Genesys Cloud CX

Implementation

Copyright © 2023 Genesys Beyond. All rights reserved. i

Copyright © 2023 Genesys Beyond. All rights reserved.
Copyright and Trademark Information
Genesys Beyond
Copyright © 2003-2022 Genesys Cloud Services, Inc. All rights reserved. No part of this book may
be reproduced or transmitted in any form, by any means (electronic, photocopying, recording, or
otherwise) without the prior written consent of the publisher.

Limit of Liability/Disclaimer of Warranty

Reasonable effort is made to ensure that the information in this document is complete and
accurate at the time of printing. The publisher makes no representation or warranties with respect
to the accuracy or completeness of contents of this book and specifically disclaim any implied
warranties of merchantability or fitness for a particular use and shall in no event be liable for any
loss of profit or any other commercial damage, including but not limited to special, incidental,
consequential, or other damages.

Changes and/or corrections to the information contained in this document may be incorporated in
future versions. Configurations of system hardware and software in this manual are for illustrative
purposes only. Actual system installations will be based on the needs of your individual company..

Trademarks
AppFoundry, Genesys, and the Genesys logo are registered trademarks of Genesys. Genesys Cloud
and Genesys Engage are trademarks of Genesys. All other company names and logos may be
registered trademarks or trademarks of the respective companies. The content shared in this
document is for informational purposes only and does not implicitly nor explicitly constitute a
legally binding commitment. Such commitment will result only from the execution of a definitive
agreement between the relevant parties and will be on the terms provided therein.

Genesys Cloud Services, Inc.

7601 Interactive Way
Indianapolis, IN 46278
United States of America
www.genesys.com

Copyright © 2023 Genesys Beyond. All rights reserved. ii

Table of Contents
Copyright and Trademark Information .................................................................................................................................... ii

Table of Contents.................................................................................................................................................................. iii

Class Matrix ........................................................................................................................................................................... v

Introduction to CloudShare ........................................................................................................................................................... vii
Troubleshooting ........................................................................................................................................................................... xiii
Support......................................................................................................................................................................................... xiii

Log In..................................................................................................................................................................................... 1
1.1 Logging In................................................................................................................................................................................. 2

Organization .......................................................................................................................................................................... 3
2.1 Locating Organization Details .................................................................................................................................................. 4
2.2 Configuring Organization Settings ........................................................................................................................................... 5
2.3 Configuring Password Requirements ....................................................................................................................................... 6

Add Users .............................................................................................................................................................................. 7

3.1 Importing Bulk Users ................................................................................................................................................................ 8
3.2 Adding Individual Users ......................................................................................................................................................... 10
3.3 Configuring Additional User Setting....................................................................................................................................... 12

Admin Profile....................................................................................................................................................................... 14
4.1 Configuring Admin Profile ...................................................................................................................................................... 15

Roles ................................................................................................................................................................................... 17
5.1 Creating a New Role............................................................................................................................................................... 18
5.2. Adding Users to Roles ........................................................................................................................................................... 19

Groups................................................................................................................................................................................. 22
6.1 Creating a New Group............................................................................................................................................................ 23
6.2 Editing a Group ...................................................................................................................................................................... 24
6.3 Adding People to a Group ...................................................................................................................................................... 26
6.4 Adding Phone Number to a Group ......................................................................................................................................... 27

Profiles ................................................................................................................................................................................ 28
7.1 Updating a Profile .................................................................................................................................................................. 29

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Workspaces ......................................................................................................................................................................... 31
8.1 Creating Workspaces ............................................................................................................................................................. 32
8.2 Adding People to Workspaces................................................................................................................................................ 33

Locations ............................................................................................................................................................................. 34
9.1 Adding a New Location .......................................................................................................................................................... 35
9.2 Adding Floors to a Location ................................................................................................................................................... 37

Trunk, Site, and Edge Configuration ..................................................................................................................................... 38

10.1 Checking User Permissions................................................................................................................................................... 39
10.2 Configuring Site Availability ................................................................................................................................................. 40
10.3 Creating a New Site.............................................................................................................................................................. 41
10.4 Configuring an External Trunk ............................................................................................................................................. 42
10.5 Completing the HQ Site Setup .............................................................................................................................................. 45
10.6 Configuring the Genesys Cloud Hybrid Media Group ........................................................................................................... 46

Add Phones ......................................................................................................................................................................... 47

11.1 Configuring Phone Settings .................................................................................................................................................. 48

Add DIDs and Extensions...................................................................................................................................................... 50

12.1 Adding a DID Range ............................................................................................................................................................. 51
12.2 Adding an Extension Pool..................................................................................................................................................... 52
12.3 Assigning Extensions to Users .............................................................................................................................................. 53

Default Phone Setup ............................................................................................................................................................ 54

13.1 Enabling Phone for a User.................................................................................................................................................... 55

Place Calls ............................................................................................................................................................................ 56

14.1 Updating Roles and Password ............................................................................................................................................. 57
14.2 Placing Calls ......................................................................................................................................................................... 58

Number Plans and Outbound Routes Configuration ............................................................................................................. 60

15.1 Blocking Telephone Numbers............................................................................................................................................... 61
15.2 Configuring a PBX External Trunk ........................................................................................................................................ 63
15.3 PBX Routing.......................................................................................................................................................................... 65

Copyright © 2023 Genesys Beyond. All rights reserved. iv

Class Matrix
The information contained within this Class Matrix is for Genesys CLASSROOM USE ONLY.

