Genesys Cloud Implementation Study Guide Questions with Complete Verified Solutions 2024/2, Exams of Business Administration

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Genesys Cloud Implementation Study Guide

Questions with Complete Verified Solutions

2024/

What are the features of the Contact Center?

1. Automated Call Distribution (ACD)
2. Real-time and historical reports
3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services
4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring telephony services use the Communicate features. What roles have contact center communications responsibilities?
5. Contact Center Agents
6. Supervisors
7. Telephony Administrators
8. Super Administrators What is the difference between a Collaborate and Communicate License? Collaborate license is free for users and Communicate requires a license to run. What are the three license types available? The requirements of the organization determine which license best meets their needs: Genesys Cloud 1: Genesys Cloud 1 offers features for organizations that require basic voice-based support in their contact center. Genesys Cloud 2: Genesys Cloud 2 offers features for organizations that require multichannel-based (excluding social media) support in their contact center.

Genesys Cloud 3: Genesys Cloud 3 offers features for organizations that require multichannel-based including social media along with Workforce Management in their contact center. What is a named license? A billable named user is anyone that has logged in to the Genesys Cloud service at least once during the billing period. The user type billed is the highest level license they were assigned during the billing period. What is a Concurrent license? Concurrent is a license that can essentially be shared. These licenses are invoiced based on the peak number of users active on the platform within a billing cycle. Does Genesys support a mix of named and concurrent license types? No Concurrent billing in Genesys Cloud is limited to: organizations that are contained within a single geographic region. What are the advantages of unified collaboration within a large organization?

1. Instant communication with the coworkers enables you to accomplish complex tasks in a short time. Therefore, the productivity and performance of the organization is enhanced.
2. Instant messaging costs are significantly less than long-distance phone conversations.
3. Unified collaboration brings different teams together easily under one umbrella like a chat room. What is the maximum size of a file that can be uploaded? 2 GB What are the regions available in Genesys Cloud?

• Americas (US East)
• Americas (US West)
• Americas (Canada)
• Asia Pacific (Seoul)
• Asia Pacific (Sydney)
• Asia Pacific (Tokyo)
• EMEA (Dublin)
• EMEA (Frankfurt)
• EMEA (London) When you access Genesys Cloud through mobile devices, you've access to all the Collaborate features but: very few features of the Communicate. What is a Division?

A division is a way to group and segregate objects but keep them inside the same organization. For example, you can create divisions by business units, countries, and office locations and then assign configuration objects to each division. What are the six major steps of configuring Genesys Cloud Collaborate?

1. Configure organization settings
2. Configure location settings
3. Add users to the organization
4. Assign roles and permissions
5. Group users together
6. Configure document sharing What do you need in order to contact Genesys Cloud Support? Organization ID Where can you change the default language of the contact center? From the Settings tab in the Organization Settings. The changes made in this section do not override the personal preference of organization members. Are emails required for issue reporting? Yes - to make sure users receive information regarding updates What are the two ways to add users into the organization? Open Admission and Auto Invite What is Open Admission? When this option is selected, a link that allows a user to join the organization can be sent to anyone. In the event you want to restrict the domains that can join, you can specify acceptable email domains. By default, there are no restrictions on domains when the Open Admission option is enabled. What is Auto Invite? When enabled, an email invitation will be automatically sent to a user when they are added to the organization. Does Genesys Cloud perform a virus scan on attachments that are shared in chats? No, but you can disable the file attachments feature Genesys Cloud is in compliance with: the Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry Data Security Standard (PCI DSS) What two ways can you add user details?
7. Using the Bulk import feature
8. Adding one user at a time What happens when an Admin sets a user as inactive?

This revokes their credentials and prevents them from accessing Genesys Cloud. For example, if you have seasonal workers or an employee on extended leave and do not want them to access Genesys Cloud. What user details can an Admin configure from the People and Role container?

1. User Role
2. Default Phone
3. User ACD Skills
4. User Queues
5. User Profile When creating a group, can Genesys Cloud first add a Manager or Supervisor and then include everyone reporting to him or her? Yes and you can set the type of group to either Official or Social and assign a telephone number to the group What are the visibility options for groups? Public, Users Only, or Owners Only Is a chatroom a group? A chatroom is created for every group, but chatroom is not a group. What files can be shared in Genesys Cloud chat? You can directly attach documents such as images, video files, and Graphic Interchange Format (GIF) files. You can share files up to 50 Megabytes (MB) through conversation. What can you do with files larger than 50 MB? You can share them through Workspaces. Workspaces are common places to store files. The maximum file size for each upload is 2 GB. To create a group workspace: you must be assigned the administrator role with appropriate permissions. What does Genesys Cloud Communicate provide? Genesys Cloud Communicate provides telephony and auto-attendant features. A unified inbox stores voicemails, faxes, call recordings, and evaluations in an organized manner for easy retrieval. There are several models of SIP phones that can be provisioned, and more models may be added in the future. Virtual softphones and WebRTC phones are available and can be used with just a headset and a microphone. The basic IVR features such as DTMF menu with options to transfer calls to a person or a group is available in the Communicate license. What is Genesys Cloud Voice? Genesys Cloud Voice is an Internet-based telephony service that you can activate for use with your Genesys Cloud organization. It provides public telephony access via the cloud from Genesys.

