic=N/A
+|BusinessLogic=There is no applicable content.
 |DistributionLogic=An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.
@@ Line 125: / Line 125: @@
 #The system automatically connects the caller to the Genesys Cloud user.
 #Notes: https://help.mypurecloud.com/articles/enable-company-directory-support-menus/.
-|CustomerInterfaceRequirements=N/A
+|CustomerInterfaceRequirements=There is no applicable content.
 |AgentDeskRequirements=See the Genesys Cloud Installation and Configuration Guide: [https://help.mypurecloud.com/articles/purecloud-apps/ https://help.mypurecloud.com/articles/purecloud-apps/.]
@@ Line 180: / Line 180: @@
 *Campaigns
-|HistoricalReporting=N/A
+|HistoricalReporting=There is no applicable content.
 |GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
 *Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]
-|CustomerAssumptions=N/A
+|CustomerAssumptions=There is no applicable content.
 |Optional=OP04
 |SMART_PremiseAssumptions={{SMART PremiseAssumptions
@@ Line 191: / Line 192: @@
 |Cloud_Assumption=The customer is an existing Genesys Cloud customer.
 }}
 }}

@@ Line 8: / Line 8: @@
 }}{{SMART Benefits
 |UCBenefitID=Reduced Deployment Costs
-|UCBenefit=The cloud platform provides fast deployment and provisioning through the ability to auto-sync users from your HR record system, and cost-saving WebRTC softphones vs. expensive hardphones.  Continuous deployment enables fixes and features to be rapidly and automatically delivered—without a heavy upgrade process or downtime.  A scalable cloud architecture enables simple, straightforward, and cost-effective pricing. Instantly deploy new users as needed, when needed – wherever they’re located. The reliable, integrated application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.
+|UCBenefit=The cloud platform provides fast deployment and provisioning through the ability to auto-sync users from your HR record system, and cost-saving WebRTC softphones vs. expensive hardphones.  Continuous deployment enables fixes and features to be rapidly and automatically delivered—without a heavy upgrade process or downtime.  A scalable cloud architecture enables simple and cost-effective pricing. Instantly deploy new users as needed, when needed – wherever they’re located. The reliable, integrated application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.
 }}{{SMART Benefits
 |UCBenefitID=Reduced IT Operational Costs
-|UCBenefit=The platform provides cost-effective omnichannel customer service calls, email, chats, text, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Applications for outbound campaigns and workforce management complete the solution. The platform supports open interoperability and eliminates vendor lock-in to proprietary hardware. Customers can take advantage of the platform to integrate openly with third-party cloud or premises PBX – or just use the built-in features. The platform also integrates easily to databases, web services, messaging platforms, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets. Desk phones are no longer necessary. Users are able to break free of location and hardware restraints and reduce business communications costs with a simple PureCloud Softphone. Users can make and take calls with just a browser and the Internet.
+|UCBenefit=The platform provides cost-effective omnichannel customer service calls, email, chats, text, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Applications for outbound campaigns and workforce management complete the solution. The platform supports open interoperability and eliminates vendor lock-in to proprietary hardware. Customers can take advantage of the platform to integrate openly with third-party cloud or premises PBX – or just use the built-in features. The platform also integrates easily to databases, web services, messaging platforms, business apps, CRM and ERP packages, and SIP devices. These include gateways, telephones, and headsets. Desk phones are no longer necessary. Users are able to break free of location and hardware restraints and reduce business communications costs with a simple PureCloud Softphone. Users can make and take calls with just a browser and the Internet.
 }}
 |UCOverview=Companies want to reduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a single platform that empowers both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution.
@@ Line 70: / Line 70: @@
 #The ACD user searches Directory to find a SME (based on name, department, title, or skills).
-#The ACD user initiates an internal video and receives product training via screen share tool.
+#The ACD user opens an internal video and receives product training via screen share tool.
 ACD user connects to Business user via mobile application.
@@ Line 181: / Line 181: @@
 *Campaigns
 |HistoricalReporting=N/A
 |GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
 *Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]
@@ Line 192: / Line 191: @@
 |Cloud_Assumption=The customer is an existing Genesys Cloud customer.