Login URLs
Image contains Org Region Genesys Cloud CX Login URL
US1 Americas (US East) https://login.mypurecloud.com
USW2 Americas (US West) https://login.usw2.pure.cloud
CA1 Americas (Canada) https://login.cac1.pure.cloud
EM1 EMEA (Dublin) https://login.mypurecloud.ie
EM2 EMEA (London) https://login.euw2.pure.cloud
APAC1 Asia Pacific (Tokyo) https://login.mypurecloud.jp

Genesys Cloud CX
Description Value

External Phone Number 5135556003

Genesys Cloud CX DID Range 13179831000 – 13179839999
Genesys Cloud CX Extension Range 8000 – 8999

Lab Information
Description Value

Site HQ (with Indianapolis as associated Location)

Locations Indianapolis, Paris, Buenos Aires, Sydney
Trunk DGTrunk1
Edge names DGEdge1, DGEdge2
Edge Group DGEdges
Initial Admin User Login [email protected]
User Password Pa$$w0rd
Student Number XXXX

Copyright © 2023 Genesys Beyond. All rights reserved. v

 Location Street Address 1 City State/ Zip/Postal Country Emergency
Provin Code Number
ce
Indianapolis 7601 Interactive Indianapolis Indiana 46278-2727 United +1(317)983-1000
Way States

Paris 65 rue Camille Issy les 92130 France +33 01 99 99 10 00

Desmoulins Moulineaux

Buenos Humboldt 1509 Argentina C1414CTM Argentina +54 011 7999-1000

Aires

Sydney 141 Walker Street Sydney NSW 2060 Australia +61(02)9999 1000
North

Inbound Phone Numbers

Indianapolis Paris Buenos Aires Sydney

Pilot Number 13179831000 33199991000 5411799991000 61299991000

User DIDs 13179838000-8999 33199998000-8999 5411799998000-8999 61299998000-8999

Full DID 13179831000-9999 33199991000-9999 5411799991000-9999 61299991000-9999

Copyright © 2023 Genesys Beyond. All rights reserved. vi

Introduction to CloudShare
The Genesys Beyond labs completed during your course are hosted on CloudShare. During your
training, you will connect to and control a Virtual Machine (VM) to complete these hands-on
exercises.
This quick guide has some helpful information for you to connect and control the VM.
We recommend you use the latest version of Google Chrome as your web browser for the best
experience.

VM Access
Before a class starts, the instructor will share an URL to your Email ID. This Email ID is the same one
that you will use to access Genesys online accounts.
To start your VM, click the URL. You will be directed to a webpage, and on that page, click Log in.

Copyright © 2023 Genesys Beyond. All rights reserved. vii

Logging into the VM
Then, you will be prompted to enter your Genesys Online Account credentials. After entering your
credentials, click Sign In.

When the VM is starting, you will see the status "Virtual Machine is Preparing" on your screen.

Copyright © 2023 Genesys Beyond. All rights reserved. viii

When it is ready, you will be redirected to the VM's desktop screen.

Copyright © 2023 Genesys Beyond. All rights reserved. ix

Connectivity Status and Options
Click the Connectivity dropdown menu and use the available options to check the running status of
the VM.

Reconnect to the VM in case of network interruptions.

Test connection to CloudShare's remote gateway for troubleshooting.
Get details such as the operating system (OS) type, OS Credentials, and
Resources info.

Display Settings and Options

Click the Display dropdown menu and use the available options to adjust or customize your display
per your preferences.

Change your VM's screen resolution.

Adjust your screen's color depth. This is a pixel-related setting.

Disable sound or enable with high quality.

View the VM in full-screen mode. The moment you select this

option, all other options in the VM are hidden under a tray indicated
by an arrow icon at the top.
Note: To exit full-screen mode, click the arrow icon and select Exit.

Copyright © 2023 Genesys Beyond. All rights reserved. x

Keyboard Options
Several ease-of-access options are present under the Keyboard dropdown, enabling you to perform
certain operations very quickly.

Enables you to copy text from your computer to the VM's

clipboard if your application on the VM does not support
keyboard shortcuts
Enters the VM's username as plain text in your VM's active
window.
Enters the VM's password as plain text in your VM's active
window.
Simulates the Ctrl+Alt+Del combination to reboot the active
VM.
Exits the currently open application window.

Displays the Start menu on the VM screen.

Displays a list of languages for you to select one that the

keyboard uses and transmits to the active VM.

Copyright © 2023 Genesys Beyond. All rights reserved. xi

Environment Actions

1. Removes all your work data and configurations, and resets the environment back to its
original state.
2. Suspends the environment by shutting down all the resources. Keeps all your work intact.
Recommended for instructor-led sessions.

Viewer Info

These set of options assist you in the following ways:

1. Displays notification alerts
2. Facilitates language change options
3. Allows to search for help links
4. Shows user account details

Copyright © 2023 Genesys Beyond. All rights reserved. xii

Troubleshooting
Note: We recommend that you use the latest version of your web browser, please check that it is up
to date.

The VM is Taking a Long Time to Start

It can take a few minutes for an audio-enabled VM to be ready:

• The VM needs to start

• The Operating System needs to start
• The RDP service needs to start

Support
If you have any questions or require support with Skytap or your VM, please contact Genesys
Beyond Support at: [email protected]

Copyright © 2023 Genesys Beyond. All rights reserved. xiii

 LAB 1

Log In
1.1: Logging In

Copyright © 2023 Genesys Beyond. All rights reserved. 1

Copyright © 2023 Genesys Beyond. All rights reserved.
1.1 Logging In
This lab will guide you through connecting to a new Genesys Cloud CX environment for the first
time.

STEP ACTION RESULT

From the CloudShare Main VM desktop,
The Student user Logon Information
1 double-click the Genesys Org Credentials
appears.
shortcut.

The Genesys Cloud CX login page opens.

On the Student user Logon Information
2 Note: If you do not see any credentials
page, click the URL next to Login Link.
yet, please retry in 10 mins.

On the Genesys Cloud CX login page,

enter the username and password
provided on the Student user Logon
3 Information page.
Hint: You can use the copy icon to copy
the information.

4 Click Log In.

Now, you are logged into Genesys Cloud

5 Select Collaborate/Communicate.
CX.

Note: If prompted, provide access to the Microphone and Location.

Copyright © 2023 Genesys Beyond. All rights reserved. 2

 LAB 2

Organization
2.1: Locating Organization Details
2.2: Configuring Organization Settings
2.3: Configuring Password Requirements

Copyright © 2023 Genesys Beyond. All rights reserved. 3

Copyright © 2023 Genesys Beyond. All rights reserved.
2.1 Locating Organization Details
In this lab, you’ll configure organization settings such as location detection and who receives
notifications about issues. Configure how people are onboarded, and voicemail options, among
other organizational details. This lab will walk you through managing the global settings for your
organization.

STEP ACTION RESULT

1 Log into your Organization.

The “Welcome to Genesys Cloud” page

2 Select the Admin menu. appears. Click “Mark this complete” to
clear this page.

Under Account Settings, select The Company Name should be the one
3
Organization Settings. you were given for your org.