Can Bring Your Own Carrier (BYOC) Cloud be configured in combination with Genesys Cloud Voice to provide Public Switched Telephone Network (PSTN) connectivity over the Cloud to a customer's private PBX? Yes What are the two methods that allow you to configure SIP trunks between your premises-based Edge appliances and a third-party carrier? You can use a premises-based carrier device or you can use a cloud-based carrier device. What is Genesys Cloud Telephony based on? The Voice over Internet Protocol (VoIP), and it uses SIP trunks for communication. If the interaction is a VoIP interaction: a SIP trunk is required. Analog voice data interactions that originate through a PSTN go through: a TDM trunk and SIP gateway. What must all phones provisioned in Genesys Cloud be connected to? A telephony server called the Genesys Cloud Edge server for on-premises and "Local Control" Genesys Cloud deployments. Is a local Edge required with cloud deployments of Genesys Cloud, such as "Bring Your Own Carrier Cloud" and "Genesys Cloud Voice"? No What is VoIP? VoIP refers to the protocols and technologies that transmit the voice in packets over the Internet or a company's Intranet. What is an advantage of VoIP? Long-distance charges are not incurred when calling outside the local area. Calls are placed via IP telephone or computer and microphone (or USB headset) and do not require a physical telephone. What is VoIP often referred to as? IP Telephony What are the two components of an interaction? Signaling and Audio How is Signaling transferred across the network? In Genesys Cloud, signaling is handled by the standard Session Initiation Protocol (SIP). This can be configured to use Transfer Control Protocol (TCP), User Datagram Protocol (UDP), or Transport Layer Security (TLS) to transfer the signaling data over the network. How is Audio transferred across the network? Digitized audio is transported using the Real-time Transport Protocol (RTP), which uses UDP to transfer the data across the network. What must be configured to enable the telephony features in Genesys Cloud?

Locations Where can you configure locations and sites? You must have the admin permission assigned. Configure locations in the Locations section of the Directory container. Does every Site have to be associated with one location? Yes Where are the telephonic properties of the location defined? In the site Does every Edge have to be associated with a site? Yes. A Site expects two Edges to be associated with it and the user will receive a warning if there is just one Edge associated with a Site. What is a number plan? A numbering plan is a telecommunication scheme through which telephone numbers are assigned to subscribers and telephony endpoints. Where can number plans and outbound routes be configured? Admin > Telephony > Sites What are the two distribution patterns to define how outgoing calls are routed to available trunks?

1. Select Sequential to route outgoing calls to each trunk in succession beginning with the first trunk. (If the first trunk has reached its capacity or the call is rejected, then outgoing calls are routed to the second trunk and so on.)
2. Select the Random to route outgoing calls to a randomly selected trunk. (You can use this option to essentially load share outgoing calls across the available trunks.) What is an Edge? The Edge is a cloud-managed network appliance that combines a media server, SIP registrar, and SIP proxy into a single piece of hardware. Think of an Edge as a physical box that is configured to communicate between the connected devices. When the Edge is disconnected from Genesys Cloud, the cached memory: has the last known routing configuration of the contact center, which is used to route the interactions. What is a Site? A site is the home of a set of phones. The site defines the call classification rules and outbound routing rules as well as the telephony properties for dialing. What is an Edge Group? A set of Edge devices connected on a high bandwidth and low latency network. Each Edge within the group is assumed to be directly connected to all other Edges within the same group, requiring no additional hops or mediators to communicate. Do Edges need to belong to an Edge Group?

Yes In a site, do all Edges need to be of the same version ((Mini, Micro, Standard, Virtual)? Yes When is an external gateway to the SIP network required? If the carrier connectivity is via TDM trunks What is a SIP Proxy? A proxy interprets and, if necessary, rewrites specific parts of a request message before forwarding it. An Edge acts as a SIP proxy to route the interaction between the client side and the server side. How does an Edge act like a Media Server? Edge records and store audio recordings between customers and agents. How does an Edge act like a Call Broker? Edge provides call routing for inbound and outbound calls. How does an Edge support Disaster Recovery? The Edge uses a snapshot of your contact center from 2 hours prior to the remote survivability mode being enabled to allow the routing of interactions to continue operations except for data integrations. What does the remote survivability mode offer?

1. Basic Telephony Services
2. Call Recordings
3. Basic ACD Routing Based on Historical Data
4. Internal and External Calls
5. Voice Mail In a Multi-Edge configuration the Edge that receives the inbound call: is not necessarily the Edge that will process the ACD session. The transfers into ACD session are randomly distributed among all the Edges in the Edge group. When can an Edge only reach agents who are assigned to phones that are registered with that Edge, either as primary or secondary? Survivability Mode All the phones in the organization are provisioned or registered: in the Edge What are the two types of Edges? Hardware and Virtual What are the three types of Hardware Edges? Micro, Mini, and Standard v How many concurrent calls does Genesys Cloud Edge Micro support? up to 30 concurrent calls How many concurrent calls does Genesys Cloud Edge Mini support? up to 75 concurrent calls

How many concurrent calls does Genesys Cloud Edge Standard v3 support? up to 350 concurrent calls When should a customer choose a virtual edge? When they don't need the larger capacity that a physical Edge provides. What are the minimum requirements of a Virtual Edge?