 }}
 }}

@@ Line 11: / Line 11: @@
 }}{{SMART Benefits
 |UCBenefitID=Reduced IT Operational Costs
-|UCBenefit=The platform provides cost-effective omnichannel customer service calls, email, chats, text, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Applications for outbound campaigns and workforce management complete the solution. The platform supports open interoperability and eliminates vendor lock-in to proprietary hardware. Customers can take advantage of the platform to openly integrate with third-party cloud or premises PBX – or just use the built-in features. The platform also integrates easily to databases, web services, messaging platforms, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets. Desk phones are no longer necessary. Users are able to break free of location and hardware restraints and reduce business communications costs with a simple softphone. Users can make and take calls with just a browser and the Internet.
+|UCBenefit=The platform provides cost-effective omnichannel customer service calls, email, chats, text, and social media to handle all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities make it easy to ensure service quality across channels. Applications for outbound campaigns and workforce management complete the solution. The platform supports open interoperability and eliminates vendor lock-in to proprietary hardware. Customers can take advantage of the platform to integrate openly with third-party cloud or premises PBX – or just use the built-in features. The platform also integrates easily to databases, web services, messaging platforms, business apps, CRM and ERP packages, and SIP devices, including gateways, telephones, and headsets. Desk phones are no longer necessary. Users are able to break free of location and hardware restraints and reduce business communications costs with a simple PureCloud Softphone. Users can make and take calls with just a browser and the Internet.
 }}
 |UCOverview=Companies want to reduce complexity, simplify administration, improve efficiency, and reduce total cost of ownership. They need a single platform that empowers both contact center and business users. The combination of customer experience management and business communications gives customers a unified all-in-one solution.
@@ Line 21: / Line 21: @@
 In keeping with multi-modality requirements, companies must equip their employees, especially sales force and field organizations, with mobility-based applications that give them the same functionality as their in-office counterparts. This functionality includes a company-wide directory with real-time presence and geolocation indicators, call controls and voicemail, find-me/follow-me, video and voice conferencing, ad hoc call recording, and unified messaging. Employees must also have access to contacts and communications from anywhere, on any device—including native mobile applications. Selecting a unified platform that supports traditional and digital communication capabilities can bridge the gap between the contact center and the rest of the business, and become a competitive advantage.
 |UCSummary=This use case offers basic PBX functionality, together with rich collaboration features. Features include:
 * IP PBX call processing
-* Auto-attendant
+*IP PBX call processing
-* Desktop phone features
+*Auto-attendant
-* WebRTC softphone
+*Desktop phone features
-* Real-time presence management
+*WebRTC softphone
-* On-demand call recording
+*Real-time presence management
-* Voice and video conferencing
+*On-demand call recording
-* Screen- and file-share
+*Voice and video conferencing
-* Corporate and workgroup directories
+*Screen- and file-share
-* Instant messaging
+*Corporate and workgroup directories
-* Voicemail and unified messaging
+*Instant messaging
-* Document management
+*Voicemail and unified messaging
-* Multilingual support
+*Document management
-This complete functionality is built into the Genesys Cloud Communicate license, available as low as $19.99 per user per month (with annual prepay). Genesys Cloud Communicate complements the contact center sales: lead with contact center and evaluate back office opportunity for business users.
+*Multilingual support
 |PainPoints=*The customer's current enterprise PBX is no longer under warranty.
@@ Line 60: / Line 62: @@
 #Unified communications provides notification of pending voicemail.
-ACD user connects to Business user via chat
+ACD user connects to Business user via chat.
-#The ACD user searches Directory to find a SME (based on name, department, title or skills).
+#The ACD user searches Directory to find a SME (based on name, department, title, or skills).
-#The ACD user reaches out to the back office SME via chat tool.
+#The ACD user contacts the back-office SME via chat tool.
-ACD user connects to Business user via video
+ACD user connects to Business user via video.
-#The ACD user searches Directory to find a SME (based on name,department, title or skills).
+#The ACD user searches Directory to find a SME (based on name, department, title, or skills).
-#The ACD user initiates an internal video and receive product training via screen share tool.
+#The ACD user initiates an internal video and receives product training via screen share tool.
-ACD user connects to Business user via mobile application
+ACD user connects to Business user via mobile application.
 #The ACD user can still reach Business users in the field via mobile device.
@@ Line 77: / Line 79: @@
 #Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
-#Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
+#Customer calls the main IVR no. and says the name of the Genesys Cloud user they want to reach.
 #The system automatically connects the caller to the Genesys Cloud user.