Click Advanced on the Organization

4 The Organization ID is displayed.
Details tab.

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2.2 Configuring Organization Settings
STEP ACTION RESULT

Under Account Settings, select

1 The Organization Details page appears.
Organization Settings.

2 Select the Settings tab. The Settings page appears.

Under Global Settings, ensure that

3
Geolocation Detection is set to ON.

Ensure that Default Language is set to

4
English.

Under Onboarding People, ensure that

5
Auto Invite is set to OFF.

Ensure that Open Admission is set to

6
ON.

Under Security & Compliance, set

7
Disable Chat File Uploads to OFF.

The Organization settings are

configured.

8 Click Save. Note: The Save button is only activated if

there are changes. Since we did not
change any settings, the Save button is
not activated.

Copyright © 2023 Genesys Beyond. All rights reserved. 5

2.3 Configuring Password Requirements

STEP ACTION RESULT

Under Account Settings, select

1 The Admin page appears.
Organization Settings.

2 Select the Authentication tab. The Authentication page appears.

Under Password Requirements, ensure

3
that Minimum Length is 8.

4 Ensure that Minimum Letters is 0.

Ensure that Minimum Lower Case

5
Letters is 1.

Ensure that Minimum Upper Case

6
Letters is 1.

7 Ensure that Minimum Numerals is 1.

8 Set Minimum Special Characters to 1.

9 Select the Minimum Age checkbox.

Change the Minimum Age to 900

10
seconds.

11 Click Save. Password requirements are configured.

Copyright © 2023 Genesys Beyond. All rights reserved. 6

 LAB 3

Add Users

3.1: Importing Bulk Users

3.2: Adding Individual Users
3.3: Configuring Additional User Setting

Copyright © 2023 Genesys Beyond. All rights reserved. 7

Copyright © 2023 Genesys Beyond. All rights reserved.
3.1 Importing Bulk Users
Users are added to Genesys Cloud CX individually or by using the Bulk Import feature. This lab will
walk you through adding new people using the Bulk Import feature as well as adding individual
people manually.

STEP ACTION RESULT

In your environment, using File Explorer
located in the Toolbar at the bottom of
1
the screen, browse to R:\Genesys Cloud
Implementation folder.

Copy and paste DGUserImport.csv to The user details file is copied to the local
2
your local Documents folder. folder.

3 Double-click the DGUserImport.csv file.

Replace the XXXX with your student

number. For example, if your org name is
DisfrutaGlobal0079US1, the student
4
number would be 0079US1. Then after
the replacement, the domains would be
disfrutaglobal0079US1.

The user detail file is updated with the

5 Save and close DGUserImport.csv.
student number.

Under Admin, navigate to People &

6 The People page appears.
Permissions > People.

Add People to the Organization pop-up

7 Click Bulk Import.
window appears.

8 Click Browse. A browsing window appears.

9 Browse to your local Documents folder.

Copyright © 2023 Genesys Beyond. All rights reserved. 8

 STEP ACTION RESULT

10 Select DGUserImport.csv.

11 Clear the Send invite now checkbox.

Select the Update existing people

12
checkbox.

13 Click Start Import.

All the users from the .csv file are

14 Click Done.
imported.

Confirm that 55 new users are imported to your organization. If an error message
pops up, repeat the bulk import process (steps 7 to 14).

Copyright © 2023 Genesys Beyond. All rights reserved. 9

3.2 Adding Individual Users
STEP ACTION RESULT

If you have not already logged into your

1
organization, log in now.

Navigate to Admin > People &

2 The People page appears.
Permissions > People.

The Add People to the Organization pop-

3 Click Add Person.
up window appears.

4 In the Full Name field, enter Carl Jordan.

In the Email field, enter

[email protected].
Note: Replace the XXXX with your
student number. For example, if your org
5 name is DisfrutaGlobal0079US1, the
student number would be 0079US1.
Then in the Email field, enter
[email protected]
m.

6 Click Optional Fields to expand. The Optional Fields are displayed.

In the Title field, enter Outbound

7
Supervisor.

8 In the Manager field, enter Brian Adame.

In the Work Phone field, enter

9
13179838172.

10 Clear the Send invite now checkbox.

Copyright © 2023 Genesys Beyond. All rights reserved. 10

 STEP ACTION RESULT
Carl Jordan is added to the Genesys
11 Click Create.
Cloud CX environment.

Once the user account is created, click

12
Cancel to exit the Add People window.

Copyright © 2023 Genesys Beyond. All rights reserved. 11

Copyright © 2022 Genesys Beyond. All rights reserved.
3.3 Configuring Additional User Setting
When you create new users, Genesys Cloud CX automatically sets their status as active whether
you send the invitation now or later. Suppose you choose to send invitations to new users later and
manually set their status to inactive. When you send the invitations, Genesys Cloud CX
automatically changes their status to active.

STEP ACTION RESULT

Navigate to Admin > People &

1 The People page appears.
Permissions > People.

Add People to the Organization pop-up

2 Click Add Person.
window appears.

3 Enter your name.

This needs to be an email account that

Enter a valid non-corporate email such you can access to receive the Genesys
4
as [youraccount]@gmail.com. Cloud CX invitation sent in the following
lab.

5 Click Optional Fields.

In the Work Phone field, enter

6
13179839999.

Ensure that the Send invite now

7
checkbox is selected.

Your account is added to the Genesys

8 Click Create.
Cloud CX environment.

Once the user account is created, click

9
Cancel to exit the Add People window.

Log into the email account you entered You should see an email welcoming you
10
for your new user. to Genesys Cloud CX.

Copyright © 2023 Genesys Beyond. All rights reserved. 12

 STEP ACTION RESULT

11 Open the welcome email.

12 Click Activate.

Now, your account has been activated

13 Sign in to Genesys Cloud CX.
successfully.

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 LAB 4

Admin Profile

4.1: Configuring Admin Profile

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Copyright © 2023 Genesys Beyond. All rights reserved.
4.1 Configuring Admin Profile
Create and edit your profile so that others in your organization can easily find you and connect.
Update your profile information any time it changes.

STEP ACTION RESULT

If you have not already logged into your

1
organization, log in now.

Click on the profile picture on the left Profile details are displayed in a mini
2
navigation bar. window.