• 8 GB RAM
• At least eight dedicated CPU cores
• A large hard disk capable of supporting a Virtual Edge's Virtual Machine (VM) of 200GB
• Windows Server 2012 R2 (non-Core) installed with the most recent version of Hyper-V
• A dedicated host is required What are the two ways to pair the hardware Edge device to Genesys Cloud? You can use a USB flash drive, or you can use a USB flash drive along with an external LCD monitor What is the license key to install the VM, similar to the pairing ID in a hardware Edge installation? the setup package (.json file) What determines the communication protocol of the organization? The external trunk and phone trunks settings When configuring phone trunks, can you inherit phones from the selected edge group? Yes What is Port 1 (WAN)? This port is used for the communication of the Edges to the cloud, in case of a failure in this port would not affect the local communication between Edges and softphones, which would support remote survival. What is Port 2 (SIP / RTP)? This port is used for communication to telephones and softphones, used for SIP signaling and for RTP media traffic. What is Port 3 (Inter-Edge Communication)? This port is used for communication between the Edges, for the passage of ACD and IVR session calls through the Edges tie lines. What is a Trunk? A trunk is a communications line designed to carry multiple signals simultaneously. In PSTN, trunking is a group of connected switches and circuits that provide communication between two endpoints. A trunk must be physically connected to: an Edge (T/F) All the Edges in an Edge group share trunks. True What are Phone Trunks? The phone trunk is configured to set up phones that are assigned to the agents internally. What are the two types of Phone Trunks available in Genesys Cloud?

SIP and WebRTC What is the overall process of Trunk and Edge configuration?

1. External SIP Trunk
2. Phone Trunk
3. Configure Site
4. Edge Group
5. Edit Edge Configuration What is a Topology Map? The topology map displays every telephony device that is configured in your organization. This includes sites, phones, Edges, and trunks. The map also helps in troubleshooting the telephony network. Offline Edges are highlighted in the image. What are the four categories of phones?
6. Managed
7. Unmanaged
8. Remote
9. WebRTC Can a SIP phone be shared? Yes What is a WebRTC phone? The Genesys Cloud WebRTC phone runs right from your browser, and as such has no special hardware requirements or additional software to be downloaded or installed (T/F) Only the person assigned to the WebRTC phone has permission to use the assigned phone. True Do WebRTC phones work during emergency situations or during a network outage? No What are the advatanges of a WebRTC gateway?
10. WebRTC clients can take advantage of the existing infrastructure of Edge and connect to other endpoints that are not WebRTC enabled.
11. The Edge becomes a media hub that can record, transcode, transcript, and conference both audio and video.
12. The Edge deals with the complexities of WebRTC (i.e., DTLS, ICE, STUN, TURN, multiplexing, bundle). When dialing from a phone located in a site or the system dials using trunks from an edge in a site, that site's telephony properties and rules: are applied to establishing the new call.

What are DID numbers? DID numbers are a series of digits passed by the telecommunications service provider to the organization for inbound calls What can DID numbers be assigned to? a person, queue, or group (T/F) Extensions are like DIDs except that they can only be used internally. True Can you add more than one DID or extension to a user? Yes What are the features of voice calls? Hold, voicemail, call forwarding and conference call How can you use DIDs with Groups? You can create a group with agents having billing skills and assign a DID to the group. What are Public Interface Services? All information that goes to or from Genesys Cloud passes through a gateway of Public Interface Services. This includes phone calls, chats, documents, profile data, integration data, and admin configurations. What are Core Services? Core Services power the building blocks of every Genesys Cloud organization. They manage account configuration, directory search, user membership, phone call routing, agent assignment, and more. What are Communication Services? Contact between individuals and groups are handled by the Communication Services. These are responsible for managing phone calls, chats, voicemail, and faxing. What are Application Services? The Application Services provide the back-end portion of complex Genesys Cloud features like Architect, Outbound dialing, Scripting, and Workforce Management. What are Analytics and Reporting Services? Events within a contact center are recorded, labeled, stored, analyzed, and compiled into reports by the Analytics and Reporting Services. What are Component and Utility Services? Component and Utility Services provide support to all other Platform components. These services manage roles and permissions, authorization, service caching, operational metrics, and more. Can you change the Short Name and Organization ID? No Whenever a user makes an outbound call, the dial plan handles call routing by:

1. Identifying the site where the call originated.
2. Identifying the type of call.

How many groups can a user be a part of? Up to 100 official and 100 social groups You can create membership rules based on: Keywords and Relationships What are the three types of external trunks? BYOC Carrier and BYOC PBX, which you use in a BYOC Cloud telephony connection, and External SIP, which you use in a BYOC Premises telephony connection.