 #Notes:"https://help.mypurecloud.com/articles/enable-company-directory-support-menus/"
@@ Line 83: / Line 85: @@
 |BusinessFlow=(2)
 |BusinessImage=https://www.lucidchart.com/documents/edit/641536f4-a37b-4508-a839-03f2766cb40a/0
-|BusinessFlowDescription=ACD user connects to PBX user
+|BusinessFlowDescription=ACD user connects to PBX user.
@@ Line 140: / Line 142: @@
 Business User Reporting
-* Call Detail Reporting (if leveraging voice from Genesys Telecom). This report tracks your organization’s consumption of Genesys Cloud Voice services, including information about call origin and destination, and the type of call.
+*Interactions. The Interactions view provides detailed information on both historical and real-time interactions.
 Contact Center Reporting
-* Agent views provide metrics on agent status, agent performance, agent interactions, and other metrics to understand agent activity. Filters include skills, languages, wrap-up codes, and more.
+*Agent
-* Queue
+*Queue
-* A number of views provide insight into both real-time and historical queue activity.
+*A number of views provide insight into both real-time and historical queue activity.
-* The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
+*The Queue Activity view shows real-time metrics, including all calls that are currently waiting on and interacting with agents.
-* Reports
+*Reports
-* Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
+*Genesys Cloud has a full library of canned reports available in PDF and XLSX formats.
-* Supervisors can filter these reports by dates, users, queues, and more.
+*Supervisors can filter these reports by dates, users, queues, and more.
-* Supervisors can download reports from the Genesys Cloud user interface.
+*Supervisors can download reports from the Genesys Cloud user interface.
-* Supervisors can schedule reports to run and download in batch.
+*Supervisors can schedule reports to run and download in batch.
-* Other views include, but are not limited to:
+*Other views include, but are not limited to:
-* WFM
+*WFM
-* Quality
+*Quality
-* Outbound
+*Outbound
-* Scheduled Callbacks
+*Scheduled Callbacks
-* Campaigns
+*Campaigns
 |HistoricalReporting=N/A
 |GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
 *Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]
@@ Line 187: / Line 192: @@
 |Cloud_Assumption=The customer is an existing Genesys Cloud customer.
 }}
 }}

@@ Line 50: / Line 50: @@
 |MaturityLevel=Consistent
 |BusinessImageFlow={{SMART BusinessImageFlow
-|BusinessFlow=Inbound PBX Call or Call to a Business User
+|BusinessFlow=(1) Inbound PBX Call or Call to a Business User
 |BusinessImage=https://www.lucidchart.com/documents/edit/bbafce35-04a3-45a3-b53f-cd34a52e4704/0
 |BusinessFlowDescription=Call options provided
 # <span class="inline-comment-marker" data-ref="b73c6ed7-4758-4058-ae3a-3d3508072d55">The call routes to a business user via Direct Inward Dial (DID) ''See flow at bottom for Company Directory example.''</span>
-# The business user uses the client to pick up the call.
+#<span class="inline-comment-marker" data-ref="b73c6ed7-4758-4058-ae3a-3d3508072d55">The call routes to a business user via Direct Inward Dial (DID) ''See flow at bottom for Company Directory example.''</span>
-## If the business user has find-me/follow-me configured, the call routes to the configured forward number.
+#The business user uses the client to pick up the call.
-## If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voicemail.
+##If the business user has find-me/follow-me configured, the call routes to the configured forward number.
-# Unified communications provides notification of pending voicemail.
+##If the business user does not pick up either at the desktop client or at the find-me/follow-me number, the call goes to voicemail.
 ACD user connects to Business user via chat
 # The ACD user searches Directory to find a SME (based on name, department, title or skills).
-# The ACD user reaches out to the back office SME via chat tool.
+#The ACD user searches Directory to find a SME (based on name, department, title or skills).
 ACD user connects to Business user via video
 # The ACD user searches Directory to find a SME (based on name,department, title or skills).
-# The ACD user initiates an internal video and receive product training via screen share tool.
+#The ACD user searches Directory to find a SME (based on name,department, title or skills).
 ACD user connects to Business user via mobile application
 # The ACD user can still reach Business users in the field via mobile device.
 The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud user they want to reach.
 # Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
-# Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
+#Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
-# The system automatically connects the caller to the Genesys Cloud user.