3 Click the larger picture. The Profile details is displayed.

The Upload picture pop-up window

4 Click on the camera icon in the picture.
appears.

5 Click New Picture.

6 Click browse.

Navigate to the R:\Genesys Cloud

7
Implementation\Pictures folder.

8 Select the file named Administration1.

Genesys Cloud CX automatically adjusts

9 Click Upload Image.
the image to the optimal dimensions.

10 Click Done. The profile picture is updated.

11 Click Add new section. The Add new section option appears.

Copyright © 2023 Genesys Beyond. All rights reserved. 15

 STEP ACTION RESULT
Skills & Certifications section becomes
visible. Once you configure Roles, add
12 Select Skills and Certifications. Locations, and a few other details, you
can return to this profile and round out
the configuration.

Copyright © 2023 Genesys Beyond. All rights reserved. 16

 LAB 5

Roles

5.1: Creating a New Role

5.2: Adding Users to Roles

Copyright © 2023 Genesys Beyond. All rights reserved. 17

Copyright © 2023 Genesys Beyond. All rights reserved.
5.1 Creating a New Role
Each role in Genesys Cloud CX contains one or more permissions. The permissions allow users
with that role to do various tasks, such as create groups, set up integrations, and supervise contact
center activity.

STEP ACTION RESULT

Navigate to Admin > People &

1 The Roles / Permission page appears.
Permissions > Roles / Permissions.

2 Click Add Role. The Role Details tab opens.

In the Name field, enter Group

3
Administrator.

This role will be granted to users who

In the Description field, enter Group
4 need the ability to create, modify, and
Administrator.
delete Groups in Genesys Cloud CX.

5 Click the Permissions tab. The Permissions tab opens.

Type General Group in the Permissions

6
search box.

Select the checkbox next to General >

7
Group Administration Permission.

8 Click Save. A new role is created.

Copyright © 2023 Genesys Beyond. All rights reserved. 18

5.2. Adding Users to Roles
STEP ACTION RESULT
Adding an Individual

Navigate to Admin > People &

1 The Roles / Permission page appears.
Permissions > Roles / Permissions.

Click the three dots icon for the Group

2
Administrator role.

The Change Membership for Role: Group

3 Click Change Membership.
Administrator window appears.

4 In the Search bar, type Mich.

Select the checkbox next to Michael-

5
Friend.

Michael-Friend is added to the Group

6 Click Save.
Administrator role.

7 In the sidebar, click People. The People page appears.

Search for Rionach to locate Ríonach

8
O’Donnell.

Click the three dots icon for Rionach

9
O’Donnell.

10 Select Edit Person. The Roles tab opens.

11 From the View dropdown list, select All.

Scroll down to find Communicate - User,

12
and turn on the Assigned toggle button.

Copyright © 2023 Genesys Beyond. All rights reserved. 19

 STEP ACTION RESULT

13 Click Save.

If a pop-up appears to confirm the Communicate - User role is added to

14
license update, click Yes. Rionach.

STEP ACTION RESULT

Adding an Individual and Their Direct Reports

1 In the sidebar, click Roles / Permissions. The Roles page appears.

Click the three dots icon for the Group

2
Administrator role.

The Change Membership for Role: Group

3 Click Change Membership.
Administrator window appears.

4 Click the Search dropdown.

5 Click Reports To.

6 In the Search bar, type Mich.

You will see his direct reports including

7 Select Michael-Friend.
Danny Blevans and Devlin Cooper.

Select the checkboxes next to Danny

8
Blevans and Devlin Cooper.

Enable the Set divisions for 3 assigned

9
people toggle button.

Place the cursor in the Add Divisions

10 The Home division is selected.
field and select Home.

Copyright © 2023 Genesys Beyond. All rights reserved. 20

 STEP ACTION RESULT
Three users are added to the Group
11 Click Save.
Administrator role.

Copyright © 2023 Genesys Beyond. All rights reserved. 21

 LAB 6

Groups
6.1: Creating a New Group
6.2: Editing a Group
6.3: Adding People to a Group
6.4: Adding Phone Number to a Group

Copyright © 2023 Genesys Beyond. All rights reserved. 22

Copyright © 2023 Genesys Beyond. All rights reserved.
6.1 Creating a New Group
Groups are communities within your organization based on common skills, relationships, location,
or other information. You can see the members of a group on group profile pages and a person’s
groups on their profile page.

STEP ACTION RESULT

1 Navigate to Admin > Directory > Groups. The Groups page appears.

2 Click the Add General Group button. The Add General Group window appears.

3 In the Name field, enter Administration.

4 Ensure that the Type is Official.

In the Visibility dropdown list, select

5
Members Only.

6 Click Save. A new group is created.

Copyright © 2023 Genesys Beyond. All rights reserved. 23

6.2 Editing a Group

STEP ACTION RESULT

1 Navigate to Admin > Directory > Groups. The Groups page appears.

2 Select the group named Administration. The Administration group page appears.

Click Edit next to the group profile

3
picture.

4 Select Edit General Information. The General window appears.

In the Description field, type “Group for

5 the top-level Administration Department
members”.

Ensure that the Include Owners

6
checkbox is selected.

7 Click Confirm. The description is updated.

8 Click Edit again.

9 Select Edit Profile Picture. The Upload Picture window appears.

10 Click New Picture.

Browse to R:\Genesys Cloud

11 Implementation\Pictures\ for a group
pic.

12 Double-click Administration.png.

Copyright © 2023 Genesys Beyond. All rights reserved. 24

 STEP ACTION RESULT

13 Click Upload image. The group picture is updated.

14 Click Done.

Copyright © 2023 Genesys Beyond. All rights reserved. 25

6.3 Adding People to a Group

STEP ACTION RESULT

1 Navigate to Admin > Directory > Groups. The Groups page appears.

2 To edit the group, click Administration.

3 On the far right, click Edit.

4 Click the Individuals tab.

In the Add Person field, type and select

5
Alan Hege.

6 Click Save. Alan Hege is added to the group.

Copyright © 2023 Genesys Beyond. All rights reserved. 26

6.4 Adding Phone Number to a Group
To add a phone number to a group, you must have the Communicate - User role assigned.

STEP ACTION RESULT

Navigate to Admin > People &

1 The People page appears.
Permissions > People.

2 Select the Stu Dent user.

In the Roles tab, from the View dropdown

3 All the roles are listed.
list, select All.

Enable the toggle button for the

4
Communicate – User role.

5 Click Save. The role is updated for the Stu Dent user.

6 Navigate to Admin > Directory > Groups. The Groups page appears.

7 Click on Administration to edit the group.

On the right corner, set the Enable Calls

8
toggle button to On.

To the left of the Enable Calls toggle

9
button, click Edit.

In the Group Phone Number field, enter

10
+1 317-983-1002.

11 Click Save. The phone number is added to the group.

Copyright © 2023 Genesys Beyond. All rights reserved. 27

Copyright © 2022 Genesys Beyond. All rights reserved.
 LAB 7

Profiles

7.1: Updating a Profile

Copyright © 2023 Genesys Beyond. All rights reserved. 28

Copyright © 2023 Genesys Beyond. All rights reserved.
7.1 Updating a Profile
There are many different scenarios that could require a new profile section in Genesys Cloud CX.
For this scenario, we will use something very generic. The presumption is that Disfruta Global wants
to have information on the main vehicle an employee drives to work each day in case something
happens to a vehicle in the parking lot.

STEP ACTION RESULT

Navigate to Admin > Directory > Profile
1 The Profile Fields page appears.
Fields.

2 Click Add Section.

3 In the Section Name field, enter Vehicle.

In the Instruction Text field, type “Enter

4 the information for the primary vehicle
you will park at work”.

5 Click Done. A new section is added.

Highlight the Vehicle section and click

6
Add Field located on the right side.

7 Ensure that the Field Type is set to Text.

8 Set the Maximum Length to 4.

9 Click the Field Labels tab.

10 In the Field Name field, enter Year.

In the Instruction Text field, type “Enter

11
the year of the vehicle.”

Copyright © 2023 Genesys Beyond. All rights reserved. 29

 STEP ACTION RESULT

12 Click Save. A new field name is created.

Create three additional fields by

following the similar steps as above,
click Profile Fields, make sure that
Vehicle is selected, and click Add Field:

13 1. Field Name as Vehicle Make and

Text with 30 characters.
2. Field Name as Model and Tag
with 30 characters.
3. Field Name as Plate and Tag with
7 characters.

In the Profile Fields page, left-click and

14 hold on Vehicle and drag it below Skills
& Certifications.

15 Click Save.

Copyright © 2023 Genesys Beyond. All rights reserved. 30

Copyright © 2022 Genesys Beyond. All rights reserved.
 LAB 8

Workspaces

8.1: Creating Workspaces

8.2: Adding People to Workspaces

Copyright © 2023 Genesys Beyond. All rights reserved. 31

Copyright © 2023 Genesys Beyond. All rights reserved.
8.1 Creating Workspaces
Workspaces are places where you store your documents or files. You have one personal workspace,
called My Workspace. You may also belong to multiple group workspaces.

STEP ACTION RESULT

Navigate to Admin > Documents >

1 The Manage Workspaces page appears.
Workspaces.

The Create New Workspace page

2 Click Create Workspace.
appears.

On the Details tab, in the Workspace

3
Name field, enter Marketing Literature.

This is where you can enter tags to help

4 Click the Tags tab.
people search for files.

In the New Tag field, enter Genesys

5
Cloud CX.

6 Click Add.

Create more tags such as Collaborate,

7
Communicate, and Slick Sheet.

8 Click Save. New tags are created.

Copyright © 2023 Genesys Beyond. All rights reserved. 32

8.2 Adding People to Workspaces
STEP ACTION RESULT

Navigate to Admin > Documents >

1 The Manage Workspaces page appears.
Workspaces.

Select the Marketing Literature

2 The Details tab opens.
workspace.

3 Click the Membership tab. The Membership tab opens.

Click the Search for Individuals or

4 Groups to Add dropdown and type
Admin.

5 Select Administration.

Ensure that the dropdown to the right has

6
Full Access selected.

New members are added to the

7 Click Save.
Marketing Literature workspace.

Copyright © 2023 Genesys Beyond. All rights reserved. 33

Copyright © 2022 Genesys Beyond. All rights reserved.
 LAB 9

Locations

9.1: Adding a New Location

9.2: Adding Floors to a Location

Copyright © 2023 Genesys Beyond. All rights reserved. 34

Copyright © 2023 Genesys Beyond. All rights reserved.
9.1 Adding a New Location
Add the cities and buildings where your users work so users can pick those locations in their profile.
Upload a floor plan for each level of a building and users can show their exact office location.
Assign locations to users, or remove locations from users.

STEP ACTION RESULT

Navigate to Admin > Directory >

1 The Locations page appears.
Locations.

2 Click Add Location. The Add Location window appears.

3 In the Name field, enter Indianapolis.

In the Site Contact field, enter Andrew

4
Greggson.

From the Country dropdown list, select

5
United States.

6 Enter 7601 Interactive Way for Address.

7 Enter Indianapolis for City.

8 Enter IN for Region.

Enter 46278 in the Zip / Postal Code

9
field.

10 Under Image, click Choose File.

Navigate to the R:\Genesys Cloud

11 Implementation\Pictures folder, and
select Indianapolis.png.

Copyright © 2023 Genesys Beyond. All rights reserved. 35

 STEP ACTION RESULT
Click Open to select the image file and
12 A new location is configured.
then click Save to save it.

Copyright © 2023 Genesys Beyond. All rights reserved. 36

9.2 Adding Floors to a Location

STEP ACTION RESULT

Navigate to Admin > Directory >

1 The Locations page appears.
Locations.

2 Open the Indianapolis location.

The Add Location pop-up window

3 Scroll down and click Add Floor.
appears.

In the Name field, enter Indianapolis First

4
Floor.

5 Enter Andrew Greggson as Site Contact.

Click the Upload a new floorplan icon

6
next to Floor Plan.

Navigate to the R:\Gensys Cloud

Implementation\Pictures\ folder, and
7
select IndyHQ-1stFloor.PNG. Click Open
to select the image file.