+#Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
-# Notes:"https://help.mypurecloud.com/articles/enable-company-directory-support-menus/"
+#The system automatically connects the caller to the Genesys Cloud user.
 }}{{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/641536f4-a37b-4508-a839-03f2766cb40a/0
 |BusinessFlowDescription=ACD user connects to PBX user
@@ Line 84: / Line 94: @@
 |BusinessLogic=N/A
 |DistributionLogic=An ACD agent connects to a PBX user (e.g., Subject Matter Expert/SME). The PBX user/SME can be a remote agent working from a satellite location or from home. In either case the ACD agent would see the status of the SME and be able to warm transfer the customer call.
 # The ACD agent needs to reach out to a SME in the enterprise.
-# The ACD agent can see the status of the SME in the client.
+#The ACD agent needs to reach out to a SME in the enterprise.
-# The ACD agent can perform a warm-transfer to the SME.
+#The ACD agent can see the status of the SME in the client.
 ACD user connects to business user via chat
 # The ACD agent reaches out to a SME in the enterprise.
-# The ACD agent sees the status of the SME in the client.
+#The ACD agent reaches out to a SME in the enterprise.
-# ACD user reaches out to the back office SME via chat.
+#The ACD agent sees the status of the SME in the client.
 ACD user connects to business user via video
 # The ACD agent reaches out to a SME in the enterprise.
-# The ACD agent sees the status of the SME in the client.
+#The ACD agent reaches out to a SME in the enterprise.
-# ACD user reaches out to back office SME via video.
+#The ACD agent sees the status of the SME in the client.
 ACD user connects to business user via mobile application
 # The ACD agent reaches out to a SME in the enterprise.
-# The ACD agent sees the status of the SME in the client.
+#The ACD agent reaches out to a SME in the enterprise.
-# ACD user can still reach business users in the field via mobile device.
+#The ACD agent sees the status of the SME in the client.
 The Company Directory feature allows customers to call an IVR and say the name of the Genesys Cloud user they want to reach.
 # Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
-# Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
+#Customer contacts a Genesys Cloud user that does not have a DID (or they do not know the DID).
-# The system automatically connects the caller to the Genesys Cloud user.
+#Customer calls the main IVR # and says the name of the Genesys Cloud user they want to reach.
-# Notes: https://help.mypurecloud.com/articles/enable-company-directory-support-menus/.
+#The system automatically connects the caller to the Genesys Cloud user.
 |CustomerInterfaceRequirements=N/A
 |AgentDeskRequirements=See the Genesys Cloud Installation and Configuration Guide: [https://help.mypurecloud.com/articles/purecloud-apps/ https://help.mypurecloud.com/articles/purecloud-apps/.]
@@ Line 158: / Line 177: @@
 * Campaigns
 |HistoricalReporting=N/A
 |GeneralAssumptions=*The customer is an existing Genesys Cloud customer.
 *Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/Genesys Cloud/OP04 Draft  Genesys Voice Services (OP04) for Genesys Cloud]
@@ Line 169: / Line 187: @@
 |Cloud_Assumption=The customer is an existing Genesys Cloud customer.
 }}
 }}

@@ Line 2: / Line 2: @@
 |ID=OP01
 |Title=Genesys Business Communications
-|Offering=PureCloud
+|Offering=GenesysCloud
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Administration Costs

← Older revision	Revision as of 11:30, July 15, 2020
(No difference)

@@ Line 42: / Line 42: @@
 *The customer owns multiple siloed PBX platforms.
 *Existing PBX is managed and maintained as a solution separately from Genesys.
-*The customer's current enterprise PBX solution is no longer under warranty.
+|DesiredState=*Allows single source of administration and support.
 *Allows single source of administration and support for all PBX functionality.
@@ Line 162: / Line 158: @@
 * Campaigns
 |HistoricalReporting=N/A
-|GeneralAssumptions=* The customer is an existing PureCloud customer.
+|DocVersion=ver 1.0.1
-* Voice option has been setup and configured under [https://repository.docs.genesys.com/UseCases/Draft/PureCloud/OP04 Draft  Genesys Voice Services (OP04) for PureCloud]
+|GeneralAssumptions=*The customer is an existing PureCloud customer.
 |CustomerAssumptions=N/A
 |Optional=OP04
@@ Line 172: / Line 169: @@
 |Cloud_Assumption=The customer is an existing PureCloud customer.
 }}
 }}