8 Click Save. The Add Location pop-up closes.

9 Click Save.

Copyright © 2023 Genesys Beyond. All rights reserved. 37

 LAB 10

Trunk, Site, and Edge Configuration

10.1: Checking User Permissions

10.2: Configuring Site Availability
10.3: Creating a Site
10.4: Configuring an External Trunk
10.5: Completing the HQ Site Setup
10.6: Configuring the Genesys Cloud Hybrid Media Group

Copyright © 2023 Genesys Beyond. All rights reserved. 38

Copyright © 2023 Genesys Beyond. All rights reserved.
10.1 Checking User Permissions
Genesys Cloud Edge hardware routes communications and provides remote survivability. Features
such as voicemail, conferencing, call recording, transfers, extensions, and call forwarding.
Communicate also support WebRTC with the Genesys Cloud CX web-based phone. The Genesys
Cloud CX web-based phone lets users use Genesys Cloud CX call controls without additional phone
software or hardware.

STEP ACTION RESULT

Ensure that you are logged into your
1 Organization with your administrative
user account.

Navigate to Admin > People &

2 The People page appears.
Permissions > People.

In the search field, type Stu and click on

3
the Stu Dent user.

In the Roles tab, from the View dropdown

4 All the roles are listed.
list, select All.

Enable the toggle button for the following

roles if they are not enabled already:
5
Communicate - Admin, Communicate -
User, and Telephony Admin.
The roles are updated for the Stu Dent
6 Click Save.
user.

Copyright © 2023 Genesys Beyond. All rights reserved. 39

10.2 Configuring Site Availability
STEP ACTION RESULT

Navigate to Admin > Directory >

1 The Locations page appears.
Locations.

Click the three dots icon for Indianapolis

2
location.

3 Click Edit Location. The Location Details tab appears.

Select the Make this location available

4
for use on sites checkbox.

Set 317-983-1000 as the Emergency

5
Number.

Select the Use as the ANI only if the

6 phone or user doesn’t have a phone
number radio button.

7 Click Save. The Indianapolis location is updated.

Copyright © 2023 Genesys Beyond. All rights reserved. 40

10.3 Creating a New Site
STEP ACTION RESULT

1 Navigate to Admin > Telephony > Sites. The Sites page appears.

2 Click +Create New.

3 Enter the Site Name as HQ.

4 Select the Location as Indianapolis.

5 Select the Time Zone as America/New_York.

6 Click Create Site. A new site is created.

Click Save Site to complete the creation

7
of site HQ.

Copyright © 2023 Genesys Beyond. All rights reserved. 41

10.4 Configuring an External Trunk
STEP ACTION RESULT

Navigate to Admin > Telephony >

1 The External Trunks page appears.
Trunks.

On the External Trunks tab, click + The Create External Trunks page
2
Create New. appears.

In the External Trunk Name field, enter

3
Telco-DisfrutaGlobal.

In the Type dropdown, select BYOC A new dropdown for the sub-type
4
Carrier. appears.

For the sub-type dropdown, select

5
Generic BYOC Carrier.

6 Set the Protocol to TLS.

Under the Inbound section, from the

7
Number Plan Site dropdown, select HQ.

Under the Inbound / Termination section,

in the Inbound SIP Termination Identifier
field, enter the name of your Genesys
Cloud CX organization. Example
DisfrutaGlobalXXXX.

8 Note: Replace the XXXX with your

student number. For example, if your org
name is DisfrutaGlobal0079US1, the
student number would be 0079US1.
Then you should enter
DisfrutaGlobal0079US1 in the given
field.

Copyright © 2023 Genesys Beyond. All rights reserved. 42

 STEP ACTION RESULT
Under the Outbound section, for SIP
Servers or Proxies, specify the
Hostname or IP Address in the following
format.

<Hub Organization Name>-<Student

Organization
Name>.byoc.mypurecloud.com.

You can find the Hub and Student

9
Organization names on the Student user
Logon Information page.

For example, if your Hub Organization

name is DisfrutaGlobalHub002 and your
Student Organization name is
DisfrutaGlobal0079US1, enter
DisfrutaGlobalHub002-
DisfrutaGlobal0079US1.byoc.mypureclo
ud.com.

10 In the adjacent Port field, enter 5061.

Next to the Port field, click + to add the The IP address and the port are added to
11
settings. SIP Servers or Proxies.

Under the Calling section, in the Caller ID

12
field, enter +13179831000.

Under the Calling section, in the Caller

13 Name field, enter your organization
name.

In the Prioritized Caller Selection, drag

the Call Source (Queue/Campaign/User
14
DID) option and drop it above This Trunk
option.

Under the SIP Access Control section, You can find the list of IP addresses for
15 depending on the region of your Genesys various regions in this link:
Cloud CX organization, enter the https://help.mypurecloud.com/articles/b
Copyright © 2023 Genesys Beyond. All rights reserved. 43
 STEP ACTION RESULT
following IP addresses, one by one in the yoc-cloud-public-sip-ip-addresses/
Add an IP or CIDR address field:
For the US-East region, US1
• 52.203.12.137
• 54.82.241.192
• 54.82.241.68
• 54.82.188.43
For the EMEA (Ireland) region, EM1
• 52.212.65.21
• 52.212.66.56
• 52.212.61.62
• 52.212.54.249
Note: Click + to add a new IP address.

16 Click the Save External Trunk button. A new trunk is configured.

Copyright © 2023 Genesys Beyond. All rights reserved. 44

10.5 Completing the HQ Site Setup
STEP ACTION RESULT

1 Navigate to Admin > Telephone > Sites.

2 Select site HQ.

Next to the Site Name field, for the

3 Default Site, click Make this site the A confirmation pop-up appears.
default site.

4 In the pop-up, click Yes, Make Default.

5 Click the Outbound Routes tab.

From the Select External Trunks The Telco-DisfrutaGlobal trunks get added to
6
dropdown, select Telco-DisfrutaGlobal. the External Trunks section.

Ensure that the State toggle button is set

7
to Enabled.

8 Click the Save Outbound Routes button.

9 Click the General tab.

10 Scroll down and click Save Site. The site is configured.

Copyright © 2023 Genesys Beyond. All rights reserved. 45

10.6 Configuring the Genesys Cloud Hybrid Media
Group
STEP ACTION RESULT

Navigate to Admin > Telephony > Edge

1 The Edge Groups page appears.
Groups.

Click Genesys Cloud Hybrid Media

2
Group.

Under the Phone Trunks section, from the

4 Select Phone Trunks dropdown, select
Default WebRTC Phone Connection.

5 Click Save Edge Group.

Copyright © 2023 Genesys Beyond. All rights reserved. 46

 LAB 11

Add Phones
11.1: Configuring Phone Settings

Copyright © 2023 Genesys Beyond. All rights reserved. 47

Copyright © 2023 Genesys Beyond. All rights reserved.
11.1 Configuring Phone Settings
Genesys Cloud CX supports many types of phones and provides basic and advanced configuration
controls. This lab will walk you through adding phones in your organization.

STEP ACTION RESULT

Navigate to Admin > Telephony > Phone
1 The Phones tab opens.
Management.

2 Click the Base Settings tab. The Base Setting tab opens.

3 Click the + Add Base Settings button.

In the Base Settings Name field, enter

4
WebRTC.

Select the Phone Make and Model as

5
Genesys Cloud WebRTC Phone.

6 Click Save Base Settings. A new phone base setting is created.

7 Click the Phones tab. The Phones tab opens.

8 Click the + Add Phone button.

9 In the Phone Name field, enter Client.

10 Select the Base Settings as WebRTC.

11 Select the Site as HQ.

12 Select the Person as Stu Dent.

13 Click Save Phone. A new phone is created.

Copyright © 2023 Genesys Beyond. All rights reserved. 48

 STEP ACTION RESULT
Repeat steps 8-13 to create a new phone
14 named Lobby, WebRTC as Base Another phone is created.
Settings, and Alan Hege as Person.

Copyright © 2023 Genesys Beyond. All rights reserved. 49

 LAB 12

Add DIDs and Extensions

12.1: Adding a DID Range
12.2: Adding an Extension Pool
12.3: Assigning Extension to Users

Copyright © 2023 Genesys Beyond. All rights reserved. 50

Copyright © 2023 Genesys Beyond. All rights reserved.
12.1 Adding a DID Range
Add a single number or a range of numbers associated with the organization’s service provider. This
lab will guide you through adding a DID Range, an Extension Pool, and adding extensions to your
users.

STEP ACTION RESULT

Navigate to Admin > Telephony > DID
1 The Assignment tab opens.
Numbers.

2 Click the DID Ranges tab. The DID Numbers tab opens.

3 Click Create Range. The Create Range window appears.

In the DID Start field, enter

4
13179831000.

5 In the DID End field, enter 13179839999.

When entering the DID range, include the + before the numbers so the country is
automatically changed to the United States.

6 In the Service Provider field, enter Telco.

7 Click Save. The DID number list is configured.

Copyright © 2023 Genesys Beyond. All rights reserved. 51

12.2 Adding an Extension Pool
STEP ACTION RESULT

Navigate to Admin > Telephony >

1 The Assignment page appears.
Extensions.

2 Click the Extension Pools tab. The Extension Pools tab opens.

3 Click Add Extension Pool.

4 In the Extension Start field, enter 8000.

5 In the Extension End field, enter 8999.

Click Create to save the new Extension

6 The Extension Pool is configured.
Pool.

Copyright © 2023 Genesys Beyond. All rights reserved. 52

12.3 Assigning Extensions to Users
STEP ACTION RESULT

Navigate to Admin > People &

1 The People page appears.
Permissions > People.

2 Click Alan Hege. The Roles tab opens.

3 Select the Person Details tab. The Person Details tab opens.

You are currently in Public Profile mode.

4
Click View Edit Mode.

5 Click Edit next to Contact Information.

For Work Phone 2, enter 8000 in the .ext

6
field.

New contact information with the

extension is saved.
7 Click Save. Note: If an error message about
EMERGENCY LOCATION pops up, please
ignore it.

Copyright © 2023 Genesys Beyond. All rights reserved. 53

 LAB 13

Default Phone Setup

13.1: Enabling Phone for a User

Copyright © 2023 Genesys Beyond. All rights reserved. 54

Copyright © 2023 Genesys Beyond. All rights reserved.
13.1 Enabling Phone for a User
This lab will guide you through setting up a Default Phone for your user.

STEP ACTION RESULT

Navigate to Admin > People &

1 The People page appears.
Permissions > People.

The Roles tab for the Stu Dent user

2 Click Stu Dent.
opens.

3 Click the Phone tab. The Phones tab opens.

Click in the Default Phone field and start

4
typing Cli.

5 Select Client from the list that pops up.

The phone is assigned to the Stu Dent

6 Click Save.
user.

7 Click Alan Hege.

8 Click the Phone tab.

Click in the Default Phone field and start

9
typing Lob.

10 Select Lobby from the list that pops up.

The Lobby phone is assigned to Alan

11 Click Save.
Hege.

Copyright © 2023 Genesys Beyond. All rights reserved. 55

 LAB 14

Place Calls
14.1: Updating Roles and Password
14.2: Placing Calls

Copyright © 2023 Genesys Beyond. All rights reserved. 56

Copyright © 2023 Genesys Beyond. All rights reserved.
14.1 Updating Roles and Password
STEP ACTION RESULT

Navigate to Admin > People &

1 The People page appears.
Permissions > People.

2 Click Alan Hege.

On the Roles tab, select All from the View

3
dropdown list.

Scroll down to the Communicate – User

4 role and enable the Assigned toggle
button.

5 Click Save. A confirmation dialog box appears.

6 In the confirmation dialog box, click Yes. New roles are assigned to Alan Hege.

Click the three dots icon at the right end

7
of Alan Hege.

New Password for Alan Hege pop-up

8 Click Reset Password.
window appears.

In the New Password field, enter

9 Pa$$w0rd and enter the same in the
Confirm Password field.

10 Click Save. The password is reset for Alan Hege.

Copyright © 2023 Genesys Beyond. All rights reserved. 57

14.2 Placing Calls
STEP ACTION RESULT
Click on the Alternative VM tab in
CloudShare. In Chrome, log into Genesys
Cloud CX as Alan Hege.
1
Note: If you are in Fullscreen, click Exit
from the drop menu and click the
Alternative VM tab.

On the left pane, click on Calls, then on

2 Phone Details, which are represented
with the phone handset icon.

Ensure that Lobby is selected as the

3
phone for Alan Hege.

Click on the Main VM tab in Cloudshare

4
to go back to the Stu Dent UI.

On the left pane, click on the phone icon,

5
then on the Phone Details icon.

Alan Hege’s Client UI alerts and the

Click on the Dialpad icon to the left of the
softphone rings. Pick up the alerting call
6 Phone Details icon, and call
in the Alternative VM, and disconnect the
13179838000.
call.

Alan Hege’s Client UI alerts and the

7 Dial 8000.
softphone rings.

Change Alan Hege’s status to Busy and

8 The call goes to Alan Hege’s voicemail.
dial 8000 again.

Call another phone number outside of

You hear a recorded message simulating
9 your organization's DID range (e.g.,
the connected outbound call.
15135551234).

The call goes to all the members of the

10 To make a call to the configured
Administration group. As Alan Hege is a
Administration group, in the Main VM,
member of the Administration group, his
Copyright © 2023 Genesys Beyond. All rights reserved. 58
 STEP ACTION RESULT
dial +1 317-983-1002. softphone rings.

Copyright © 2023 Genesys Beyond. All rights reserved. 59

 LAB 15

Number Plans and Outbound Routes

Configuration
15.1: Blocking Telephone Numbers
15.2: Configuring a PBX External Trunk
15.3: PBX Routing

Copyright © 2023 Genesys Beyond. All rights reserved. 60

Copyright © 2023 Genesys Beyond. All rights reserved.
15.1 Blocking Telephone Numbers
This lab will walk you through the regex (regular expression) configuration of a number plan to
identify US premium-rate telephone numbers. You will also learn to block call routing to these
numbers.

STEP ACTION RESULT

Log into Genesys Cloud CX with your Stu

1
Dent account using Chrome.

2 Navigate to Admin > Telephony > Sites. The Sites page appears.

3 Click the HQ site. The Edit Site page appears.

4 Click the Number Plans tab. The Number Plans tab opens.

5 Click New Number Plan.

In the Number Plan Name field, enter

6
Premium Numbers - US.

Select the Match Type as Regular

7
Expression from the dropdown list.

In the Match Expression field, enter

8
(1900|900)([0-9]{7})$.

In the Normalized Number Expression

9
field, enter $1$2.

In the Classification field, start typing

10 Restricted. Select Restricted from the
dropdown list.

The Premium Numbers - US number plan

11 Click Save Number Plans.
is created.

Copyright © 2023 Genesys Beyond. All rights reserved. 61

 STEP ACTION RESULT

12 Click the Outbound Routes tab. The Outbound Routes tab opens.

By default, the Default Outbound Route

13
appears.

In the Classifications field, ensure that

14
Restricted is not added.

15 Click Save Outbound Routes.

16 Click the Simulate Call tab. The Simulate Call tab opens.

In the Enter a Phone Number or Address

17
field, enter 1-900-456-3344.

A failure message appears.

Below the message, you can view the
normalized version of the phone number
18 Click Simulate Call. entered. You can also view the number
plan, classification, outbound route, and
external trunk that the call simulator
used.

You can find more detailed information

19 Click Log.
about each step in the call simulation.

Copyright © 2023 Genesys Beyond. All rights reserved. 62

15.2 Configuring a PBX External Trunk
Before configuring a number plan for a range of numbers to route to your organization’s PBX, you
must first configure an external trunk.

STEP ACTION RESULT

1 Navigate to Admin > Telephony > Trunks. The External Trunks page appears.

On the External Trunks tab, click +Create

2 The Create External Trunk page appears.
New.

In the External Trunk Name field, enter

3
PBX Trunk.

From the Type dropdown list, select

4 A sub-type dropdown appears.
BYOC PBX.

In the sub-type dropdown list, select

5
Generic BYOC PBX.

If not set already, set the Protocol to

6
UDP.

Under the Inbound / Termination section,

in the Inbound SIP Termination Identifier
field, enter PBX- followed by the name of
your Genesys Cloud CX organization. For
7
example, if your org name is
DisfrutaGlobal0079US1, enter PBX-
DisfrutaGlobal0079US1 in the given
field.

Under the Outbound section, for SIP

8 Servers or Proxies, in the Hostname or
IP Address field, enter 192.168.3.1.

9 In the Port field, enter 5060.

Copyright © 2023 Genesys Beyond. All rights reserved. 63

 STEP ACTION RESULT
The IP address and the port are added to
10 Click + to add the settings.
SIP Servers or Proxies.

Under SIP Access Control, the IP address

from Step 8 is added automatically to
11 Allow the Following Addresses. If it’s not
added, enter 192.168.3.1 in the Add an
IP or CIDR address field and click +.

12 Click Save External Trunk. A new trunk is configured.

Copyright © 2023 Genesys Beyond. All rights reserved. 64

15.3 PBX Routing
This lab explains how to configure a number plan for a range of numbers to be routed to your
organization’s PBX. You will also learn to configure an outbound route for PBX routing.

STEP ACTION RESULT

1 Navigate to Admin > Telephony > Sites. The Sites page appears.

2 Click the HQ site. The Edit Site page appears.

3 Click the Number Plans tab. The Number Plans tab opens.

4 Click New Number Plan.

In the Number Plan Name field, enter

5
PBX Range.

Select the Match Type as Regular

6
Expression from the dropdown list.

In the Match Expression field, enter

7
^1([0-9]{4})$.

In the Normalized Number Expression

8
field, enter 1$1.

In the Classification field, start typing

9
PBX. Select PBX from the dropdown list.

10 Click Save Number Plans. The PBX Range number plan is created.

11 Click the Outbound Routes tab. The Outbound Routes tab opens.

Copyright © 2023 Genesys Beyond. All rights reserved. 65

 STEP ACTION RESULT

12 Click New Outbound Route.

In the Outbound Route Name field, enter

13
PBX Routing.

In the Description field, enter Outbound

14
route for PBX Routing.

Ensure that the State toggle button is set

15
to Enabled.

In the Classifications field, select PBX

16
from the dropdown list.

Ensure that the Distribution Pattern

17
selected is Sequential.

From the Select External Trunk

18 dropdown list, select the external trunk
as PBX Trunk.

19 Click Save Outbound Routes.

20 Click the Simulate Call tab. The Simulate Call tab opens.

In the Enter a Phone Number or Address

21
field, enter 10000.

A success message appears.

Below the message, you can view the
normalized version of the phone number
22 Click Simulate Call. entered. You can also view the number
plan, classification, outbound route, and
external trunk that the call simulator
used.

You can find more detailed information

23 Click Log.
about each step in the call simulation.

Copyright © 2023 Genesys Beyond. All rights reserved. 66